Managing Difficult Colleagues & Situations at Work

Marketing Institute of Singapore - Executive Development


Course introduction

Just because someone isn't walking the same path as you, doesn't mean they're going the wrong way. People may have very different perspectives on how things should be done, but they may have the same goals. Having differing views can actually help you achieve better results as you complement each other's talents and aim for synergy of ideas. A difficult colleague may have good intentions. This course will help you identify the intentions behind difficult behaviour and learn strategies and techniques for managing difficult situations with internal customers at all levels.



Course Outline


Day 1

  • Introduction and Ice breakers
  • Sampling of difficult behaviours provided by participants
  • The angry workplace – Situations leading to bad behaviour
  • Ten categories of difficult behaviour and their motivations
  • Active and passive reactions to difficult colleagues
  • Four strategies for managing difficult people at work
  • Group activity – Applying the strategies
  • Task focus and people focus behaviour
  • Four main intentions that induce difficult behaviour
  • Case study – Identifying good intentions that result in bad behaviour
  • Video presentation – A summary of learning points and strategies
Day 2
  • Review of learning points from previous session
  • Analysis of personal encounters (individual sharing)
  • Blending and Redirecting strategies
  • Harnessing our visual and vocal skills to influence others
  • How to apply listening skills in managing negativity
  • Listening skills exercise – self evaluation
  • Managing negativity and emphasising common ground
  • Surviving through skillful communication – Video
  • Groups activity – How to apply communication skills
  • Bringing out the best in people at their worst
  • Self analysis – Are you a difficult person?
  • Summary and concluding remarks



Available Course Sessions


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Trainer Profile


James Suresh

James Suresh is a trainer, PR consultant and bestselling author. The co-creator of Singapore's comic icon 'Mr. Kiasu', he has co-written a series of comic books as well as authored books on his military career. He develops comic strips for magazines and scripts for multi-media productions. His recent book entitled 'On a Street in Singapore' has won two awards, namely the Sunday Times Best seller and Reader's Choice Award.

James started his career as an army officer and eventually moved into public relations. Following his 15 year stint in the army, he set up a publishing and design company. After five years in the publishing business, James left to pursue his interest in training and PR Consulting. He is a certified EQ trainer with 'Six Seconds Inc' based in the US, and is also an accredited PR practitioner and an NIE certified teacher.

James is an associate trainer at the Marketing Institute of Singapore and a council member at the Institute of Public Relations Singapore. He conducts seminars and workshops in Singapore and the Asian region. James is a member of the Programme Advisory Committee for Royal Melbourne Institute of Technology (RMIT) and a lecturer in public relations for Curtin University. He is also a member of the editorial board for the Army News.



 

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