SPEAK UP! – Crucial Conversation and Managing Conflicts

Any Executive needs to communicate with a variety of people such as their boss, fellow peers and external parties such as customers and vendors. They are expected to be empathetic yet assertive. This is especially true when critical issues related to corporate values and rules need to be raised and disruptive behaviours stopped.

However, not all executives want to initiate such conversations. Some find it difficult to maintain their composure when they are attacked or accused. With all the strong feelings and the hostility, some prefer to avoid it altogether and sweep it under the carpet. They suffer in silence and allow the situation to get worse.

This 2-day workshop introduces the participants to practical techniques needed to frame courageous conversations and manage conflict with difficult people. Expect lots of role-plays to gain experience and composure in such situations.

Workshop Learning Outcomes

Module 3A: Framing a Courageous Conversation

• Types of Courageous Conversation

• What Is Your Story- Emotions Vs Facts?

• Anchor Your Conversation Content with GPS (Gap, Pattern & Solutions)

• Discussion: Using a case study to break down the steps of a courageous conversation and the emotion vs facts

Module 3B: Anchoring The Courageous Conversation

• The Stages in a Conversation

• The 3H to Move forward

• Managing the Stages of Anger and Intensity of Conflict

• Role Plays: Courageous Conversation Practice 1and 2

Module 4A: Having Assertive and Courageous Conversation

• The Difference in Communication Upward, Down, Peer and Customers

• The Power of Apologizing and Being Neutral

• Role Plays: Courageous Conversation Practice 3 and 4

Module 4B: Directions for A Courageous Conversation When Reporting

• Using SOOAR and SCARE Techniques for Speaking to Management

• DESSC for Serious Staff Communication

• Activity: Using SCARE to communicate between

Jeremy Lee
Jeremy serves as CEO and Principal Consultant of ATCEN SdnBhd, 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. 
Some of the companies he has worked with includes Alliance Bank, AIA, AMEX, AmBank, Axiata, Bacfree,  Bank Islam, Bank Rakyat, Bank of Tokyo, Bank of China, Bank Negara, BD Agriculture BMW (M), BP, Celcom, Cerebos Asia Pacific, ComexGenesys, CNI, CIMB Bank, CMA-CGM, DanoneDumex, Dell, DHL Express, DHL IT, DiGi, e-Genting, EasyCall, EON, EPIC, ExxonMobil, Fibertex, Fuji Xerox, Great Eastern, EPIC-I, General Electric, Etiqa, Hitachi, Heitech-Padu, Hong Leong Bank, HP, IBM, IJM Properties, IOI Corp, Iraq South Oil, Inti University, KWSP, KWAP, Kenanga Investment Bank, Kings Confectionery, LaFarge Cement, Maybank, Mayban Assurance, MAA, MBF Cards, Merck, Mesiniaga, MLRe, MSIG, MYOB, Nike, Nokia, OCBC Bank,  Petronas, Perodua, Philips, Proton, Polyplastic, PSDC, RHB Insurance, RHB Bank, Sapura Crest, Scomi, Siemens, Shell Trading, Shell SITI, SME Bank, SMECorp, SP Setia, SRG, Standard Chartered Bank, Spices and Seasoning, Sony Malaysia, Sony (PG), STAR Publications, Stemlife, Sunway Hospital, SWIFT, Taylors University,  Telekom Malaysia, Telekom Sales and Service, TIME, TMTouch, TM Net, TenagaNasionalBerhad, Tokio Marine, Toyota Autobody, TNT Express, UMW Toyota, UOB Bank, UMobile,  Vsource, ZTE etc.