Managing Conflicts & Communicating Effectively at the Workplace

29 Jun, 2022, Remote Online Training - Public

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Ms K.Yasotha is an experienced corporate trainer in the areas of customer service, business communication, personal development, leadership, public speaking as well as writing skills with 20 years of experience in the training industry. She also served as the Customer Relations Manager for an international organization. In addition, she has published coursebooks entitled “Easy English / Working English” for the National Productivity Board (NPB) of Singapore.

 

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

 

Among the organizations she has trained for are TNB. Astro, Sysmex, Interflour, CPA, MIA, CIMA, Deloitte, Baker Tilly, Affin Bank, RHB, OUB, Sime Darby, SP Setia, Securities Commission, Antah Schindlerand Teleflex to name a few.

 

Ms Yasotha is a certified trainer TESL and holds a B.A. (Hons) in English and M.Sc. in Corporate Communication.

Venue Details

Remote Online Training - Public

Contact us

Juliany,
M - 012 2281 247
juliany@ipa.com.my

Phoebe,
M - 019 363 7822
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Yvonne,
M - 012 201 1247
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

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