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Conflict Ninja: Mastering Conflict Management for Successful Customer Relations

In today's customer-centric world, the ability to navigate conflicts and build strong customer relationships is a game-changer. This course offers you a unique opportunity to become a true Conflict Ninja, adept at turning challenging situations into opportunities for growth.

Here's why you should join us:

1. Confidence and Grace: Gain the confidence and grace to handle difficult customers and conflicts with finesse, ensuring that every interaction leaves a positive impression.

2. Understanding Human Behavior: Learn to understand the root causes of conflict and uncover the behavior patterns of different personality types, allowing you to tailor your approach effectively.

3. Effective Communication: Master the art of empathetic listening, thoughtful questioning, and crafting impactful opening phrases to defuse tensions and build rapport.

4. Practical Strategies: Acquire practical conflict management tools, including problem-solving frameworks and defusing techniques, that you can immediately apply in your professional and personal life.

5. Customer-Centric Approach: Whether you're in sales, customer service, or any customer-facing role, this course equips you with the skills needed to create exceptional customer experiences.

By attending "Conflict Ninja," you'll be armed with the expertise to not only manage conflicts but also nurture strong, long-lasting customer relationships. Join us on this transformative journey, and become the master of conflict management for successful customer relations!

Objective

Equip yourself with the ninja-like skills to effectively manage conflicts and build strong customer relationships. Learn to handle difficult situations with confidence and grace.

Outline

Part 1: Unmasking Conflict and Understanding People

• Exploring the Root Causes of Workplace Conflict
• The Four Ways We React to Conflict
• Mapping the Customer Journey: Gaining Insights

Part 2: Delving into Patterns in Self and Others

• The Enneagram Profiling Tool: A Guide to Conflict Management
• Pinch-Crunch Conflict Model: Uncovering Customer Response and Behavior Patterns
• Identifying the Pinches and Crunches of Nine Distinct Personality Types
• How Each Personality Type Reacts When "Pinched"

Part 3: The Art of Conflict Preparation

• Strategies for Approaching Each Personality Type in Crunch Situations
• Managing Your Own Pinches and Crunches with Finesse
• Mastering Basic Assertions and Crafting Effective Opening Phrases
• Empathetic Listening and the Power of Thoughtful Questioning

Part 4: Putting Conflict Management into Action

• Using the Problem-Solving Framework to Tackle Conflict
• Resolving Issues with Thomas Gordon's Formula
• Defusing Techniques: The Triple-A Approach for Handling Difficult Customers

Who should attend

This course is a must for professionals seeking to enhance their conflict management skills and build stronger customer relationships. Whether you're in sales, customer service, or any customer-facing role, this course is your key to success.

Methodology

Experience a high-energy, interactive workshop that provides you with practical tools, techniques, and the confidence to handle conflicts effectively in both your personal and professional life.

Profile of Santhanaram Jayaram

Santhanaram Jayaram has more than 28 years of experience in both the private and public sector including Financial Services - Retail and Learning and Development. Qualified for the Million Dollar Round Table in 2005, 2006 & 2007. Author of Ram up your Laughter. Appeared on National TV, Radio, Print. Current Board of Director for a Credit Co- operative with over 43,500 members (Telecoms Credit Co-operative) and Director of Security companies - Security Masters and Secure Guard.

With his versatility, engaging presence and diverse industry experience in hosting, facilitating and relating to a diverse group ranging from the PMETs to the C-suite, such as Lee Kuan Yew's School of Public Policy’s Senior Management Program, Regional Agency Workshop QBE Insurance, Regional Symposiums Strategic Project Management: Greater Business Results in Uncertain economy, Project of the Year Award by Project Management Institute Singapore, Ram has also appeared in Print, Radio ,National TV and on Netflix.

Besides personalising and customizing trainings to multi-national corporations, universities, and private associations, he also specialises in helping top level executives to improve their operational efficiencies; relate better thru communication skills, pioneer creativity thru design thinking skills, become better leaders thru leadership and people management, deliver greater service excellence and move up the next level thru career coaching.

Ram’s Qualifications: 

• Master of Business Administration (Oklahoma City University)
• Bachelor of Science (Hons) (University of Bradford)
• Master NLP Practicioner (American Board of Neuro-Linguistic Psychology)
• WSQ Advance Certification in Training and Assessment (ACTA), Workforce Singapore
• Certified in Train-the-Trainer Certification Program - Bringing Out the Best in Yourself at Work
• Certified in IDENTI3 Level 2 Accreditation
• Certified in Belbin Team Role Accreditation
• Certified Practitioner and Trainer in FIRO-B® and FIRO-Business® Instruments (CPP Asia Pacific)
• Certified Practitioner and Trainer in Enneagram Spectrum of Personality Styles

Selected Client Organizations:

• Daimler Financial Services
• Marina Bay Sands
• Resort World Sentosa
• Starbucks
• Singapore Airlines
• Mcdonald’s
• Port of Singapore Authority
• SMRT
• UOB Bank
• UBS Bank