Events: How To Manage Conflicts & Difficult Customers & Training Techniques for Trainers

HOW TO MANAGE CONFLICTS & DIFFICULT CUSTOMERS 20 & 21 June 2012 MEF Phileo Damansara 2, Petaling Jaya

TRAINING TECHNIQUES FOR TRAINERS 26 & 27 June 2012 MEF Phileo Damansara 2, Petaling Jaya

There are many things we cannot control when dealing with other people. But there are skills we can learn to keep disagreements constructive and resolve conflicts in a positive way. The most important thing to keep in mind is that resolving conflict is not about one person proving the other person wrong. Resolving conflict is about working with the other person to solve the problem and maintain the relationship. It is also easy to work with people you like, and it is even easier to work with people who like you. But that's not always the case. Sooner or later, you'll have to deal with a difficult customer. Service providers who don't learn how to work well with difficult people lose their hair, their marbles, and their customers. The first part of this workshop will provide eight specific, reliable solutions to deal with conflict that help you put aside your differences, control your emotions, and move forward. The second part of this workshop helps participants to become adept in winning difficult customers, be more confident in his/her own abilities, and to increase participants’ poise, and intensify self-esteem Topics Covered HOW TO MANAGE CONFLICTS § Understanding Constructive disagreement vs Destructive Conflict § What make conflicts worse § How to respond with empathy § How to actively listen § How to set a limit § How to find something to agree with § How to use “I” language instead of “You” language § How to disengage to cool off § How to appeal to mutual self-interest § How to attack the problem, not the person HOW TO MANAGE DIFFICULT CUSTOMERS § A review of customer service § Understanding what customer wants § Customer Service Interpersonal Skills § 4 types of commonly difficult customers - Angry customer - Chatter box - Rude customer - The very difficult customer § Why other people are difficult § Understanding individual differences § Dealing with specific customer situation professionally § Customer service tools and techniques § Using the telephone § Effective listening: Knowing what and when to say something Target Audience All levels of business professionals and employees. Methodology § Lecture § Practical § Training games § Video § Discussion Course Fee § RM550 (members) § RM700 (non-members)

Objectives This 2-day course is designed to enable Supervisors, Executives, Managers and potential trainers to obtain the skills necessary to identify methods of training that are most suitable to the learning needs of their target audience. Thus, the participants would be able to select appropriate training aids relevant to the training programme, using feedback and questioning techniques to stimulate participation and deal with difficult situations arising during the delivery of training. Topics Covered THE TRAINING CYCLE • Analysing Needs • Training Objectives • Lesson Planning • Presentation, Evaluation • Characteristics of an Effective Trainer ADULT LEARNING • Know Your Trainees • Basic Principles learn • The Need For Variety DELIVERING TRAINING • Communication Skills • Non-Verbal Communication • Questioning Skills/Answering Questions/Giving Feedback • Active Listening • Building Trainee’s Self-Esteem SETTING THE STAGE • Using Visual Aids/Resource Material • Room Layout • Timing ASSESSING YOURSELF AS A TRAINER • Self-Inventory on Assertion • Problem Participant Strategies • How can a Trainer Help Trainees Target Audience Trainers, Supervisors, Executives, Managers and all those who are required to train others as part of their job. Methodology • Lectures • Video presentation • Individual & group exercises • Role play • Discussions Course Fee • RM550 (members) • RM700 (non-members)

REGISTRATION FORM We would like to register the followings for the Course on: (Please P where applicable) * How To Manage Conflict & Difficult Customers; 20 & 21 June 2012 * Training Techniques for Trainers; 26 & 27 June 2012 Contact Person : ______________________________________________________ Designation : ______________________________________________________ E-mail : ______________________________________________________ Company Name & Address Tel Fax ________________________________________________________________________ Participant Details: (1) Name Designation E-mail ___________________________________________________________________ (2) Name Designation E-mail ____________________________________________________________________ (3) Name & Designation E-mail Please ü where applicable : q Members of Malaysian Employers Federation q Non-Members Total Fee : RM___________ Cheque no : ______________ Fax or send your registration form to : MEF ACADEMY SDN BHD FAX : 7955 6808 Email : nazlina@mef.org.my; roszana@mef.org.my TEL : 7955 7778 ext. 137/144 ( Contact Person : Ms. Eina/ Ms. Zana) Address : 3A06 – 3A07, Block A, Pusat Dagangan Phileo Damansara II, No. 15, Jalan 16/11, Off Jalan Damansara, 46350 Petaling Jaya, Selangor www.mef.org.my