New user? Register as member

Handling Conflict and Confrontation

In even the best run organization, conflict happens. Conflict doesn't have to be costly or have negative consequences, though left unacknowledged it can be distracting at best and at worst, destructive. Generally most people try to avoid conflicts due to inadequate conflict management skills. Rather than react to conflict on a purely emotional level, learn to manage disputes and disagreements positively and proactively. Unlock the positive potential of conflict and learn how to approach conflict situations constructively and with increased confidence.

Objective

At the end of the workshop, participants will be able to:

• Understand your own conflict patterns
• Improve your listening and communication skills
• Learn to "read" conflicts by developing a "conflict map"
• Practice effective conflict management methods depending on workplace relationships
• Repair damaged relationships
• Develop coping strategies and your coping style
• Learn to identify and own your emotions
• Lessen conflict between you and your boss
• Lessen conflict between you and your colleagues
• Learn the nature and value of teamwork

Outline

Jumping In With Both Feet - Relationship Building

• Using EQ to interact positively with your colleagues and subordinates; and clients
• Identifying, discerning and escalating people’s needs
• Making the individual feel valued
• Maintaining ongoing relationships

Effective Customer Communication Strategies

• Understanding people communication tendencies
• Identify your communication style

Diagnose Workplace Conflicts -- Mapping the Conflict through the Enneagram

• Conflict versus disagreement
• Stages of conflict development
• The outcome relationship model to decipher the appropriate conflict management approach

Moving Beyond Conflict -- Dealing with People Types

• Become assertive in your dealings with people
• Dealing with passive, aggressive and passive-aggressive individuals
• Apply appropriate conflict management strategies through role-plays

Who should attend

Suitable for new managers or anyone wanting to develop their effectiveness in dealing with confrontation and resolve conflict situations at an early stage.

Methodology

Highly interactive training program which consists of mini-lectures, sharing sessions, group discussions, role play and case studies.

Testimonials

- Learn a lot from this course, Practical & useful tips
- Activities are useful to aid learning, easier to remember concepts
- The trainer is well Prepared
State Courts

- Useful analogy & example to explain the variant theories
- Good Variety of activity, photos used for drawing activity can be better
- Very engaging & Interactive, small class sit also allows more engagement & sharing, Trainer is very knowledgeable & also share interesting cases, info with Us
Immigration & Checkpoints Authority

- Course content will be useful for my course of work to better manage or to prevent conflicts at work place or home
- Trainer is knowledgeable and has shared cases to relate to course content for better understanding
Immigration & Checkpoints Authority

Profile of Swing Goh

DISC Flow® Certified Trainer | Keynote Speaker | Life Coach | People Developer | Facilitator | Change Consultant | Infopreneur

Swing Goh is a Facilitator, Speaker, People Developer, and Courseware Designer with nearly 18 years of extensive experience in hands-on Engineering, Quality, Project Management (in the manufacturing industry), and Customer Service within multinational corporations and various industrial sectors. Her diverse skill set, resourcefulness, and innovative approach make her a highly effective and inspiring facilitator in adult learning.

Swing excels in working within multi-cultural and diverse environments, which enhances her ability to connect with and relate to professionals from different backgrounds. This skill has contributed significantly to her success as a facilitator.

She facilitates WSQ Employability Skills, Generic Manufacturing, and Service Excellence modules, along with customized programs. Her clients include AB Scitex, AMK Town Council, ASME, Broadcom, CHASSasia, Dialog Asia, Evergreen Shipping, Food Empire, Food Junction, Fu Yu Manufacturing, Hexon Technology, Home Team Academy, Jurong Port, K Box, Leonian Holdings, Makino Asia, Maybank, MINDEF, New Port Duty-Free, Oil States Industries, Singapore Power, Singapore Technologies Marine Ltd, Swiss Precision, and Wine Connection, among others. In addition to her facilitation work, Swing is actively involved in courseware development and consultancy, including conducting Training Needs Analysis for corporate clients.

Swing holds a Master’s Degree in Engineering Science (Engineering Management) and a Diploma in Quality Assurance Engineering. She is a professional coach in Transformative Coaching, an International Coach Federation (ICF) approved training program, and is IBM certified in AI and Design Thinking.