Managing & Engaging Difficult Stakeholders
In The Public Service
2 & 3 November, 2020
Managing & Engaging A Post-Covid Citizenry
The public service is facing a Post Covid Singapore that is going through an unprecedented rise in unemployment, exacerbation of socio-economic inequalities and a general undercurrent of disenchantment. The pivotal challenge for today’s public service is learning how to deliver on your public service responsibilities against a tide of ever-increasing stakeholder & citizen discontent and expectations, while working within constraints of the State.
How It’s Different & Why It Works.
Public officers will be empowered to identify the root cause of difficulties and challenges they face with demanding and difficult stakeholders; apply proven strategies to manage & engage including co-creating innovative solutions to achieve win-win.
In 2 Days You Will;
- Articulate your internal standards of delivery against your stakeholders’ ever rising expectations
- Identify your own conflict triggers, emotions, behaviours and learn how this impacts your desired outcomes in managing stakeholders
- Learn how to diagnose and identify underlying causes of your stakeholders’ challenging or difficult behavior
- Red flag biases, beliefs and assumptions that stand in the way of reaching consensus and a positive outcome.
- Identify your own emotions and behaviours & learn how to direct them toward a desired and effective response
- Re-position your message to get through to difficult stakeholders
- Re-examine your relationship management practices to building stronger trust.
- Review purpose and differentiate problems from paradoxes
- Map out and balance paradoxes
- Learn how to Ask, Listen and Learn from your stakeholders to co-creating refreshingly new solutions for your win-win.
- Pre-work : Reading on diversity of difficult people and how to deal with them. Conflict management questionnaire
- Highly interactive and experiential. Self assessment and skills practice. Videos. Critical incidents and case studies.
- Participants will work on REAL-LIFE issues and challenges; using the safe environment of the workshop to “play and test ideas”. They will leave the workshop with insights into how to better cope with challenging / problematic stakeholders.
Day 1 Training Agenda
- Welcome and introduction to workshop objectives
- Ice breaker : Why do I serve? My values and standards.
- Stakeholders’ expectations: gap analysis
- Differentiating problems from paradox
- Paradox management
- My nightmare stakeholder/s behavior
- Root cause of difficulties
- Re-framing : From “problem” to opportunity for innovative solutions
- Difficult people DO exist (Example – Intimidating, Hostile, Belligerent, Loud, Argumentative, Confrontational, Pushy, Deceitful, Malicious, Shrewd, Rude, Unpleasant, Unfriendly, Egotistical, Critical, Sherman Tank, Complainer, Negativists)
- My “hot button” triggers, emotions, behavior and impact
- Skills Practice : Shifting my emotions and behaviors towards greater effectiveness
- Biases and stereotyping that stand in our way
- When do I feel stumped?
- Punchline skills practice (How to respond effectively when stumped)
Day 2 Training Agenda
- Welcome back and review.
- Bringing your critical incidents and cases to life – Positioning messages
- Deal or no deal
- Feedback – Plus Delta
- Power and influence
- Identifying opportunities for CRM and building trust
- Trust formula
- Peer coaching : Fly on the Wall
- Peer coaching : Fly on the Wall (cont’d)
- Feedforward on other strategies to deal with difficult personalities
- Difficult stakeholders as a source of innovation
- Summary review
Your Engagement Facilitator
Eliza brings with her a wealth of Transformational Leadership experience in both private (MNCs, SMEs) and the public sector (Public Service Reform to enable Malta to enter the European Union; evolving People Cantered Management culture in Singapore’s Vocational Industrial Training Board; strategic thinking and diversity management, Myanmar government; enabling Ethiopian Airlines to compete effectively within Africa).
As internal consultant to Esso Singapore, Exxon Chemicals and Esso Eastern Inc., she helped teams to resolve conflicts and align performances to ensure seamless and synergistic operations. In Singapore Press Holdings, she established a competency based Performance Management, Talent Development and Succession Planning system.
Her work in Healthcare (Abbvie, Alcon, Amgen, C-Suite Fortis Healthcare, GSK, Integrated Health Information Systems; Johnson Matthey, Novartis, Roche Group and Roche Diagnostics, Sanofi-Aventis, Singhealth, Singapore Polyclinics) involved facilitating articulation of Leadership Brand, enhancing executive presence, connecting with impact (AT Kearney) and agility to thrive in a VUCA and digitalized world, building storytelling and internal consulting skills; ethical reasoning, values based decision making and Crisis Prevention. She facilitated Whole brain (critical and creative problem solving and decision making) Design Thinking and Innovation (including Business Innovation models) for Dell, the Land Transport Authority of Singapore, IT Department and the International Trading Institute, Singapore Management University
Eliza is on the Barclays Global Faculty and clients in the financial industry include Allianz Asia Pacific, Allianz Indonesia, American Express, Asian Development Bank (includes Virtual Coaching); Astana International Financial Centre (Developing agile and collaborative teams) , Axis Bank, India; BNP Paribas Malaysia, Chase Manhattan Bank, Commonwealth Bank of Australia (Virtual delivery of Cross cultural skills); DP Information group; DBS; Euler Hermes, HSBC (Developing High Value Business Partnerships); Khazanah, London Stock Exchange, OCBC, Malaysia’s RHB, Standard and Poors, the Singapore Institute of Directors, Thomson Reuters and UOB.. Eliza has coached Managing Directors, enhanced stakeholder management, strategic networking and partnering skills; influencing and negotiations; cultural fluency, change management and communications (advocacy and inquiry skills, asking high impact questions and active listening; ‘pitching to senior decision makers with different risk appetite; conducting difficult conversations); strategic planning and team building and paradox management.
She has enabled clients in RBS and Deutsche Bank to ‘Lead through transitions’ and “Manage Change’, built mentoring partnership among Mentors and Mentees in Ascendas Singbridge, Dell, HSBC, Keppel Corporation and Singhealth Polyclinics.
Eliza is a member of the BP Global Faculty and her experience with different corporate cultures (Amgen, Cairn India; Deutsche Post DHL; Diageo UK; DP Information Group; Dr Wolff, Eka Chemicals/Akzo Nobel; Ericsson; GenPact India; GrowAsia; Honeywell; Hyatt Regency Asia Pacific, Johnson Matthey APAC; Kulicke and Soffa; Lantiq; Nexans, France; Nokia; Oracle, Philips Eindhoven; Powerseraya, PPG Asia Pac, Relx and Remy Cointreau, Siam Cement Group; Singapore Airlines, Twitter, United Engineers; Westin Singapore) enables deep understanding of cross cultural challenges in communications, values and behaviours and decision making. Eliza is used to working with translators in delivering programmes to the Ural Bank of Redevelopment’s Senior Management, Women Leaders in the Institute of Democracy, Slovakia; BP managers in Baku, Azerbaijan; MacDonald’s New Directors in Shanghai; Total Vietnam’s Managers and the Ministry of Education, Myanmar.
She is former Chair, Research and current First Vice President, APAC (Asia Pacific Alliance of Coaches), an ACTA certified Trainer, Assessor and Course Developer for Singapore’s WSQ (Work Skills Qualification) framework, a Fellow of the Higher Education Academy, UK and licensed Instructor for a number of Achieve Forum, Mercer and Korn Ferry programmes, Barrat’s Cultural Transformation Tool, Berlitz TMC’s Cultural Navigator Tool’, DISC, MBTI and the Hogan Assessment tools. She integrates 360 results with psychometric instruments (Change Style Indicator in coaching and enhancing personal effectiveness, team management and leadership skills). Eliza is a former member of the Board of South Central Family Services Centre.
Eliza has successfully delivered webinars and full day workshops for Achieve Forum, Berlitz and the International Trading Institute, SMU and Johnson Matthey China via WebEx, Zoom, Skype for Business, Teams and Adobe Connect. She provides virtual coaching to Senior Management in APMEA using what’s app and skype.
Her M.A. in Manpower Studies from Birkbeck College, University of London provides a sound basis for her part time academic career in Singapore Management University, Nanyang Technological University, the Lee Kuan Yew School of Public Policy / Nazarbayev University, Singapore Institute of Management Global, Manchester Business School, the Universities of Kingston, Portsmouth and Surrey and the Open University where she taught Business Strategy, Ethics and Governance, Management Futures, Entrepreneurship and Enterprise Development, Internationalization of SMEs. Marketing, Sustainable Leadership, Customer centric and service excellence mind-set, Marketing Communications and E-commerce, Creativity, Innovation and Change, Human Resource and Knowledge Management; the Learning Organization and on-line MBA supervision. Her work with Duke CE, Singapore Management University Academy and Executive Education, MPA Academy, University of Queensland, Brisbane enables her to design and deliver customized training including Sun Tzu’s Art of War and Strategic management for their diversity of clients.
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Managing & Engaging Difficult Stakeholders
In The Public Service
2 & 3 NOVEMBER
S$1695 | Early Bird
- Availablity 70% 70%
- Booked 30% 30%