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Moving out of Drama: The Art of Conflict Resolution Within a Bank and for a Customer
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Moving out of Drama: The Art of Conflict Resolution Within a Bank and for a Customer
  • Overview
  • Objectives & Outline
  • Methodology
  • Participant Profile
  • Trainer
  • Overview
    PROGRAMME DETAILS

    DATE

    12 – 13 March 2018

    TIME

    9:00 AM – 5:00 PM

    VENUE

    Asian Banking School
    Conflict in the workplace is unavoidable and is a key reason why employees are disengaged. It will find you whether you look for it or not. Thus, the ability to recognize conflict; understand the nature of conflict, drama and games; and bring swift and just resolution to conflict will serve you well as a leader. Likewise, the inability to do so may well be your downfall.
    LEARNING LEVEL
    Foundation
    PROGRAMME FEE*

    AICB MEMBER

    MYR

    1,900

    / PAX

    NON-MEMBER

    MYR

    2,400

    / PAX

    *inclusive of GST
  • Objectives & Outline
    LEARNING OBJECTIVES
    By the end of the programme, participants will be able to:
    • Understand the nature of conflict and identify its levels of seriousness  
    • Recognize poor conflict resolution behaviour with discounting and passivity  
    • Identify their roles in a Drama Triangle and how to move out of it 
    • Apply appropriate conflict resolution strategies  
    • Communicate issues that promote cooperation and minimize defensiveness in a mediation dialogue
    PROGRAMME OUTLINE
    Understanding conflict, its causes and warning signals

    Personality clashes, working styles and conflict
    • Describing personality types, working styles and preferred motivators  
    • Identifying the difficult person that can provoke you into conflict 

    Overcoming poor conflict resolution behaviours
    • Why are you not willing to be the first one to resolve conflict?   
    • How discounting and passivity escalate conflict?  
    • Handling other party inflammation and how to handle it 

    Drama Triangle and the danger of triangulation during conflict
    • What is Drama Triangle (DT)? How to spot its activities in conflict    
    • Description of roles (persecutor, victim and rescuer) in a Drama Triangle  
    • Moving from Drama Triangle to Compassion Triangle  

    Exploring Thomas Killman’s Conflict Resolution Strategies
    • Describing ‘competing, avoiding, compromising, collaborating and accommodating’ strategies  
    • Discuss: When should we use these 5 conflict resolution strategies? 

    Working through difficult issues during a dialogue (role play)
    • Why ‘assertiveness & cooperation’ is vital in conflict resolution? 
    • Scenario 1: When other party has more pressing issue 
    • Scenario 2: When your needs are pressing 
    • Scenario 3: When the other party and your needs are pressing 
  • Methodology

    With every module taught, we will follow through with short exercises or quizzes, role play, group discussions and presentation role play, video viewing, and the opportunity for open discussion and sharing

  • Participant Profile
    Managers or HODs from Customer Experience, Call Centre, HR or Operations
  • Trainer

    Thomas Lai

    QS Plus Consultancy

    Thomas Lai, Principal Consultant of QS Plus Consultancy, has more than 25 years of experience facilitating courses anchored on Customer Engagement, Transactional Analysis, EQ, Process Communication Model®, Lie and Deception and Motivational Interviewing for organizations from 18 different industries from Cambodia, Brunei, Singapore and Malaysia. He has also designed customer engagement surveys, mystery shopping and call audits, and conducted various leadership courses including coaching and mentoring. Formerly a HRD specialist with Globe Silk Store, Thomas has worked with a Singapore consulting firm as their country manager. He was also a training manager with OSK Investment Bank.
    He is a certified EQ and Process Communication Model® trainer with 6 Seconds Network and Taibi Kahler Associates, USA respectively, and has an MBA in TQM. He is trained in Facial Action Coding System and in Motivational Interviewing. In 2016, Thomas received the Advanced Certificate in Training and Assessment (ACTA), awarded by the Institute of Adult Learning, Singapore. He also holds a number of professional qualifications which includes a Certificate in Legal Practice, Certified Credit Professional, Certified Credit Professional – Islamic, Certificate in Life Insurance and Investment Link.

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