Intergenerational Communication Communicate With Purpose

24-25 Jun, 2024, Wyndham Grand Bangsar Kuala Lumpur

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SINTHANA has over 20 years of work experience with retailing, multinational manufacturing company, and hotel industry. Her experience in quality assurance, human resource management, hospitality and administrative skills has given her the opportunity to realize her passion that is developing human potential. She trains all levels of employees including upper management.

 

She develops training manuals in English and Bahasa Malaysia language and conducts many soft skills programs with particular interests in customer service, business writing, communication, supervisory, office management and language. Her role encompass identify training needs, design contents and conduct training to fit customers’ requirements. She also assesses effectiveness of programs at site.

 

She aims to develop positive attitude and increase staff core competencies in each of her program.

 

She introduces a lot of self-reflection and interactions in her lively programs, and her approach stresses on key points, which is reinforced through role-plays and presentations. She conducts her sessions in English and/or Bahasa Malaysia language.

 

Sinthana In-house programs clients include; Exxon Mobil, MMC Oil and Gas Sdn Bhd, Northgate Arinso, IBM, Siemens, Hewlett Packard, Panasonic, Pembangunan Sumber Manusia Berhad (HRDF), TUDM (Tentera Udara DiRaja Malaysia), Jabatan Perkhidmatan Awam, Putrajaya, Construction Industry Development Berhad, Maju Holdings Berhad, L’oreal, DHL, Bank Negara, RHB Bank, I-Perintis Sdn Bhd, Infineon, Proton Casting Sdn Bhd, Sumirubber, Rohas Euco Industries, Elektrisola, Westports, Safeguards, Spansion, Telekom, Universiti Tenaga Nasional, Philip Morris, Pioneer, Hertz, Finisar, Celestica, Scope, SCICOM Academy, Tanjong PLC, eHomemakers (Non-Governmental Organization), Malaysia Airports (Niaga) Sdn Bhd, Ford, Mazda, Sanyo

Sdn Bhd, Ferringhi Beach Hotel etc.

Venue Details

Wyndham Grand Bangsar Kuala Lumpur
Jalan Pantai Baharu, Jaya Tower 3,
Phone : 03-2298 1888

Contact us

Juliany,
03 2283 6109
juliany@ipa.com.my

Phoebe,
03 2283 6100
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Jane,
03 2283 6101
Jane@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

FOCUSING ON
  • Module 1: Introduction and Speak Up
  • Module 2: Emotional Intelligence (EI)
  • Module 3: Interpersonal Communication Skills
  • Module 4: Dealing with Difficult People
  • Module 5: Communication Process
  • Module 6: Giving Constructive Feedback
OVERVIEW

Effective communication is one of the major key components of you being successful at work.

It is much more challenging communicating in the work environment these days as we have up to three to four different generations working in the same company.

To be an effective communicator, it requires you to identify yourself as a specific type of communicator and how it affects the other person/s reactions. Knowing the type of communicator and own personality allows us to understand how the others communicate and makes us understand the type of language that we should use to communicate effectively.

This course focuses on understanding our communication and personality styles, emotional intelligence and giving constructive feedback, ie how do you give negative feedback in a positive manner and getting a favorable response/action from it.

AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Understanding the intergenerational workforce core work values and communication style preference.
  2. Being able to understand oneself and others’ communication and personality style and needs.
  3. Applying emotional intelligence at workplace.
  4. Identifying which elements in a communication process a message can be misrepresented and how we can overcome it.
  5. Asking and seeking answers using various questioning techniques.
  6. Improving active listening and paraphrasing skills.
  7. Giving constructive feedback in achieving a win- win situation.
WHO SHOULD ATTEND
  • Managers
  • Executives
  • Supervisors
  • Personal Assistants
  • Secretaries
  • Admin Staffs
  • Clerical Personnel
METHODOLOGY
Quiz, slide share, brainstorm, discussion, video, role-play, presentation
DAY 1
9:00

MODULE 1: INTRODUCTION AND SPEAK UP

  • Objectives
  • Mini-presentation guidelines
  • Current challenges of workplace communication & overcome them
  • Verbal & non-verbal (body language) communication
10.45

MODULE 2: EMOTIONAL INTELLIGENCE (EI)

  • Definition of Emotional Intelligence
  • How does EI lead to better interpersonal communication?
  • Read the ‘emotional content’ accompanying messages – use empathy and paraphrase
  • Build greater relationship skills that emphasizes trust and respect
1:00 Lunch
2:00

MODULE 3: INTERPERSONAL COMMUNICATION SKILLS

  • Understanding Intergenerational Workforce core work values and communication style preference
  • Johari’s Window – understanding oneself
  • Identify our own and others’ communication styles & needs
  • P.E.D.O. personality assessment
  • Fitting communication styles to various personalities
3:45

MODULE 4: DEALING WITH DIFFICULT PEOPLE

  • Identify difficult situations and causes of conflict
  • Types of difficult people
  • Strategies to deal with difficult people
  • Cultivate positive mindset
5:00 End of Day 1
DAY 2
9:00

MODULE 5: COMMUNICATION PROCESS

  • Understand six (6) elements in a communication process
  • Minimize, improve or remove barriers of each element in a communication process
  • Listen actively and paraphrase
  • Listing of positive, encouraging and supportive words and statements
1:00 Lunch
2:00

MODULE 6: GIVING CONSTRUCTIVE FEEDBACK

  • Plan and prepare information on giving feedback
    - Set specific goals for discussion
    - Look into employee’s work performance and behavior
    - Prepare supporting data or documents, if any
    - Identify employee’s communication and personality styles and use
    the relevant language
  • Have a small talk before getting into the main discussion
  • Define problem and its effects
    - use open-ended and close-ended questions
  • Get agreement on the problem
    - thank him/her for acknowledging the problem
  • Develop solutions / Give recommendations and ask for feedback
    - use positive and supporting statements
    - praise for seeking action to resolve
  • Agree on an action plan
    - use keywords to motivate a person to achieve his/her action plan
  • Follow-up
    - set a date and time
5:00 End of Course