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Managing Difficult People in Your Life

Crossed arms, heavy sighs, short replies – you know when a customer's getting frustrated. Worse, these physical signs show they're losing interest in what you're saying, and your shot at keeping their business might be fading fast. Often, difficult or even angry customers aren't expressing frustration with you. These emotions are tied to external situations and psychological stimuli. So, put your great communication skills to work, draw on your superpower of reading the situation, and pick up tips for managing difficult customers to save your customer from churning.

This 1-day program is directed to help participants improve their ability to cope with various difficult behaviors from clients in order to turn them into allies at work. Discover ways to get results through clients and develop positive vibes at the workplace.

Objective

At the end of the course, learners will be able to:

• To understand and reflect on why people behave the way they do in difficult situations
• Learn strategies to effectively manage different types of challenging clients and the situations
• Recognize and manage their own negative feelings when handling challenging clients and the situations
• Increase personal resilience and gain confidence in handling clients appropriately and professionally
• Develop communication skills such as active and empathetic listening

Outline

Who should attend

This workshop is suitable for a wide-range of professional, not limited to frontline customer service representatives, who are keen to develop holistic approaches to manage challenging people.

Methodology

A highly interactive workshop with mini-lectures, hands-on exercises and games, role-play, group activities and trainer-facilitated discussions.

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.