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Handling Difficult Colleagues and Clients
  • Overview
  • Objectives & Outline
  • Methodology
  • Participant Profile
  • Trainer
  • Overview
    PROGRAMME DETAILS

    DATE

    24 - 25 June 2020

    TIME

    9:00 AM – 5:00 PM

    VENUE

    Asian Banking School
    This vital workshop helps you deal with difficult colleagues and customers in an assertive and constructive manner. It provides a set of tools and techniques to help you feel more confident in managing difficult situations at work. Activities include questionnaires, role-play and case studies as well as discussing how to handle real-life situations you are facing.
    LEARNING LEVEL
    Intermediate
    PROGRAMME FEE

    AICB MEMBER

    MYR

    2,500*

    / PAX

    NON-MEMBER

    MYR

    3,000*

    / PAX

    *Subject to 6% Service Tax

  • Objectives & Outline
    LEARNING OBJECTIVES
    By the end of the programme, participants will be able to:

    • Reflect on why people behave the way they do in difficult situations
    • Learn how to adapt the way you react in different contexts
    • Discover strategies to build better relationships with difficult people
    PROGRAMME OUTLINE

    Understanding the Nature of Conflict

    • Identifying your difficult situations and people
    • Defining conflict
    • Understanding different types of conflict
    • Types of conflict and you
    • Focus on behaviour

    Understanding Yourself and Others
    • Quiz - physical reactions in difficult situations
    • Hot buttons
    • Communications preferences
    • Accepting diversity

    Managing Yourself and Others
    • Dealing with stress
    • Strategies to help others calm down
    • The decision-making tree
    • Reacting to criticism

    Communication Skills
    • Listening
    • Using questions with difficult people
    • Showing empathy
    • Adapting your communication style
    • Adapting your language
    • Role play

    Conflict Management
    • Conflict management techniques
    • Your conflict, your choice
    • Collaborate
    • Over to you

  • Methodology

    This programme emphasises language improvement, skills development and communication strategies in a practical context. We use a communicative approach which allows participants to practise and demonstrate communicative ability in the most realistic way possible. Participants should preferably have at least an intermediate level in English proficiency.

  • Participant Profile

    Executives and managers who deal with many colleagues and clients

  • Trainer

    MICHELA POLSELLI

    Michela has extensive experience in teaching and training General English as well as Business English, Professional Development Skills and Tourism-related subjects. She has worked in the field of English Language teaching in two universities and two training centres, before joining the British Council in Sri Lanka first and later in Kuala Lumpur.
    She started her career during her studies working for EF Tours as a tour leader for educational travels in Europe for high school students. After several internships with cultural associations and tour operators, she trained to become a teacher and started teaching in China. There, she was a lecturer of Professional Skills Development, Sustainable Tourism Management and English at Chengdu University of Technology on a Sino-British collaborative programme with Edge Hill University (UK). In addition, she has experience teaching General and Business English to corporate clients through Berlitz Chengdu (China).

    She later worked as a General and Business English instructor and Professional Development Instructor at LUISS University in Rome, Italy, where she prepared university students for the job industry and designed courses and materials for tourism and skills training. In Sri Lanka, she carried out corporate training with the Commission to Investigate Allegations of Bribery or Corruption and trained IFS employees in Business Communication Skills.

    In the classroom, Michela adds drama and music to her lessons and finds that this helps students and participants feel more at ease in the classroom as well as creating more real-life experiences for them.


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