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Handling Conflict and Confrontation

In even the best run organization, conflict happens. Conflict doesn't have to be costly or have negative consequences, though left unacknowledged it can be distracting at best and at worst, destructive. Generally most people try to avoid conflicts due to inadequate conflict management skills. Rather than react to conflict on a purely emotional level, learn to manage disputes and disagreements positively and proactively. Unlock the positive potential of conflict and learn how to approach conflict situations constructively and with increased confidence.

Objective

At the end of the workshop, participants will be able to:

• Understand your own conflict patterns
• Improve your listening and communication skills
• Learn to "read" conflicts by developing a "conflict map"
• Practice effective conflict management methods depending on workplace relationships
• Repair damaged relationships
• Develop coping strategies and your coping style
• Learn to identify and own your emotions
• Lessen conflict between you and your boss
• Lessen conflict between you and your colleagues
• Learn the nature and value of teamwork

Outline

Jumping In With Both Feet - Relationship Building

• Using EQ to interact positively with your colleagues and subordinates; and clients
• Identifying, discerning and escalating people’s needs
• Making the individual feel valued
• Maintaining ongoing relationships

Effective Customer Communication Strategies

• Understanding people communication tendencies
• Identify your communication style

Diagnose Workplace Conflicts -- Mapping the Conflict through the Enneagram

• Conflict versus disagreement
• Stages of conflict development
• The outcome relationship model to decipher the appropriate conflict management approach

Moving Beyond Conflict -- Dealing with People Types

• Become assertive in your dealings with people
• Dealing with passive, aggressive and passive-aggressive individuals
• Apply appropriate conflict management strategies through role-plays

Who should attend

Suitable for new managers or anyone wanting to develop their effectiveness in dealing with confrontation and resolve conflict situations at an early stage.

Methodology

Highly interactive training program which consists of mini-lectures, sharing sessions, group discussions, role play and case studies.

Testimonials

- Learn a lot from this course, Practical & useful tips
- Activities are useful to aid learning, easier to remember concepts
- The trainer is well Prepared
State Courts

- Useful analogy & example to explain the variant theories
- Good Variety of activity, photos used for drawing activity can be better
- Very engaging & Interactive, small class sit also allows more engagement & sharing, Trainer is very knowledgeable & also share interesting cases, info with Us
Immigration & Checkpoints Authority

- Course content will be useful for my course of work to better manage or to prevent conflicts at work place or home
- Trainer is knowledgeable and has shared cases to relate to course content for better understanding
Immigration & Checkpoints Authority

Particular of Swing Goh

Swing Goh is a Facilitator, Speaker, People Developer and Courseware Designer. As a multi-faceted, resourceful and innovative individual, She has nearly 15 years of experience in hands-on Engineering, Quality, Project Management (manufacturing industry) and Customer Service in multinational corporations as well as multi-industrial sectors.

The strong ability to work in a multi-cultural and diverse environment gives her an advantage in interacting and relating with working professionals from different background; making her a successful and inspiring facilitator in adult learning.

Swing facilitates WSQ Employability Skills, Generic Manufacturing and Service Excellence modules) and customized programs. Topics include Basic & Advanced ICT, Communication & Relationship Management, Negotiation Skills Best Practices, Initiative & Enterprise, Problem-Solving & Decision-Making, Root Cause Analysis, Systems Thinking, Critical Thinking, Project Management, Develop High Performance Team, The Facilitative Leader of Self-Managed Team, Manage Cross Functional and Diverse Team, Creative Leadership & Self Development, Enable People, Team Success, Apply Quality System, 5S Techniques, Failure Mode Effect and Analysis, Manage Process Improvement, Lean Six Sigma, Business Process Reengineering, Value Stream Mapping, Provide GEMS, Respond to Service Challenges, Coach for Service Performance, Establish Relationship with Customers, Professional Telephone Skills, Excellent Service Role Model, Personal Effectiveness, Change & Adapt Now! And Time & Stress Management. Her clients, amongst many, include AB Scitex, AMK Town Council, ASME, Broadcom, CHASSasia, Dialog Asia, Evergreen Shipping, Food Empire, Food Junction, Fu Yu Manufacturing, Hexon Technology, Home Team Academy, Jurong Port, K Box, Leonian Holdings, Makino Asia, Maybank, MINDEF, New Port Duty Free, Oil States Industries, Singapore Power, Singapore Technologies Marine Ltd, Swiss Precision and Wine Connection etc.

She is active in areas of courseware development and consultancy work which includes Training Needs Analysis for corporate clients. She also runs Work Place Literacy (WPL) classes from e2i (Employment and Employability Institute) and STA (Singapore Taxi Academy).

Swing has a Master’s Degree in Engineering Science (Engineering Management) and a Diploma in Quality Assurance Engineering. She is also a professional coach in Transformative Coaching; an International Coach Federation (ICF) approved training program.