We are in the business of building relationships! People are not necessarily difficult to deal with. They only seem difficult because we lack the skills of an appropriate communication style. In this power-packed course, you will learn strategies to help you further improve your communication and conflict management skills. This will immediately boost your confidence to manage any difficult situations and people at work. Do not let negative experiences affect your willingness to try and be assertive with anyone!

OBJECTIVES

• Understand customer’s communication styles and how to customise one’s communicate styles in people relationships.
• Managing conflict.
• Identifying communication barriers.
• Learn the importance of effective assertive in negotiations.

OUTLINE

Understanding Customer Types

• Ice-berg model.
• What causes people to be difficult?
• Estimate people reading by paying attention to ways on how people communicate.
• Participants will identify the four customer profile types (results-oriented, idea-oriented, people-oriented and process-oriented) and their reactions and approaches to situations under stress.
• Using the profile tool to build mutual respect and understanding among team members.

Conflict Management

• Identifying which five conflict management approaches (Thomas-Kilmann) are most suitable depending on the people relationship and the outcome to manage problems in a rational, effective and balanced way.
• Focusing on interests instead of positions to achieve a win-win.
• Asking appropriate questions(open and close-ended) to achieve empathy.

Using the Appropriate Tone in Communication

• Approaches to communication.
• Using the right words and phrases to avoid trigger words and tension.
• Diagnosing various ways to approach people through content framework structures such as voice, direct, indirect and persuasive approaches.

Becoming an Assertive and Persuasive Communicator

• The fundamentals of assertive behavior.
• What is assertiveness?
• Making assertiveness work for you in negotiations.
• Five key assertiveness skills.

Final Review of Learning and Forward Action Plan

• Debrief and application of learning points in the workplace.
• Questions and answers.
• Moving forward—Personal action plans.

DURATION

One Day