2-Day Managing Conflict and Confrontation the Less Stressful Way Course

Course Overview

This course is created, owned, and trained by its original creator, Ms. Swing Goh. Learn from the original creator.

Generally, most people try to avoid conflicts because they lack basic conflict management skills. Rather than react to conflict on a purely emotional level, learn to manage disputes and disagreements positively and proactively. We are after all in the business of building relationships!

Employees today need communication skills that engage them both personally and professionally. They want to be treated as individuals, not just another transaction. This high energy 2-day workshop defies the conventional methods of “dos and don’ts” of communication 101 training.

Objectives

Upon completion of the course, learners will be able to:

understand your own conflict patterns and learn to “read” conflicts
Improve your communication and interpersonal skills
Practice effective conflict management methods depending on workplace relationships
Develop coping strategies and your coping style
Lessen conflict between colleagues and repair damaged relationships

Who Should Attend

This workshop is suitable for anyone who needs to interact and work with stakeholders and is keen to improve their conflict management skill.

Methodology

Learners are guided through the topic with a combination of mini-lectures, group activities, discussions, hands-on exercises, games and Q&A sessions in this interactive workshop.

Course Information

Fee

SGD 810.00 (Nett)

Absentees will be charged the full course fee

Time

9:00am to 5:00pm (14 hours)

Mode

Classroom

Dates

On group requests only

Important Note

Why Learn With Us?

Course Outline

1. 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

2. Effective Customer Communication Strategies

Understanding people communication tendencies
Using the MBTI-Myers Briggs Type Indicator to understand an individual’s outward behavior and thought processes during times of conflict

3. Diagnosing Workplace Conflicts - Mapping the Conflict through the Enneagram

Diagnosing workplace conflict
Conflict VS disagreement
Stages of conflict development
The outcome relationship model to decipher the appropriate conflict management approach

4. Moving Beyond Conflict - Dealing with People Types

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

Our Dedicated Trainer - Ms. Swing Goh

Swing has nearly 10 years of experience in hands-on Engineering, Quality, Project Management (manufacturing industry) and Customer Service in multinational corporations as well as multi-industrial sectors.

She has actively participated in training programs conducted at Shimano, Seagate and Hitachi Global Storage
Technologies – organizations known for their trailblazing quality and world-class training efforts. She was part of a team, at Hitachi GST, which was involved LEAN project to reduce waste in customer audits.

She was the key engineer in Customer Quality Department, to develop technical materials on process and
products for her multinational customers; all these were made possible by her vast experience and strong
technical knowledge in the fields of HDD product technology and competition. She was also the focal
point for communication on customer or quality issues, technical impact assessment on quality issues, and
hosted customer audits with excellent outcomes. She was actively involved with coaching cross-functional teams on the usage of problem-solving tools like 7 QC tools and CP/CPK.

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.

Her clients, amongst many, include AB Sciex, AMK Town Council, Broadcom, Du Pont Company, Evergreen Shipping, Food Empire, Home Team Academy, Integrated DNA Technologies, Jurong Port, K Box, Leonian Holdings, LVHM Fragrances & Cosmetics, Makino Asia, Maybank, MINDEF, Mandarin Group Hotel, New Port Duty Free, Oil States Industries, PSA Marine, Singapore Polytechnic, Singapore Power, Singapore Technologies Aerospace, Singapore Technologies Marine Ltd, Swiss Precision and Wine Connection.

She is active in areas of courseware development and consultancy work which includes Lean improvement, procedures establishment, On-The-Job-Training blueprint, talent development, competency mapping and Training Needs Analysis for corporate clients.

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, and a professional speaker coached by 2017 World Champion of Public Speaking.