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SPEAK UP! – Facing Difficult People and Conversations Confidently

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Training by  ATCEN
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On-Site / Training

Details

All Executives need to communicate to a wide variety of people from their boss, fellow peers and even external parties such as customers and vendors. They must have the skill to be both empathetic and caring yet assertive at times. This is especially true when issues need to be raised to ensure organization values and rules are followed and any disruptive behaviour is stopped. However not all are able to initiate or manage them-self professionally in such a situation whether this is with their bosses, peers, subordinates or external parties suppliers
 
This is particularly true when the situation becomes hostile and when strong feelings are involved. Some manages prefer to avoid it all together and sweeping all these under the carpet. This 2-day workshop introduces the participants to the key elements and practical techniques associated with having an effective courageous communication.

Workshop Learning Outcomes

·Learn that communication never stops
·Be able to articulate our thoughts and opinions to others confidently
·Understand our personality and using it to enhance relationships
·Be assertive with others on what needs to be done
·Practice giving  feedback to our staff in a supportive manner;
·Be able to communicate with flair, facts and empathy
·Demonstrate professionalism when interacting with staff and peers;
·Practice framing the courageous conversation to ensure influence, impact and effectiveness of conversation
·Improve self-confidence in speaking up for courageous situations by using various techniques

Outline

Module 1: Communicate Non-Stop

·The Communication Model –We Communicate Always
·The Reality and Facts vs Perception and Fear

Activity: A Visual Assessment

Module 2: Practice Open Communication: The Power of Human Connection

·Personality Profiling to Enhance Communication and Relationship with Others
·Human Connection – High Tech vs. High Touch
·The 4 Key Strategies to Connect Everyone

Exercise : DiSC Profiling

Module 3: Be More Assertive

·The Four Steps To Assertive Behavior
·Saying 'No' To Unreasonable/Unrealistic Demands
·Telling Others What You Want - Asking For Things
·Providing Feedback to Others using BIS
·Expressing Opinions Effectively - Getting People To Listen
·Conflict Management

Exercise: Role Plays on Assertiveness and Conflict

Module 4: Framing a Courageous Conversation

·Types of Courageous Conversation
·What Is Your Story- Emotions Vs Facts
·Anchor Your Conversation Content with GPS (Gap, Pattern and Solutions).
·The Stages in a Conversation

Activity: Framing The Stories 

Module 5: Directions for A Courageous Conversation

·The 3H to Move forward
·Using SOOAR and SCARE Techniques for Speaking to Management
·DESSC for Serious Staff Communication

Activity: Role Plays on Various Courageous Conversation

Speaker/s

Jeremy serves as CEO and Principal Consultant of ATCEN Sdn Bhd, and Group CFO for the ATCEN Group. ATCEN Group has business in Academic Education (PORTMAN College) and Corporate Training (ATCEN). He has been in the Corporate Training industry for over 16 years.
 
He is a Chartered Management Accountant (ACMA), Certified Accountant in Malaysia (MIA), Chartered Global Management Accountant (CGMA) and holds a MSc. in Engineering Business Management from Warwick University. He is currently pursuing his PhD in University Malaya. He is a Certified Personal Profiler and Human Job Analysis (Thomas International), Certified Trainer (PSMB) and Certified Master Trainer with Western Kentucky University. He is a Professional Speaker with the Malaysian Association of Professional Speakers (MAPS).
 
With more than 20 years of strategic and operational management experience, he has worked and been involved in numerous industries. He has conducted and facilitated thousands of individuals in the areas of Strategic Review, performance management, leadership skills, sales, negotiation skills, sales and service and communication skills. He has facilitated workshops in the region and is able to handle people from different backgrounds and management levels.
 
Over the years, Jeremy has been involved in numerous business. He has lead/ started and closed businesses was involved in mergers, acquisition, daily operations and disposals. He has held a variety of leadership and project management roles in various organizations prior to ATCEN. He was the Senior Consultant with the largest Business Process Outsourcing organization in Asia, Head of Knowledge and Learning Management Division of a listed company, Special Project Manager for a Resort Group, Operation Head in a Resort in UK, Project Team Leader in a Technology start up firm with and also an Internal and External Auditor. He has also operated a Restaurant previously, a recruitment organization and also oversaw the operations of a 30 year old Association.
 
Additionally, he has collaborated with Accenture on a multi-million-Ringgit e-commerce project in the loyalty program industry.  There, he gained the prestigious MSC status for the organization, played a pivotal role in the areas of strategic and operational planning, organizational structure, organizational change and the management of the project.  He was also the project manager for the first ISO 9002:1994 certification for a vacation ownership company, worldwide. 
 

Special Offer

Early Bird Discount RM5,500 for 3 pax.

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ATCEN aspires to be Asia’s People and Capacity Development Partner. We believe all individuals can contribute to the betterment of self, the organization and the community. Having played an active role in developing high performance in the human capital of large, medium and small organizations in the Asia Pacific Region, we continue to strive to deliver measurable change in our services.

Established since 2003, we have garnered extensive experience in delivering business training, business events and capacity building engagements for professionals and businesses worldwide.

In our customers’ eyes, ATCEN represents Accountable, Partnering, Integrity and Customer Centric. The ATCEN Team delivers exceptional quality services by empowering our people to fulfil our purpose and mission to develop people and build sustainable capabilities in organizations.

ATCEN’s Affiliations and Partners:

  • Pembangunan Sumber Manusia Berhad (PSMB/ HRDF): ATCEN is a Class “A” training provider for PSMB (HRDF) and a 5 Star Rated Training Provider.
  • Ministry of Finance: Registered for training, course/seminar and education management.
  • Western Kentucky University (WKU, USA): ATCEN is a WKU Asia partner, offering their certification programs for the Asian community. ...
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