Learn From The Best

Ms. Carol Chiam a.k.a. O.K.Chiam is a professional trainer, mentor, motivator, public speaker, customer service & sales expert and an author of several quality books. (Customer Service Excellence, Sell Like A Superstar, The Complete Salesmaster, Winning Public Speaking & Presentation Skills, Business English Communication, Guide To Telemarketing, Stress Management, Back To Basics For Good English Grammar).


She has with her more than 28 years of vast working experience in more than 8 industries.She had worked in many leading public listed and multinational companies . During her exposure, she has acquired no less than 18 years experience in training and development of employees and agents. She had worked in many industries including Banking, Insurance, Investment, Advertising, Hospitality, Construction, Education, etc.


Her wide exposure in Sales Management, Customer Focus Management, People Management & Business English Communication not only made her a successful sales achiever but also an excellent trainer, mentor ,motivator and public speaker in these fields. Her vast experience in many fields and her professional qualifications have given her an extra edge in writing several comprehensive books to share her knowledge. Her books include 8 personal development books and 2 real life story books. Furthermore, she is also a much sought after and successful English Language and soft skills trainer for big conglomerates , GLCs, big pubic listed companies, manufacturing companies, ministries, government departments, universities,etc.


She is a reputable and seasoned professional trainer for public and in house programmes on People Skills, Management, Leadership, Marketing & Sales, Customer Service, Communication Skills, Public Speaking & Presentation Skills, Business English Communication, English Conversation & Business Writing, Time Management ,Debt Collection Skills, Soft Skills and Personal Development For Executives and Managers. Her participants included those from large Multinational Companies, leading Conglomerates, Financial & Service sectors, Oil & Gas, FMCG, Manufacturing, Construction, Ministries, Bank Negara, GLCs, SMIs, SMEs, Universities, etc. She is also an approved PSMB trainer (TTT Exempted). She travels widely and offers training locally and abroad.


She is well accepted especially in English programmes and Soft Skills due to her ability to communicate in 3 languages, namely: Malay, English and Mandarin.


A strong believer in reinventing and continuous improvement, she places attitude as the most important criteria for any success. She strongly endorses the “ keep learning” habit for personal development.


“Knowledge is no power but Application is“

Smart Strategies For Handling Difficult People

21 - 22 December 2020

Introduction

The rapidly changing world increases the tensions, anxieties and anger in people from

all walks of life.

Tensions, anxieties and anger are reasons for the existence of many difficult people around us.

Difficult people occur everywhere. We have to deal them smartly for better performance and co-operation. Knowing how to deal with them reduces stress, too.

There are many difficult co-workers at work. Bosses have difficult employees under their supervision. They need to master essential skills in handing their difficult people.

Customers can be difficult if our staff are not doing their jobs well. Their complaints can break a company and cause losses. Skills needed to handle these customers well.

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Difficult people around us can cause emotional eruptions in us. We need to apply self-management strategies to control emotions and stay calm when dealing with them. We should shift them from dissatisfaction to agreement. Ask, if not clear and do not take things for granted. Acting fast is the best strategy.

This course is designed to develop smart strategies to respond to difficult people at work and also self-regulation of our own state of emotions.

Participants will learn to deal with difficult situations more assertively, confidently and appropriately.



COURSE OBJECTIVES

a. To deal with difficult people smartly

b. To implement smart strategies to minimise complaints

c. To meet customers' expectations without disappointing them

d. To self-manage own emotions when dealing with difficult people

e. To achieve company’s goals without hindrance

Program Outlines

1. KNOW THE SCIENCE OF IT

A.  Different Types Of Difficult People

B.  The Causes For Such Difficult Behavior



2. OUTCOME OF FAILURES IN HANDLING DIFFICULT PEOPLE

A.  Work Conflicts

B.  Bad Relationships

C.  Poor Performance

D.  More Complaints

E.  Discouraged



3. IMPACT OF PSYCHOLOGY

A. Change Of Mindset Necessary

B. Pumping More Positive Energy

C. Developing Emotional Intelligence

D. Empathy - Putting Yourself Into Their Shoes



4. THE NEED FOR SELF MANAGEMENT STRATEGIES

A. Self awareness of own emotions

B. Self regulation of own anger

C. Think of the “Big Picture” - company’s interest and work harmony



5.  POSITIVITY VERSUS NEGATIVITY

A Slash negative thought in handling difficult people

B Pump in positive energy to deal with them

C Be more creative and develop more ideas to handle them



6.  POWERFUL WORDS TO ADDRESS DIFFICULT PEOPLE

A.  What Words To Use?

B.  What Words To Avoid?



7.   TURN DIFFICULT PEOPLE INTO “ALLIES”

A. Improving Communication Skills

B. How You Say Matters

C. More Use Of Business English

D. Using Positive Words And Tone



8.  KNOWING WHEN TO START TALKING

A Understand the 4 Phases of any Complaint

B Never Interrupt When The Other Party Is Complaining Or Talking

C Answer When The Other Side Stops Talking

D Ask , If Not Clear



9. ACTING FAST BEING THE BEST MEDICINE

A. No procrastination

B. Act “ Immediately”

C Provide Solutions And Not Giving Comments



10. HANDLING THE BIG BULLY

A. Know Your Limits

B. Be Assertive

C. Give Solutions Fast And Not Comments

D. Keep Your Cool



11 ADDRESSING RUDE PEOPLE

A. Be Rational

B. Stay Calm

C. You Can’t Change Them

D. Solve Fast



12.  HANDLING THE UNREASONABLE

A. Explain Clearly Your Stand

B. Reiterate On Decision

C. Phrases To Use And To Avoid

D Stay Away Tactfully



13. DEALING WITH THE YELLING COMPLAINANTS

Learn some smart techniques to handle “ yelling” complainants



14. HANDLING PROBLEMATIC EMPLOYEES

A. Deal with them smartly!

B. Learn how to prevent things getting worst



15. HOW TO DEAL WITH NEGATIVE PEOPLE?

Learn some clever ways to deal with negative people



16. AVOIDING CONFLICTS

Master some smart moves to avoid conflicts

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Who Should Attend

Senior Clerks, Executives and Managers who have to deal with difficult people.

Methology

  • Interactive Lectures With Role Plays, Individual & Team Activities

  • Power Point Presentation with boards and flip charts

  • Case Studies For Discussion

  • Full participation is compulsory to make the training livelier and more interesting

After Attending, You Will Return To Your Job

  • Raising ability to deal with difficult people intelligently

  • Interacting with different types of difficult people confidently

  • Knowing how to improve relationship with staff and customers

  • Self-awareness and regulation of own emotions when dealing with difficult people

  • Achieving company's goals faster with less complaints and obstacles

Course Fees

Normal Fee ~ RM 1378 / person

Group Discount (for 3 or more participants) ~ RM 1240.20/ person

(Incl. 6% Service Tax)

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