Managing Conflicts & Communicating Effectively at the Workplace

19-20 Oct, 2020, Virtual Classroom Training

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Ms K. Yasotha, an experienced corporate trainer in the areas of business communication, personal development, leadership, customer service, public speaking as well as writing skills, has more than 16 years of experience in the education and training industry. She has trained participants from various leading institutes and multinational organizations in Malaysia, Singapore, Indonesia and Vietnam. Her participants comprise officers, support staff, secretaries, executives and managers from numerous corporate sectors.

 

Having been the Customer Relations Manager for an international organization, she imparts the essential skills and knowledge that are pertinent to ensure the highest quality of service to internal and external customers while maintaining professional business etiquette. In addition, she has also published course books entitled “Easy English / Working English” for the National Productivity Board (NPB) of Singapore.

 

Ms K.Yasotha, who is on a personal mission to educate and empower individuals with the necessary knowledge in order to achieve personal and organizational goals, is well-known for her practical, dynamic and lively sessions. She achieves her objectives and mission through challenging interactive sessions, thus consistently receiving excellent feedback from her participants.

 

Among the organizations that she has conducted in-house training for are Sony Video, ACCA, Mayban Assurance, AE Technology, Bank Pertanian, KLMF, SP Setia, BDO Binder, GEP Associates, Great Eastern,, MCIS, Bax Global, Morrison, Zaid Ibrahim & Co., Kobe Precision Technology, Malaysian National Reinsurance Bhd, BASF Petronas Chemicals, Morrison, Penang Port Authority, Multimedia University, Tenaga Nasional Bhd, Yamaha , Soritsu Sdn Bhd, Mattel , Komag, Kobe, B Braun, Transocean, Antah Schindler, Sysmex, Skynet, Syarikat Maluri, Automotive Centre of Excellence, Atos Origin, Westport, Proton, CIMA, Schlumberger, Astro, Visiber, Efogen, RHB , UOA, OUB, Interflour, Hong Leong, Securities Commission, CPA,MIA, Bank Islam, Celcom, Forlife , Malaysian Institute of Arts…

 

Ms Yasotha, who is a PSMB certified trainer and a certified NLP practitioner, holds a Cert in TESL, B.A. (Hons) in English and M.Sc. in Corporate Communication.

Venue Details

Virtual Classroom Training

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: Understanding and Dealing Professionally with Workplace Conflicts
  • Module 2: Applying the Appropriate Conflict Management Style
  • Module 3: Practicing Effective Communication during Conflict Resolution
INTRODUCTION

Conflicts are present in every organization and if conflicts are resolved with win-win outcomes, the result is effective team work and enhanced productivity. However, if otherwise, working relationships and communication may erode and cause a morale problem. Five major conflict management strategies and effective communication during conflicts will be discussed in this program to overcome conflicts that commonly arise.

AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Identifying the causes and impact of conflicts to individuals and organizations.
  2. Being aware of five universally accepted conflict management strategies.
  3. Display the appropriate conflict management style to resolve conflicts effectively.
  4. Practice effective communication to sucessfully overcome workplace challenges.
  5. Being able to use the assertive communication style for better conflict resolution.
WHO SHOULD ATTEND
  • Secretaries
  • Executives
  • Managers
  • Admin Staffs
  • Clerical Personnel
METHODOLOGY

This course will utilize a combination of lectures, discussions, practice sessions and group discussions

COURSE OUTLINE
9:00

Module 1: UNDERSTANDING AND DEALING PROFESSIONALLY WITH WORKPLACE CONFLICTS

  • Analyzing the causes and forms of conflicts at the workplace
  • Relationship between conflict, motivation and productivity
  • Benefits of resolving conflicts successfully
  • Managing your attitude for constructive conflict resolution
10.45

Module 2: APPLYING THE APPROPRIATE CONFLICT MANAGEMENT STYLE

  • Analyzing five universally conflict management strategies
  • Compromising and meeting in the middle for a win-win resolution
  • Building a collaborative environment to resolve conflicts
  • Managing conflicts effectively using the ACES way
  • Applying the 5-step conflict resolution process for a win-win outcome
1.00

Lunch

2:00

Module 3: PRACTICING EFFECTIVE COMMUNICATION DURING CONFLICT RESOLUTION

  • Being aware of your words, intonation and body language during conflicts
  • Avoiding the aggressive style of communication in conflicts
  • Using the assertive style of communication for enhanced collaboration
  • Replacing negative language with more constructive language
3.45

Module 3: PRACTICING EFFECTIVE COMMUNICATION DURING CONFLICT RESOLUTION (cont.)

  • Understanding intention and perception to reduce conflicts
  • Paraphrasing and rephrasing to ensure accuracy of messages
  • Communicating with respect and confidence to get your message across
5.00 End of Course