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Manage Difficult Situations with EQ in Communication

The world is full of good marketing strategists, good accountants, good engineers, and good lawyers—but it is not full of good communicators and conflict managers. Business professionals who can't communicate with emotional intelligence do not stand much chance of reaching the top. Research shows companies that communicate well significantly outperform those that communicate poorly.

This program aims to hone your human skills in interpersonal communication to foster positive relationships in the workplace. It examines effective ways to manage difficult situations, prevent conflicts from escalating and optimise your sense of well-being through constructive communication.

Objective

At the end of this highly-interactive workshop, successful participants will learn to:

• Understand conflicts and th root causes
• Recognise and avoid negative impact of unresolved conflicts
• Become sensitive to your own emotional triggers
• Develop your personal strategies to manage emotions
• Adapt your communication to people of different personality and communication styles
• Build rapport and trust with others
• Acquire skills to use words and phrases powerfully in difficult situations
• Build credibility through positive body language
• Be an active and empathic listener
• Master effective questioning techniques
• Manage difficult situations with confidence and emotional intelligence

Outline

Understanding Conflict and its Impact on You

• Define conflict
• Understand the root causes of conflicts
• Recognize the negative impact of unresolved conflicts

Strategize Approaches to Conflict Resolution

• Understand the five conflict management styles
• Determine the right approach to use for different conflict situations
• Be aware of your personal triggers
• Develop a personal anti-trigger action plan

Manage Difficult Situations

• How to build trust and rapport with others
• A systematic approach to dealing with angry customers
• Manage a variety of difficult situations with confidence
• Work effectively with people of different personality types

Communicate Effectively

• How to communicate negative feedback positively
• Use emotional intelligent words and power phrases to say it right
• Identify different communication styles
• Learn to be an assertive communicator

Listen Actively

• Learn active listening skills
• Avoid common mistakes in listening
• Develop empathy in your listening skills
• Master effective questioning techniques to gather quality information

Practise Non-verbal Communication

• Recognize the Dos & Don't of non-verbal communication
• Develop positive body language to project self-confidence
• Controling the tone of your message

Who should attend

All levels of staff including senior and mid-managers, supervisors, executives, frontline staff and those who seek to improve their professional skills in business communication. (Fundamental to Intermediate)

Methodology

Bite-sized lecture, role plays, online quizzes, individual exercises, group discussions and presentation, video clips, interactive activities

Testimonials

Overall is excellent. Betty is very attentive facilitator & fun. I have a good time & enjoy her lesson which I can apply at work. The course is with full scores.
Ministry of Health

Betty is very helpful and engaging
Ministry of Home Affair

The lecturer is very professional and knowledgeable. Very Proficient.
Ministry of Manpower

Improve self awareness of EQ level. Interesting activities. Trainer is very knowledgeable and engaging.
Ministry of Manpower

Profile of Betty Kan-Sekine

Betty Kan-Sekine is a Certified Professional Trainer (IPMA, UK), a Certified NeuroLinguistic Programming Practitioner (NFNLP, USA) and a certified Metaplan Facilitator (Metaplan, Germany). She is also an Associate Lecturer with the Singapore Institute of Management (Recipient of the SIM 2015 Teaching Award) and the Royal Melbourne Institute of Technology. Betty was certified by Nobel Prize nominee, Tony Buzan as a ThinkBuzan Licensed Instructor and an iMindMap Advanced Instructor. Betty is a Certified Instructor of ExperienceInnovation™|Learn in Design Thinking. Betty is recognized as an Adult Education Professional by SkillsFutureSG of the government of Singapore. Betty holds certification as an ACTA-accredited trainer. She graduated with honors from San Francisco State University.

Prior to her current role, Betty was a banker in San Francisco and held a California Securities Broker License, Series 7 & 63. She was subsequently appointed as Director of Client Services at a litigation law firm in the United States to manage the Asian clientele market due to her unique trilingual capability. Her passionate customer centric attitude won her team a prestigious Bronze Medal award for outstanding achievement in Service Excellence by the World Journal in the USA. She has appeared on multiple radio talk shows for AM1450 in San Francisco and FM938 Live! in Singapore. Her articles were published in the Singapore Straits Times as well as India’s Hindustan Times. Her corporate experiences span across major industries in the aviation, financial and legal sectors.

Some of her participants were from Apple South Asia Pte Ltd, Carrier Global, Astellas Pharma Singapore, MSD Korea Ltd, Here Solutions APAC, Wharf T & T (Hong Kong), Drydocks World Southeast Asia (Government of Dubai), National University of Singapore, INSEAD SG Business School (Executive Coaching), Nanyang Technological University, Singapore University of Technology and Design, Enterprise Singapore, Housing and Development Board, Wildlife Reserve Singapore, Singapore Police Force, Singapore Prison Service, Changi Airport Group, Jurong Town Corporation, Singapore Tourism Board, Health Promotion Board, Ministry of Home Affairs, Inland Revenue Authority of Singapore, Land Transport Authority, United Overseas Bank, Bank of Singapore, RHB Bank Singapore, Singapore Telecommunications Ltd, UMC Semiconductors, Singapore Refining Company Pte Ltd, ComfortDelGro Corporation Ltd & KPMG LLP, among many others.

Betty enjoys a diverse cultural background having lived in the US and Japan for 17 years. Her outstanding professionalism and rich working experiences have helped her develop valuable life skills in Business Communication, Leadership & Management, Innovation & Creativity, Client Services and Personal Effectiveness. She believes in the power of maximizing one’s potential by improving and changing oneself from the inside out. Her passion is in helping individuals be the best they can be.