Why You Should Attend This Course:

Most people mishandle difficult conversations – often because they fear conflict. While others exercise aggression or one-way demands, thinking that is the only way to win. Conflict is a natural part of the workplace dynamics. When managed well, it can be a healthy part of synergy advocating strong problemsolving skills and a high performance team.

By helping you understand your typical conflict habits and equipping you with the tools for improving your approach, this course will enable you to apply the practical conversational skills needed to manage sensitive issues and challenging retorts.

Learning Outcomes:

• Understanding the model for conflict management
• Anticipating conflict before it manifests itself
• Avoiding the knee jerk reaction during an intense dialogue
• Apply empathy and assertive dialogue to engage others
• Managing different personalities and their thinking styles
• Reframing yourself from a victim to the victor mindset
• Managing aggression with interest-standards focused response
• Creating win-win with maximum option creation

Course Outline:

Day 1

• Anticipating conflict before it happens
• Understanding your choices during a conflict: Thomas Kilnman model
• Avoiding the knee jerk reaction approach: How to reframe your perception of conflict?
• Climate control with the right language: Using empathy and assertiveness
• Activities: Case study simulations – role plays, de-brief and discussions
• Calibrating to any personality type: Emergenetics – thinking and behaviour preferences may differ
• Avoiding the victim mindset: How to face up to bullies and meeting monsters?
• Diffusing difficult emotions in others: Coping mechanisms to support their underlying need
• Activities: Case study simulations – role plays, de-brief and discussions

Day 2

• Best practice: Harvard 7 Element model as a conflict tool for negotiation: Interest model “I.O.U”
• Understanding personal power: Power play within the conflict player and their motivation
• Dissociating thoughts with consequences with ABC model
• Activities: Case study simulations – role plays, de-brief and discussions
• Crafting the conflict landscape: mapping the stakeholders needs
• Improving your odds of success: Options creation and common ground
• Counter-tactics: Ideas to addressing ‘dirty tactics’ by separating people from the problem
• Activities: Case study simulations – role plays, de-brief and discussions

Trainer’s Profile:

Regina Chua is a global corporate veteran who has spent more than fifteen years holding various regional management positions in multinational corporations, specialising in marketing and business development of cutting-edge new technology solutions in Asia-Pacific for both industrial and consumer industries.

Her past seven years in China and Asia focused on sales and marketing development and new business market penetration initiatives in companies like Scott Paper, Apple Computer and Compaq Asia Pacific.

Her hands-on approach in global IT companies such as Verisign Inc., Schlumberger International Industries Asia, Compaq, Kimberley Clarke and Ogilvy Direct has proven that her strategies work, thus validating her frameworks and processes, which have become the key to translate business plans into successful sales achievements. Her strategic and operational approaches were highly effective in localising and adapting regional plans to maximise sales and marketing effectiveness across diverse cultures and business practices.

Regina brings a powerful blend of corporate veteran, consultant and trainer experience to the workshop. She has provided inhouse and public sales training for more than 1,200 executives and managers in just 18 months for MNCs and SMEs. Understanding the challenge of the Asian B2B consumer, the outcome of the workshop is evident by her impressive customer credentials and testimonials of the improved sales performance.

Regina holds a Bachelor of Business Administration from the National University of Singapore in 1988. She earned her MBA in Strategic Marketing from the University of Hull, United Kingdom in 2000 and a Diploma in Action-based Training from the Atlantic International University, USA in 2003. She also attended the highly acclaimed profession executive development programme, Developing Strategic B2B Opportunities at the prestigious Thunderbird University in Phoenix, Arizona, USA. She is also a certified behavioral consultant with DISC personality profiling.

Today, Regina provides business consultancy for those who need practical, down-to-earth solutions strategic business plan, go-to-market strategy and deployment, marketing strategy and planning and sales force management. Consulting clients today included global leaders and leading SMEs in Singapore and the region.

She is also a pioneer in developing B2B training workshops such as B2B Marketing Strategy, B2B Key Account planning and management, B2B Lead Generation Development in Asia for companies in Asia. Most participants come from the Fortune 500 and Singapore 1000 companies such as Philips, British Council, Dupont, Boston Scientific, NEC, Osram and Elsevier.