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    Event Profile
    Date Jul 12 - 13, 2018
    Time 9:00am to 5:00pm
    Venue Mandarin Orchard Singapore
    333 Orchard Road
    Singapore 238867
    Fee
    7% GST will apply
    SGD 860.00
    3 & above: SGD820.00 each
    For Member
    SGD 817
    3 & above: SGD779 each
    NoteBreakfast, two tea breaks and buffet lunch will be served; complimentary car parking coupon will be provided upon request
    Other Date(s)1) Oct 18 - 19, 2018
    Trainer
    Activity
    You may reach us via
    T: (65) 9879 6267
    E: info@ccisg.com
    To register via fax, fill in This Form and fax to (65) 6310 5430.
    The world is full of good marketing strategists, good accountants, good engineers, and good lawyers—but it is not full of good communicators and conflict managers. Business professionals who can't communicate with emotional intelligence do not stand much chance of reaching the top. Research shows companies that communicate well significantly outperform those that communicate poorly.

    This program aims to hone your human skills in interpersonal communication to foster positive relationships in the workplace. It examines effective ways to manage difficult situations, prevent conflicts from escalating and optimise your sense of well-being through constructive communication.
    Objective
    At the end of this highly-interactive workshop, successful participants will learn to:
    • Understand conflicts and th root causes
    • Recognise and avoid negative impact of unresolved conflicts
    • Become sensitive to your own emotional triggers
    • Develop your personal strategies to manage emotions
    • Adapt your communication to people of different personality and communication styles
    • Build rapport and trust with others
    • Acquire skills to use words and phrases powerfully in difficult situations
    • Build credibility through positive body language
    • Be an active and empathic listener
    • Master effective questioning techniques
    • Manage difficult situations with confidence and emotional intelligence
    Outline
    Understanding Conflict and its Impact on You
    • Define conflict
    • Understand the root causes of conflicts
    • Recognize the negative impact of unresolved conflicts


    Strategize Approaches to Conflict Resolution
    • Understand the five conflict management styles
    • Determine the right approach to use for different conflict situations
    • Be aware of your personal triggers
    • Develop a personal anti-trigger action plan


    Manage Difficult Situations
    • How to build trust and rapport with others
    • A systematic approach to dealing with angry customers
    • Manage a variety of difficult situations with confidence
    • Work effectively with people of different personality types


    Communicate Effectively
    • How to communicate negative feedback positively
    • Use emotional intelligent words and power phrases to say it right
    • Identify different communication styles
    • Learn to be an assertive communicator


    Listen Actively
    • Learn active listening skills
    • Avoid common mistakes in listening
    • Develop empathy in your listening skills
    • Master effective questioning techniques to gather quality information


    Practise Non-verbal Communication
    • Recognize the Dos & Don't of non-verbal communication
    • Develop positive body language to project self-confidence
    • Controling the tone of your message
    Who should attend
    All levels of staff including senior and mid-managers, supervisors, executives, frontline staff and those who seek to improve their professional skills in business communication. (Fundamental to Intermediate)
    Methodology
    Bite-sized lecture, role plays, online quizzes, individual exercises, group discussions and presentation, video clips, interactive activities
    Betty's Profile
    Betty graduated with honors from San Francisco State University. She is a Certified Professional Trainer (IPMA, UK), a Certified Neuro-Linguistic Programming Practitioner (NFNLP, USA), an Associate Lecturer in Business Communication with SIM Global Education (winner of the SIM 2015 Teaching Merit Award). In 2009, Betty was certified by Nobel Prize Nominee, Professor Tony Buzan as a MindMap and iMindMap Advanced Instructor facilitating the revolutionary Mind Mapping® technique. Betty is also a Certified Instructor of Dr Edward de Bono's Six Thinking Hats® Method and Lateral ThinkingTM Application.

    Betty was appointed as Director of Client Services at a renowned litigation law firm in San Francisco, USA for over a decade to manage the Asian clientele market due to her unique trilingual capability. Her passionate customer centric attitude led her to a prestigious Bronze Medal award for outstanding achievement in Service Excellence by the World Journal in the US. She had appeared on multiple radio talk shows for AM1450 in San Francisco and FM938 Live! in Singapore. Her articles were published in the Singapore Straits Times as well as India's Hindustan Times. Her corporate experiences span across major industries in the aviation, financial & legal sectors.

    Some of her participants were from Wharf T & T (Hong Kong), Drydocks World Southeast Asia (Government of Dubai), National University of Singapore, National Heritage Board, Singapore Discovery Centre, Singapore Police Force, Singapore Prison Service, Changi Airport Group, Jurong Town Corporation, Singapore Tourism Board, Health Promotion Board, Ministry of Home Affairs, Inland Revenue Authority of Singapore, Land Transport Authority, Reed Exhibitions, United Overseas Bank, OCBC Bank, Singapore Telecommunications Ltd, ExxonMobil Asia Pacific Pte Ltd, ComfortDelGro Corporation Ltd & KPMG LLP, among many others.

    Betty believes in the power of maximizing one's potential by improving and changing oneself from the inside out. Her passion is in helping individuals be the best they can be.
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