Dealing Confidently with Difficult People At Work

18-19 Apr, 2018, Kuala Lumpur

FOCUSING ON
  • Identifying Difficult People
  • Types Of Difficult People
  • Communicating Assertively With Difficult People
  • 3 Types Of Ego And Personalities At Work
  • Managing Conflict Strategies
  • Selling Your Ideas To A Difficult Boss
  • Handling Criticism From Difficult People
  • Creating Harmonious Working Relationship
OBJECTIVE

Find your answers on how to play your role, carry out responsibilities and manage difficult people confidently at work all times.

 

Through this course, participants will gain insight to deal assertively with others according to respective situations. Develop important skills to manage bosses as well as co-workers and how to control your audience by your actions. They will also learn core concepts on difficult human behaviour and communication skill to produce excellent relationship with everyone at work place.

 

This course is designed with practical sessions that make the learning process interesting.

METHODOLOGY

This is a practical course with many hands on activities to allow participants to experience what they learn first. Methodologies used are:

  • Problem analysis
  • Case study
  • Role play
  • Games
  • Group discussion
  • Interactive Lecture
WHO SHOULD ATTEND

Designed For Managers, Executives & Supervisors.

AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB...
  1. Applying skills learnt immediately at work.Communicating your needs with difficult people more clearly.
  2. Understanding human behaviour from a different perspective.
  3. Learning to manage conflict constructively.
  4. Handling criticism more positively.
  5. Projecting a more positive and professional image at work.
 
DAY 1
9:00 IDENTIFYING DIFFICULT PEOPLE
  • Overview of “Difficult” Scenario At Work
  • How Do You Define Difficult People?
  • Challenges Created By Difficult People
10:45 TYPES OF DIFFICULT PEOPLE
  • Understand Why People Are Difficult?
  • 6 Types of Difficult People
  • Are We Also Difficult People?
1:00 Lunch

2:00 COMMUNICATING ASSERTIVELY WITH DIFFICULT PEOPLE
  • 3 Ways of Communicating Effectively
  • The Right Words To Use
  • Correcting Your Tone of Voice
  • Positive and Negative Body Language at Work
3:45 3 TYPES OF EGO AND PERSONALITIES AT WORK
  • Understanding Your Actual Responsibilities
  • 3 Types of Human Ego
  • The Ideal Personality To Handle Difficult People
5:00 End of Day 1

DAY 2

9:00 MANAGING CONFLICT STRATEGIES
  • Pre-empts By Responding
  • Empathy Vs. Sympathy
  • Managing “Right” or “Wrong” Situations
  • Art of Turning Negativity to Positive Thoughts
10:45 SELLING YOUR IDEAS TO A DIFFICULT BOSS
  • Different Levels of Listening
  • The Best Way to Listen
  • Strategies to Sell Your Ideas To Management and Others
1:00 Lunch

2:00 HANDLING CRITICISM FROM DIFFICULT PEOPLE
  • How To Receive Criticisms Positively
  • Techniques to Manage Our Emotions
  • Managing Other People’s Emotion
3:45 CREATING HARMONIOUS WORKING RELATIONSHIP
  • Truth About Office Politics
  • Using Grapevine Strategically
  • Forgiving People Who Are Different From Us
  • Formula For Excellent Interpersonal Relationship
5:00 End of Course


 

LEARN FROM THE BEST

Ms. Ananthy Sankaran holds a degree in Economics - (B. Econs. - Business Administration) and Masters in Civilization Studies (M.A.Civilization) from University Malaya. She is also Human Resource Development Council’s Approved Trainer/Speaker-(53) PSMB/22/1/12Klt71.

 

Total of 26 years of working experience in the sales, telecommunication, education and training industry(18 years), she has developed vast experience in the full spectrum of many Management Development areas. Warm and approachable, she also won the prestigious “Best In-house Trainer” award from a top notch Training and Consultancy firm in the country.

 

She has also appeared in local Astro TV morning-talk show. Based in Kuala Lumpur, she has trained participants from Maldives, Vietnam, Kenya, Singapore, India, Indonesia and Brunei. Her soft-skills programs are conducted as public courses or as in-house for GLC companies, Multinationals and government bodies.

 

Her program designs and methodologies are easy to understand, simple, interesting and practical. It focuses on changing peoples’ mindsets to become more productive and proactive at work. All companies have seen positive results and many participants were delighted to mention that some key of the concepts shared during the training sessions were able to change the way they think towards work and life.

 

Armed with an in-depth Strategic Management Competency Skills from working with some local and overseas “Management Gurus”, she works as Associate Trainer/Speaker for many reputable Training Companies.

 

She has marketed, trained, coordinated and developed programs for multinationals and local conglomerates from various sectors such as United Nation University, Siemens, Eastman Chemicals, Bank Negara, CIMB Bank, Maybank, MaIaysian Institute of Insurance, SME Corp, BP Chemicals, NAZA Group, Titan Chemical, KFC, Khazanah Bhd, Brother Industries, Sheraton Hotel, Istana Hotel, IJM Properties Bhd, to name a few.

 

Ananthy has an established reputation of being a trainer with PERHEBAT (Army Training Institute) to assist Military staff in transit back to civilian life by conducting various Motivational and Entrepreneurial programs from year 1998-2000. She was part of successful corporate merger training sessions such as MNI, Maybank Takaful and ETIQA, whereby she conducted a series of “Managing Change” program for more than 400 staffs of different level.

 

Trained more than 4000 employees to date, some major training projects conducted by Ms. Ananthy includes, facilitating 400 Line Leaders from Perodua, more than 200 staff of Naza Kia, Toyota Assembly, Proton and Volvo.

 

Her success story also includes “Excellent Customer Service Culture” programs for retail industry such as Jaya Jusco and Sg. Wang Plaza. Trained series of modules on Corporate Communication Skills for more than 400 staff of Titan Chemicals and part of the Supervisory program for University of Sarawak.

 

A firm believer of “Behind Every Successful Organization Is A Well Trained Team of Committed People”, Ananthy conducts highly interactive programs, both in English and Malay language, to ensure productive, economical and personal growth for all participants and the esteemed organization.

 

VENUE DETAILS

VISTANA HOTEL KUALA LUMPUR
9, Jalan Lumut,
Off Jalan Ipoh
50400 Kuala Lumpur
- 50400
Phone :(603) 4042 8000

 

IPA TRAINING IS REGISTERED WITH

 

CONTACT US

Juliany, 
O - 03 2283 6109,
M - 019 3134436
juliany@ipa.com.my 

Michelle, 
O - 03 2283 6100, 
M - 019 363 7822
michelle@ipa.com.my 

For Customised In-House Training
Yvonne,
O - 03 2283 6101, 
M - 012 2011247,

F - 03 2283 6108
 
yvonne@ipa.com.my
 

ADDRESS 

A-28-5, 28th Floor, 
Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my