Conflict Resolution

At the end of the program, the participants will be able to:

• Identify the different personality types
• Design and demonstrate the ability to influence the behaviours by employing some simple skills by calibrating and learning to listen actively
• Create a cohesive, respectful, and productive work environment.
• Handle and manage forward steps in managing difficult people / employees
• Overcome personal limitations when handling challenging situations

Executives, Management teams, Frontline staff, Supervisory staff

DAY 1
0900    
Program Mandatories     
    Introduction 
    Welcome and Program Objectives 

0945    
Understanding the types of People     
    Recognizing the Types of People
    Appreciate the cause and motivations for these difficult behaviours
    Understanding Human Behaviours

1030    Break 

1045    
Understanding different personality types using DISC profiling and Understanding Their Language of Appreciation     
    Recognizing the types in DiSC
    Managing them to get the most output
    5 Languages of Appreciation
    Giving & Receiving Feedback

Activity: Handling Mr Grinch & Ms Prissy  
Teams must act out their Language of Appreciation without speaking.
Outcome: When a participant truly understands the Language of Appreciation, they will effortlessly be able to demonstrate it.   Participants will learn how to design, establish, and manage personalities in various scenarios.  

1300    Lunch 

1400    
Understanding EQ     
    The Power of Emotions
    The Limbic System
    Getting Acquainted with Models of Emotional Intelligence

Activity: Self-analysis questionnaire to determine own level of emotional intelligence

1530    Break 

1545    
Where Empathy  Matters with Others    
    Interpersonal skills
    Social Awareness and Empathy
    Emotions and Culture

Activity: Application practice to employ the emotional triad effectively

1545    
Building Rapport      
    Building Deep & Instant Trust 
    Using Body Language to Influence 
    Using Visual & Spatial Anchors to Influence 
    Learning to implement this at the workplace during meetings and coaching sessions 

Activity: Body Language Manipulation  
Outcome: Participants will experience for themselves the power of influential body language. 

1700    
End of day 1 

DAY 2 : 0900 -1700

0900    
Review     
    Review and Recap of Day 1 

0945    
Employing The Right Approach @ Work    
    Influencing Others
    Having difficult conversations
    Dealing with change
    Toxic Workplaces and Emotional Intelligence
    Active Listening  

1030    Break 

1045
The Meaning of the Communication is the Response You Get     
    Clarifying Statements 
    Understanding when and how to ask the right question
    Taking the time to question – rather than answer
    Using probing techniques to gather information
Activity: Zoom, Zoom, Zooming 
Participants will be required to piece a puzzle together Outcome: Participants will learn how to handle various piece of information in a proper way to make the best of the situation.

1300    Lunch 

1400    
Understanding Motivations      
    Pain VS Pleasure, Possibility VS Necessity 
    Listening & Speaking Styles 
Activity: Meeting Mr Grinch and Ms Prissy II
Participants will be provided a set of scenarios
Outcome: Participants will strategise, design and deliver a conversation to suit the scenarios provided 

1530     Break 

1545    
Leading and Emotions    
    Leadership and Emotional Intelligence
    Emotional Agility
    Cultivating EI in organisations 

Activity: What Next?
Participants in groups will be required to draw out their next steps to cultivate EI in their organisation. 

1615    
Putting It All Together     
Case Studies, Brain Storming & Project Planning 

1700    End of Program 

Training is delivered in a highly interactive and experiential way. Concepts and background information are presented through group exercises, discussion and activities creating an environment that facilitates accelerated learning and application.

The trainer will facilitate discussion of real issues and challenges that the participants face in their work and private lives. Each activity will be thoroughly de-briefed to link the learning to real life situations.

At the end of the program, participants will be provided with an assignment that they will be required to discuss within their groups and present during the Action Learning session (2 weeks after the program). 

DHENA or     KOMATHI DORAISAMY
NLP Practitioner | MWS Certified Trainer | | Certified NLP Coach | Certified Design Thinking Coach | Certified NLP Hypnotherapist | Certified Clinical Hypnotherapist | Marketing | Leadership |

Dhena has been in the marketing arena for more than 25 years working in various industries ranging from broadcasting to training, to FMCG and her last role was as a Regional Communications Manager for APAC for a trade association from the UK who were active in the Energy sector.

She has played a marketing role in varied industries and sectors and has in her experience launched various successful brands, events, relaunched products and trained various marketing and sales teams in her capacity during the tenure in those organisations. She has in her capacity worked with frontliners and support staff on customer service focus and excellence.  Having played a pivotal role in marketing – she knows what stress is and has employed various ways to manage it. She employs tried and tested strategies and has also become an advocate to Managing Mental Health.  She also has researched, designed, and facilitated various other training programs for corporations and NGOs ranging from Marketing oriented to Sales, Coaching, Personal Development, LifeSkills and Interpersonal Skills. 

Dhena has a law degree with a certification as an NLP Practitioner, an NLP Coach & Hypnotherapist, a certified Clinical Hypnotherapist, a Design Thinking Coach, a Certified Mini Workshop Series Practitioner, a certified HRDF Trainer, a Law of Attractions Trainer, and a Virtual Learn Caster.  She is much sought for her marketing expertise and creativity besides her passion in Design Thinking and Digital Marketing with its exciting landscape in the current norm.  

Her passion to uplift the community has got her involved in programs across the globe focusing on uplifting the underprivileged. Her pursuit continues with her burning desire to empower more people and that has become her mission on earth

Some of the Organizations That She Has Facilitated For Are: 
astro, The Star, Tenaga Nasional Berhad, Suruhanjaya Tenaga (Energy Commission), Daihatsu Perodua, Sime Darby Oils, Cargill, Canon, Sacofa, KPTM, Intec, Cambert, Nuvanta, Kordel’s, Holista Colltech, Energy Industries Council, Natural Factors NSG Group, ATMAH Foundation, National Council of Women’s Organisations Malaysia and many, many more. 

Upon successful completion of this program, you will receive a Certificate of Achievement.

1. By Credit card: You can opt to register and pay online with our latest payment integration system through our website.
2. Bank Transfer- You can also opt to bank transfer payment via local / international banks. Please send payment slip as proof of payment.
3. HRD Corp Claimable Courses Skim Bantuan Latihan Khas - Applicable to Malaysian Employer Only

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