Dealing With Difficult People | EveAsh

Spend 2 Days with Eve Ash, a globally recognized training expert on Dealing With Difficult People

“Eve’s workshops are full of practical advice, ‘valuable action points to take back’ ‘great mix of humour, video,  & group work’, ‘kept the pace going well & covered a lot of content’ ‘ activities very, very good … rewarding to participate in’.

3 & 4 DECEMBER

Hilton Orchard Singapore

Based entirely on an international best-selling program, the “Dealing With Difficult People “ workshop is a unique opportunity to work face-to-face with a world renowned psychologist and expert on dealing with people problems at work.

Develop powerful skills to deal with negativity, complaints and arguments, whether it be angry customers, moody colleagues, overbearing associates, manipulative personalities or uncooperative people. Turn negativity onto productivity!

Eve Ash

Eve Ash

Eve Ash is based in Melbourne and Los Angeles.

A trained psychologist, award winning presenter and best selling Author, Eve is a globally recognized leading expert on “Dealing with Difficult People”.

A prodigious author and charismatic speaker, Eve has produced over 700 training programs, teaching over 20,0000 organisations and executives around the world how to communicate, present and resolve conflict successfully. Her programs are distributed in over 40 countries and in use by businesses, Governments and universities all over the world.

Eve has won over 160 international awards for creativity and excellence.Her best-selling books are published by Penguin Books.

Eve is an inspirational speaker renowned for her practical strategies, powerful communication style, memorable presentations and creative interactive workshops.

 

Eve is a great dealing with difficult people expert. She is an engaging facilitator and reinforces with high quality video presentations and fantastic role-plays.

 

Manager , Cheung Kong Holdings

Eve answered dealing with difficult people questions and challenges to the point. Nothing was grey and a solution was always presented in black and white.

 

Director, Wheelock & Co

A very creative and powerful way to teach dealing with difficult people skills! Eve ash is also a very effective facilitator!

 

Manager, Chow Tai Fook Holdings

This workshop was very efficient . Eve is very professional , committed and helpful at every turn. She delivers as advertised with extra miles!  Great course to recommend!

Manager, HDB

This is more than just a dealing with difficult people course as it also facilitates the reflection of who we are and how we can manage any difficult situation. Eve Ash is a knowledgeable trainer who knows her stuff

 

Senior Manager, Sasa

The trainer was very professional and committed to the class and she was very clear in her explanations. She facilitated a very effective class where everyone learned from her and everyone else.

Manager, Health Sciences Authority

I have never been to a Dealing With Difficult workshop that was more engaging then Eve’s!

 

Manager, DFS Group

We face multiple levels of people problems and Eve’s course was very helpful in preparing our staff for these issues. Thanks much Eve!

Manager, Bank of East Asia (BEA)

Unique Features
Through proven, hands-on accelerated learning techniques, you will learn how to “Keep Your Cool” when dealing with irate, rude, impatient, or persistent people
1 Gain a constructive understanding of negative, moody and angry people
2 Learn to identify and manage the key triggers for ‘difficult’ behaviour in customers and teams
3 Increase self-awareness of your contribution to a difficult situation
4 Explore a unique psychological approach to deal with difficult people and tough encounters
5 Learn powerful listening skills that a difficult person can respond positively to
6 Understand the impact of body language and the power of your tone, volume and speed of speech
7 Learn 10 ways to be a great responder to difficult people
8 Learn how to be assertive, not passive or aggressive
9 Refine the art of empathy and overcome difficult behaviour
10 Discover 8 ways to resolve conflict and de-escalate a conflict spiral
11 Welcome complaints and learn how to turn complainers into congratulators
12 Become a champion communicator and achieve a calm resolution when tempers are flared
13 How to manage a disagreement constructively with satisfactory outcomes
14 Learn feedback skills for use with difficult co-workers, staff or even your managers
15 Know how to respond to feedback, criticism or a personal attack
16 Learn how to deal with manipulative people
17 Explore strategies to turn resistance into assistance
18 Discover how you can actually motivate uncooperative people to work with you
19 Learn the best ways to handle a personality clash
20 Learn creative strategies for dealing with abusive calls
21 Discover the best ways to diffuse anger and reduce risk in aggressive and threatening situations
22 Discover 7 ways to handle a difficult boss for a win-win working environment
23 Adapt a proven 10 steps approach to eliminate bullying and harassment
24 Learn unique ways to mediate a dispute so both parties are dealt with fairly and best results are achieved
25 Learn 8 ways to manage your own stress in a difficult situation so you have the best chance of reaching a successful outcome for all
26 Learn how to create a respectful workplace and positive culture in your team
27 Become a star performer with CAKES: consistency, attitude, knowledge, efficiency and skills
28 Find out how scripts affect your behaviour and learn how to manage and moderate your own negativity
29 Learn a 3-step approach to deal with a long-winded person and retain respect
30 Learn how to work with someone who is too quiet ( Yes! We got that last one covered as well! )
Full 2 Day Program Agenda

DAY 1

Session 1          UNDERSTANDING DIFFICULT PEOPLE & CAUSES OF CONFLICT

LEARNING

  1. Uncover common reasons for customer and staff dissatisfaction
  2. Gain an understanding of negative, moody and angry people
  3. Learn to identify the key triggers for ‘difficult’ behaviour in customers and teams
  4. Explore the situations and people that challenge you most
  5. Build a common list of challenges we want to overcome and skills we wish to build
  • VIDEO: Case study
  • ACTIVITY: People I find most difficult
  • ACTIVITY: I hate … I wish …

 

 

Session 2         SELF AWARENESS AND MINDSET MANAGEMENT

LEARNING

  1. Learn Eve Ash’s unique psychological approach for overcoming negativity and dealing with difficult people and tough encounters
  2. Find out how scripts affect our behaviour, and how to rewrite negative scripts and build positive ones
  3. Increase self-awareness of your contribution to a difficult situation
  4. Understand the impact of body language and the power of your tone, volume and speed of speech
  5. How to manage your own negativity
  6. Learn to develop powerful positive attitudes to service and difficult people
  7. Discover the boomerang effect and how the reciprocity urge can help you communicate positively and provide excellent service
  • VIDEOS: Getting Motivated | Boomerang
  • ACTIVITY: The impact of our body language and voice
  • ACTIVITY: Rewriting service scripts

 

Session 3             COMMUNICATION SKILLS FOR HANDLING COMPLAINERS

LEARNING

  1. Learn 5 key listening skills and the common listening blocks
  2. Learn 10 ways to be a great responder
  3. Learn how to be assertive not passive or aggressive and see the impact of each communication style
  4. Deal with crying and frustration
  5. Refine and practise the art of empathy
  6. Learn the power of caring and apologising
  7. Welcome complaints and learn how to turn complainers into congratulators
  8. Learn steps for handling various complaints
  9. How to manage a disagreement constructively
  10. Discover 8 ways to resolve conflict and de-escalate a conflict spiral
  • VIDEO: Complainer case study
  • ACTIVITY: Welcoming complaints
  • ACTIVITY: Communication strategies for success

 

 

Session 4             HOW TO HANDLE DIFFICULT CO-WORKERS AND MANAGERS

LEARNING

  1. Learn feedback skills for use with difficult co-workers, staff or even your managers
  2. Know how to respond to feedback, criticism or a personal attack
  3. Learn a 3-step approach to deal with a long-winded person and retain respect
  4. See how to manage someone who’s too quiet
  5. Learn how to deal with manipulative people so you are always competent and professional
  6. Explore strategies to turn resistance into assistance
  7. Try out ways to motivate uncooperative people
  8. Discover 7 ways to handle a difficult boss
  • VIDEO: Sharing feedback
  • ACTIVITY: Skill building scenarios

 

DAY 2

Session 5             MANAGING AGGRESSION AND ABUSE

LEARNING

  1. Learn key strategies for dealing with abusive calls
  2. Discover best ways to diffuse anger and reduce risk in aggressive and threatening situations
  3. The importance of rules and standards
  4. Practise skills for dealing with anger and abuse
  5. Learn the best way to debrief after an angry encounter
  6. Learn 10 steps to eliminate bullying and harassment
  • VIDEO: Dealing with Abusive and Threatening calls
  • VIDEO: Bullying and harassment
  • ACTIVITY: Role play scenarios for skill building

Session 6             SKILLS FOR RESOLVING AND MEDIATING CONFLICTS

LEARNING

  1. Learn best ways to handle a personality clash
  2. Hone your skills in a practice scenario
  3. Find out how to mediate a dispute so both parties are dealt with fairly and best results are achieved
  4. Learn to manage conflicts effectively, even when they occur in a meting
  5. Prevent negative people taking control by stepping in early
  6. Turn negativity into productivity
  • VIDEO: Personality Clash
  • VIDEO: Mediating dispute case study
  • ACTIVITY: Conflict mediation game

 Session 7             BEING A CALM CHAMPION OF COMMUNICATION

LEARNING

  1. Learn 8 ways to manage your own stress in a difficult situation so you have the best chance of reaching a successful outcome for all
  2. Become a champion communicator and achieve a calm resolution when tempers are flared
  3. Create a respectful workplace and positive service culture in your team, even if you are not the leader
  4. Build positive and productive relationships
  5. Develop yourself to be a star performer with CAKES: consistency, attitude, knowledge, efficiency and skills
  • VIDEO: Switch on Caring
  • VIDEO: Ensuring a Respectful Workplace
  • ACTIVITY: My strategies for de-stressing
  • ACTIVITY: Practice scenarios for skill building

Session 8             MY PLAN OF ACTION FOR FUTURE DEVELOPMENT

LEARNING

  1. Review knowledge and skills you have learned
  2. Develop an action plan for your development in the future
  3. Get feedback from a special group
  4. Commit to improvement
  • ACTIVITY: Developing my plan
  • ACTIVITY: Sharing my plan with a special group

Dealing With Difficult People  Registration Form

3 & 4 DECEMBER

HILTON ORCHARD SINGAPORE

S$1695  |  Early Bird NOW

  • Availablity 70% 70%
  • Booked 30% 30%

2 Days of Expert Tuition 

2 Executive Lunches & 4 Networking Sessions 

Certification & Proprietary Training Materials

Just One Class for 2020

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***Do drop us a note if you need time for approvals - we will gladly hold places for you on a non-obligation basis – Trainee Replacement is always complimentary *** ( Email michael@clearwriting.org ) Upon receipt of this completed form via email, we will send you a confirmation of your regi status within 3 working days. Kindly get in touch with us on (65) 6270 3171 to check on your regi status if you do not hear from us after 3 working days. We do billing after course completion and in light of the dynamic situation today, rest assured that you may cancel your registration for this class and at no cost to you or your organization.