Managing Workplace Conflict

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Course Objectives

1. Learn to understand people better via personality profiling using DISC
2. Be able to identify sources of conflict and learn how to manage them using the Thomas-Kilmann model
3. Learn how to deal with the emotions and behaviour of difficult people
4. Learn how to communicate better to avoid/reduce conflict
5. Learn how to confront difficult people with confidence

Target Audience

Frontline Sales and Service Personnel, Managers, Inter-departmental Service Providers, Call-centre operators, Complaints department staff

Course Modules

Module 1: Understanding People
Module 2: Identifying Reasons for Conflict
Module 3: Handling Difficult People
Module 4: Conflict Arising from Changes at the Workplace
Module 5: Difficult Employees
Module 6: Difficult Bosses & Matrix Reporting
Module 7: Finding Agreement
Module8: Building Winning Teams

Get To Know The Trainer

Trainer Lam

 4.5

Trainer Lam is a Certified Public Accountant, a Certified Professional Trainer and a Certified Behavioral Consultant with over 20 years’ experience in top level management positions working with diversified companies based in Singapore and Malaysia. He received his early training as an auditor with Coopers & Lybrand (now PriceWaterhouse Coopers).

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COURSE INCLUDES

COURSE BENEFITS

ALL IN FROM ONLY

RM4,000/DAY

RRP RM5,715/DAY   SAVE RM1,715

*T&C Applies

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