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Assertiveness and Courageous Conversations
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Assertiveness and Courageous Conversations
  • Overview
  • Objectives & Outline
  • Methodology
  • Participant Profile
  • Trainer
  • Overview
    PROGRAMME DETAILS

    DATE

    17 – 18 October 2018

    TIME

    9:00 AM – 5:00 PM

    VENUE

    Asian Banking School
    14
    AICB
    CPD HOURS
    All executives need to communicate to a wide variety of people from their bosses, fellow peers and even external parties such as customers and vendors. They must have the skill to be both empathetic and caring yet assertive at times. This is especially true when issues need to be raised to ensure organisation values and rules are followed and any disruptive behaviour is stopped. However, not all are able to initiate or manage themselves professionally in such a situation. This is particularly true when the situation becomes hostile and when strong feelings are involved. Some managers prefer to avoid or ignore it all together. This 2-day programme introduces participants to the key elements and practical techniques associated with having effective courageous communication.
    LEARNING LEVEL
    Intermediate
    PROGRAMME FEE

    AICB MEMBER

    MYR

    2,200

    / PAX

    NON-MEMBER

    MYR

    2,700

    / PAX

  • Objectives & Outline
    LEARNING OBJECTIVES
    By the end of the programme, participants will be able to:
    • Learn that communication never stops
    • Articulate our thoughts and opinions to others confidently
    • Understand our personality and use it to enhance relationships
    • Be assertive with others on what needs to be done
    • Practice giving feedback to our staff in a supportive manner
    • Communicate with flair, facts and empathy
    • Demonstrate professionalism when interacting with staff and peers
    • Practice framing the courageous conversation to ensure influence, impact and effectiveness of conversation
    • Improve self-confidence in speaking up for courageous situations by using various techniques
    PROGRAMME OUTLINE
    Communicate Non-Stop
    • The Communication Model – we communicate always
    • The reality and facts vs perception and fear
    • Activity: a visual assessment

    Practice Open Communication: the Power of Human Connection
    • Personality profiling to enhance communication and relationships with others
    • Human connection – high tech vs. high touch
    • Four key strategies to connect everyone
    • Exercise: DiSC profiling

    Be More Assertive
    • Four steps to assertive behaviour
    • Saying 'no' to unreasonable/unrealistic demands
    • Telling others what you want - asking for things
    • Providing feedback to others using BIS
    • Expressing opinions effectively - getting people to listen
    • Conflict Management
    • Exercise: role play on assertiveness and conflict

    Framing a Courageous Conversation
    • Types of courageous conversations
    • What is your story- emotions vs facts?
    • Anchor your conversation content with GPS (Gap, Pattern and Solutions)
    • The stages in a Conversation
    • Activity: framing the stories

    Directions for A Courageous Conversation
    • 3H to move forward
    • Using SOOAR and SCARE techniques for speaking to management
    • DESSC for serious staff communication
    • Activity: role play on various courageous conversations 
  • Methodology

    The training methodology will be based on the ATCEN PEAK methodology. This will include high impact short lectures, case studies and discussions, lively activities, multimedia learning enhancement – audio and video, insightful presentations to the team and instant feedback from the facilitator.

  • Participant Profile
    Senior executive level and above
  • Trainer

    Jeremy Lee

    Jeremy Lee has more than 20 years of strategic and operational management experience, and has worked and been involved in numerous industries. Serving as a Trainer and Consultant for many companies, he has conducted and facilitated thousands of individuals in the areas of performance management, leadership skills, sales, negotiation skills and communication skills. He has facilitated workshops in Malaysia, Indonesia, Singapore and China, and is able to handle people from different backgrounds and levels.

    He has held a variety of leadership and project management roles in various organisations. He was Senior Consultant with the largest business process outsourcing organisation in Asia, Head of Knowledge and Learning Management of a listed company, Special Project Manager for a resort group, Operation Head in a UK resort, Project Team Leader in a technology start-up firm, and an Internal and External Auditor. He has also personally lead and consulted with banks, telecommunication companies and FMCG companies to enhance their customer experience.
    Jeremy Lee is a Certified Personal Profiler and Human Job Analyst with Thomas International, a Chartered Management Accountant (ACMA) andChartered Accountant (Malaysia), and holds a MSc. in Engineering Business Management from Warwick University. He is also a Professional Speaker with the Malaysian Association of Professional Speakers (MAPS) and is currently pursuing his PhD with University Malaya.

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