The pivotal challenge for Singapore’s public service is learning how to deliver on your public service responsibilities in the face of increasing stakeholder & citizen discontent and expectations, while working within constraints of the State.
How It’s Different & Why It Works.
You 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, behaviors 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 relationshipmanagement 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.
Workshop Design
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
Day 1
MORNING
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
AFTERNOON
Re-framing : From “problem” to opportunity for innovative solutions
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
Day 2
MORNING
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
AFTERNOON
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 Quek
Eliza brings 40 years of Transformational experience through hundreds of organisations in both the Public & Private sector. As a lead consultant in Public Service Reform to enable a member state to enter the European Union as well as an internal consultant with Esso in resolving conflicts and align performances to ensure seamless and synergistic operations.
Her work in Healthcare(Abbvie, Alcon, Amgen, Fortis Healthcare, GSK, Integrated Health Information Systems (IHIS); Johnson Matthey, Novartis, Roche Group, Sanofi-Aventis, Singhealth, Singapore Polyclinics)involved facilitating articulation of values based decision making and Crisis Prevention. She facilitated Whole brain (critical and creative problem solving and decision making) for Dell, the Land Transport Authority (LTA) and Singapore Management University (SMU).
Eliza sits on Barclays Global Faculty with clients including Allianz, American Express, Asian Development Bank, Astana International Financial Centre (Developing agile and collaborative teams) , Axis Bank, India; BNP Paribas Malaysia, Chase Manhattan Bank, Commonwealth Bank of Australia (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; Honeywell; Hyatt Regency, Johnson Matthey; Kulicke; Lantiq; Nexans, France; Nokia; Oracle, Philips Eindhoven; Powerseraya, PPG, Remy Cointreau, Siam Group; Singapore Airlines, Twitter, United Engineers; Westin Singapore) enables deep understanding of cross cultural challenges in communications, values and behaviours and decision making.
Eliza’s is also an external facilitator at 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. Her work with Duke CE, Singapore Management, MPA Academy, University of Queensland, Brisbane enables her to design and deliver customized training for their diversity of clients.
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Managing & Engaging Difficult Stakeholders | Vital Skills For Public Officers™