Managing Conflict And Confrontation The Less Stressful Way Course Overview
Learn from the original creator of this course – Ms. Swing Goh.
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.
At the end of the course, learners are 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.
Learners are guided through practical steps of the topic with a combination of mini-lectures, group activities, discussions, hands-on exercises, games and Q&A sessions in this interactive workshop.
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
Learn from the original creator of this course.
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.
Swing facilitates WSQ (Employability Skills, Generic Manufacturing and Service Excellence modules)
and customized programs. Topics include Basic & Advanced ICT, Workplace Communication & Engagement, Interpersonal Skills, Negotiation Skills Best Practices, Initiative & Enterprise, Problem-Solving & Decision-Making, Root Cause Analysis, Systems Thinking, Critical Thinking, Creative 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, Line Balancing, 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!, Business Writing and Time & Stress Management.
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.
Call us for a group rebate when you register in a group of 8 or more.
Absentees will be charged the full course fee.
2 days, 9:00am – 5:00pm
(14 hrs, exclude lunch break)
A closed class can be requested if you have a group of at least 8 or more registered for the same course and date at a preferred date, subject to trainer availability.
Closed class is not customised class.
For Company-Sponsored learners: Click here to download registration form.
For Self-Sponsored learners: Click here to download registration form.
To be confirmed one (1) week prior to the course start date.
ALS reserves the right to reschedule, postpone or cancel any course, change the trainer and venue at short notice and at its absolute discretion, due to insufficient enrolment, class size, availability and circumstances outside our control.
More Original Courses Developed & Trained By Swing
21st Century Supervisory Management Skills Course
Adapt, Evolve And Change – Embracing Changes In An Ever-Transforming Work Environment Course
Error Proofing Your Processes, Products And Services Course
Nurturing Your Creative Brain Course
Proactive Failure Management Using FMEA (Failure Mode Effect And Analysis) Course
Problem Solving The 8D (Disciplines) Approach Course
Quality Control Tools For Data Analysis And Problem Solving Course
Quick Guide For Supervisory Management Roles Course
Reducing Stress While Optimizing Your 24/7 Course
Systematic Approach To Solve Problems And Make Decisions Course
The Art Of Technical Writing Course
The CRM (Customer Relationship Management) Way To Long Lasting Relationship Course
The Fundamentals Of Business Process Reengineering — Don’t Wait For Something To Be Broken To Fix It! Course
The Real Approach (And Human Side) Of Project Management Course
Uncover Your Communication Power Towards Greater Understanding Course
Understanding How To Be LEAN (Not Just For Manufacturing Industry) Course