Effective Communication & Conflict Management Workshop by Sri Devi Panchacharam
Date: 20 & 21 June 2019 (Thursday & Friday)
Time: 9:00am to 5:00pm
Venue: Hotel Istana City Centre Kuala Lumpur
Most of us do realise that communication is of supreme importance. But do we really understand, that it relates directly to the company’s bottom-line?  We live in a world of instant-connectivity. It is not uncommon to see posts in Facebook or Tweets which expresses grave dissatisfaction to services received by a certain company, and suddenly, its big news! Before you know it, the potential revenue loss due to this can skyrocket beyond control.

Very often, employees are not told- they are fully responsible towards the relationships they build with colleagues and clients. They are being entrusted to hold fort, and single-handedly manage the company’s reputation. In today’s competitive business world, the primary differentiation between one company and another is communication. With never-ending demands stemming from every direction, most people choose to hear, rather than listen, and in some occasions, the message can be misunderstood, resulting in costly errors in monetary terms and in some instances, professional relationships too get jeopardised.

Participants who attend this workshop will be coached to become better speakers and listeners, and will also be able to get other people to listen better to them. These skills, once mastered, is an effective tool which helps people avoid misunderstandings, increases the quality of customer service, develops concentration skills and creates solid professional and personal relationships.

This workshop serves as a tool for the participants to understand the importance of communication in their jobs, telephone etiquette, handling different behaviours and a variety of other skills which improve their on-the-job performance. As a result, companies can ensure that their service standards will always be uniformly upheld, whilst boasting a superior five-star customer service executives and managers.
Upon completion of this workshop, participants will be able to:

• Gather an understanding on basic communication skills and that it is of paramount importance
• Continuously strive to improve and perfect their vocal intentions to sound positive, convincing and professional
• Refine your communication skills by developing facility with the communication model
• Enhance their verbal and non-verbal communication skills
• Choose positive words
• Eliminate the usage of negative phrases and filler sounds
• Understand the elements involved in a face to face communication
• Identify what affects listening, and why most people are so bad at it!
• Learn to recognise the triggers and the different problems people may have which leads to conflicts
• Appreciate how and why people respond to conflicts in the manner they do
• Implement constructive approaches to conflicts while avoiding ones that leads to destructive outcomes
• Manage the different “challenging” personalities
Program Content:
Module 1: The Traits of a Highly Successful Executives
• The Most Important Skill Needed by Majority of Employees Across Malaysia (according to Jobstreet.com)
• The Ultimate Challenges Faced by People… Really?
• Cause vs Effect (The Ideal Way to Live Life)
• Activity: Which End of the Spectrum Are You?
• 4 Deadly Viruses That Attack Our Minds Hundreds of Times a Day
• Are You’re a Superhero?
• Real Life Story: Superhero Strength
• K-S-C-C: Attributes of a Confident Communicator
• Winning Mind-set is Like an Oxygen Mask
• 3 Rules of the Mind: The Ultimate Superpower
 - The Law of Attraction
• Reprogramming Your Daily Thoughts for a Productive Life
• Individual Exercise: Reprogramming Thoughts

Module 2: The NLP Model of Communication
• What is Communication & Why it Matters?
• Random Thoughts: When two people face the same situation, why do they have a different reaction?
• Understanding The NLP Model of Communication
• Group Revelation Session: Challenges with Internal & External Communication
• It is Not Always About “What You Know” but “How You Say It”
• The Secret: A Slight Tweak in Our Mind Alters the Entire Outcome
• Increasing Our Sensory Acuity
 - Observing Other People’s Reaction

Module 3: The Underdog of Communication: What is NOT Said
• The Mehrabian Communication Chart
• Body Language, Voice (Tone) or Words: Which is the most important?
• Demonstration: It is Not Always About the Words
• Role Play: Scenarios at Workplace / Meetings which Could Be Improved with Great Body Language
• Body Language for Managers & Leaders
• Individual / Group Actvity: How Savvy are we with Reading Body Language?
• Why is Rapport Important for All Relationships?
• 3 Keys to Rapport
 - Key 1: Calibration
 - Key 2: Matching & Mirroring
 - Key 3: Pacing & Leading
• 5 Realistic Ways to Build Professional Rapport
• Role Play

Module 4: Linguistic Patterns for Successful Negotiation & Influencing Skills to Manage Objections
• The Six Human Needs: Why Do People Do What They Do, by Anthony Robbins
• Conscious Use of Language- Phrases That Should Be Removed From Your Vocabulary- Immediately!
• Group Brainstorming: What’s in & What’s Out?
• Why is Language Important?
• Using Embedded Commands in Your Negotiation
• Answering an Objection
• Chunking Up & Down- The Tool Behind Achieving an Agreement
• Activity: Chunking During a Meeting
• The Agreement Frame: Handling Disagreements with Poise
• Video Case Study on the Agreement Frame Pattern
• Role Play

• Classroom Lecturettes
• Open Talk Session
• Stand-Up Discussions
• Pre & Post Training Tests
• Group Brainstorming Activities
• Energisers
• Individual Quiz
• Case Study
• Pop Quiz
• Mock Phone Calls
• Role Plays
• Best Practices Video
Who Must Attend:
This workshop is aimed for participants across all levels
Investment Fees:
RM1,908.00 (Including 6.00% Service Tax) per participant (Standard Fee)
RM1,590.00 (Including 6.00% Service Tax) per participant (Early Bird Fee, register by 10 June 2019)

Group incentive: Register 3 participants from the same organization, the 4th participant is FREE. (Buy 3 Get 1 Free)
There are 3 methods to register for this training:
  1. Kindly click here for online registration. Register Now.
  2. Kindly download this registration form, and fill up all the particulars. Please fax back to +6-03-6270-9993. Click here to download Registration Form (177KB).
  3. Call us to register. Tel: +6-03-6270-9883.
This Training Programme is SBL Claimable *Subject to PSMB conditions.

Pembangunan Sumber Manusia Berhad (PSMB)We Are An Approved Training Provider Under SBL Scheme With Pembangunan Sumber Manusia Berhad (PSMB/HRDF)