Dealing with Difficult People and Situations

This program aims at helping participants to:

• Adapt your approach to different people through understanding human profiling.
• Understand why conflicts happen and how to avoid them.
• Learn how to respond tactfully when faced with tension or disagreement.
• Use appropriate language that will calm difficult situations and people.
• Know the difference between dangerous words and dependable words.
• Use effective influencing skills to positively affect the outcome of every situation.
• Develop your people skills to create concord instead of conflict.
• Improve your communication skills and increase co-operation and collaboration.
• Practice assertive behaviour that will help control and defuse difficult situations
• Build relationships that will improve workplace harmony, morale and motivation.

Understanding difficult behaviours

• Understand conflict and why some people can be challenging
• Triggers that provoke negative attitudes and difficult behaviour
• Analyse different personality types with a special human profile
• Learn how to handle each unique personality type effectively

Building confidence in communication

• Words to use and language to avoid in all your business dealings
• Applying effective listening skills to defuse difficult situations
• Gaining control of situations by acting more assertively
• Successfully communicating ideas and viewpoints to achieve a positive outcome

Influencing techniques

• Step-by-step methodology for applying influencing skills
• How to present ideas convincingly and persuasively
• Choosing the right behaviour to influence positive outcomes
• Using empathy when dealing with difficult situations

Developing good teamwork and building positive relationships

• How to make simple but effective attitude changes that reap beneficial outcomes
• Using co-operation and collaboration to increase motivation and teamwork
• How to change people's way of thinking by winning their confidence
• Benefits of building great relationships and winning bonds

Christian Chua

Christian Chua is a certified professional trainer and author of 5 books including How to be a Success Magnet. He has inspired audiences for almost a decade, and has over 100 speaking engagements every year. Christian enjoys motivating audiences, bringing success to the lives of individuals, and enhancing the workplace environment of organisations. The current President of Asia Professional Speakers (Singapore), Christian is well-known for his lively and humorous presentation style, quick wit and great sense of humour.

“This workshop will not only help me at work but also in other situations - I will constantly remind myself to take a moment and decide what kind of outcome I want to have before I react. The real-life stories which were shared by Christian are inspiring and entertaining.”

Sharon Kow
Team Administrator, Energy Market Company

“A two way communication workshop, fun and participants who attended won't feel bored.”

Catherine Ler
Senior Executive - Finance, Schenker Singapore