Course details
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, interactive workshop defies the conventional methods of “dos and don’ts” of communication 101 training.
PROGRAMME OBJECTIVES
At the end of the workshop, you will:
- Understand your own conflict patterns
- Improve your listening and communication skills
- Learn to "read" conflicts by developing a "conflict map"
- Practice effective conflict management methods depending on workplace relationships
- Repair damaged relationships
- Develop coping strategies and your coping style
- Learn to identify and own your emotions
- Lessen conflict between you and your boss
- Lessen conflict between you and your colleagues
- Learn the nature and value of teamwork
PROGRAMME OUTLINE
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 inpidual 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 behaviour 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
Course Location
About SMF Centre for Corporate Learning
The Singapore Manufacturing Federation (SMF), formerly known as the Singapore Manufacturers' Association, was first established in 1932. Its main aim is to champion the Singapore manufacturing sector. With a membership of over 2,800 corporate members ranging from MNCs to SMEs, SMa carries out a myriad of activities to enhance the competitive edge of our members.
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