Problem Solving & Interpersonal Skills in Challenging Times

27-28 Mar, 2017, Furama Hotel Kuala Lumpur

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Learn from the Best

Carol Chiam a.k.a. O.K.Chiam is a professional trainer, mentor, motivator, public speaker, customer service guru and an author of 8 books.

 

She has with her more than 25 years of vast working exposure in more than 7 industries, especially the financial and service sectors. Her professional qualifications and wide exposure not only made a successful trainer but given her an extra edge in writing comprehensive books to share her knowledge.

 

She has with her no less than 15 years experience in training & development of staff and agents in leading multinational companies. She is a seasoned professional trainer for public and in house programmes. Her participants include from large Multinational Companies, leading Conglomerates, Financial & Service Sectors, Oil & Gas Companies, Fast Moving Consumer Goods Industries (FMCG), Construction Sector, Manufacturing Sectors, Ministries, GLCs, SMIs, Universities, IT sectors, etc.

 

Carol’s English Language courses are very well accepted and have been successfully conducted for in house and public programmes for participants from all over Malaysia. There is a popular demand for more of her courses in this area, especially from those who have attended her trainings before.

 

She is an approved PSMB Trainer with more than 15 years training experience. Besides the Personal Development courses, she is a popular and seasoned trainer in customer focus management, sales management, public speaking and presentation skills, people management, communication skills and English grammar.

 

Carol believes that her success in training is very much due to her ability to interact with her participants in 3 languages i.e. English, Bahasa Malaysia and Mandarin and also, her vast exposure of more than 25 years in several industries, especially in multinational companies.

 

A strong believer in reinventing and continuous improvement, she places attitude as the most important criteria for any success. She strongly endorses the “keep learning” habit for personal development.

 

"Knowledge is no power but Application is"

Venue Details

Furama Hotel Kuala Lumpur
136, Jalan Changkat Thambi Dollah, - 55100
Phone : 03 2788 8888
Fax : 03 2788 8889

Click For Hotel Location

Contact us

Juliany,
03 2283 6109
juliany@ipa.com.my

Phoebe,
03 2283 6100
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Jane,
03 2283 6101
Jane@ipa.com.my

ADDRESS 
A-28-5, 28th Floor, Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my

FOCUSING ON

PART A: PROBLEM SOLVING SKILLS

  • Significance Of Problem Solving Skills
  • Common Failures
  • Problem Solving Process
  • “Wh” Formula In Problem Solving
  • Define Problems - “What”
  • Generating Solutions With Creative Thinking - “Who & Where”
  • Making Decisions - “Which”
  • Implementing Decisions - “When”
  • Evaluating Solutions - “How?”

PART B: INTERPERSONAL COMMUNICATION SKILLS

  • Win Relationship With Effective Verbal Communication
  • Showing Sincerity With Non Verbal Communication
  • Communicating Effectively For Harmonious Environment
  • Building An Effective Relationship At Work
  • Listening Attentively
  • Dealing With Difficult People
  • Managing Conflicts
  • Art Of Tact & Diplomacy
INTRODUCTION

Problem Solving & Interpersonal Skills play vital roles at the work place and business.

 

Poor problem solving can lead to problems unsolved and aggravating situations. Wrong decisions made can defer actions. Lack of follow up in problem solving will not bring good outcome. The root cause of problems must be well defined before providing solutions.

 

Lack of Interpersonal Skills can lead to misunderstandings, conflicts and affect work harmony. Interpersonal skill is another important tool for work harmony. The inability to work with each other can lead to low work production. Colleagues should learn to tolerate, accept and co-operate in order to contribute their fullest to the company. It is imperative to master interpersonal skills for work harmony and maximum productivity.


COURSE OBJECTIVES
  1. Solving problems effectively.
  2. Improving effectiveness with the skills acquired.
  3. Improving human relations in the workplace and in business.
  4. Minimizing conflicts at work and maximizing work output.
  5. Achieving your company’s objectives and goals
WHO SHOULD ATTEND
Specially for Supervisors, Executives and Managers
METHODOLOGY

Full participation is required in this much energized training.

There will be role plays, individual and team activities.

AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Being be able to raise a high level of confidence in problem solving.
  2. Mastering the art of interpersonal communication skills.
  3. Learning how to build good relationship in the workplace.
  4. Raising ability to contribute to your company’s goals.
  5. Being able to improve work harmony with the acquired skills.
 
Day 1: PROBLEM SOLVING
9:00 SIGNIFICANCE OF PROBLEM SOLVING SKILLS
  • Achieving maximum output at work with less unsolved problems
  • Overcoming bad effects of unsolved problems
  • Accomplishing company’s goals in a shorter time
9:45 COMMON FAILURES
  • Wrong conclusion
  • Insufficient data given
  • Solutions formulated not meeting expectation
  • Untrained staff handling problems
  • Absence of evaluation of solutions implemented
10:45 PROBLEM SOLVING PROCESS
  • Make it simple with the common “ 5 steps”
  • Define problem
  • Generate solutions
  • Decide on solutions
  • Implementation
  • Evaluation on solutions
11:30 “WH” FORMULA IN PROBLEM SOLVING
  • What are the cause and effect?
  • Who are involved?
  • Where to get solutions?
  • Which solutions to offer?
  • When to implement?
  • How to evaluate solutions implemented?
12:15 DEFINE PROBLEMS - “WHAT”
  • Identifying the problem
  • Brainstorming to get the right conclusion of problem
  • Research for undisclosed data
  • In-depth analysis making use “ WHO” principles
1:00 Lunch

2:00 GENERATING SOLUTIONS WITH CREATIVE THINKING - “WHO & WHERE”
  • Formulating different solutions to solve problems
  • Getting feedbacks on proposed solutions
  • Balancing pros and cons of various solutions
2:45 MAKING DECISIONS - “WHICH”
  • Ensuring decisions benefit all parties concerned
  • Circulating decisions to all parties
  • Implementation of decisions without delay
3:45 IMPLEMENTING DECISIONS - “WHEN”
  • Fast implementation
  • "TAG" Formula as a guide
4:15 EVALUATING SOLUTIONS - “HOW?”
  • Follow-up strategies
  • Evaluate all solutions implemented
  • Generate more solutions if not workable
5:00 End of Day 1
Day 2:
INTERPERSONAL COMMUNICATION SKILLS
9:00 WIN RELATIONSHIP WITH EFFECTIVE VERBAL COMMUNICATION
  • Rephrasing words for better relationship
  • Positive tone secures positive outcome
  • How you say matters!
10:00 SHOWING SINCERITY WITH NON VERBAL COMMUNICATION
  • Body Language to show your sincerity
  • Eye Contact & Smile to show respect for the other party
  • Nonverbal nods to show you are listening
11:00 COMMUNICATING EFFECTIVELY FOR HARMONIOUS ENVIRONMENT
  • With Your Boss
  • With Your Sub-Ordinates & Colleagues
  • With Customers & External Parties
12:00 BUILDING AN EFFECTIVE RELATIONSHIP AT WORK
  • Focusing on others and not yourself
  • Listening attentively
  • Controlling Emotions
  • Empathize
1:00 Lunch

2:00 LISTENING ATTENTIVELY
  • Listen actively
  • Ask, if not clear
  • Never assume
2:45 DEALING WITH DIFFICULT PEOPLE
  • Focusing on issues and not persons
  • Be calm and patient in difficult situations
  • A.S.A.P. Concept to meet expectation
  • Right mindset: Tolerate & Accept
3:45 MANAGING CONFLICTS
  • Developing Emotional Intelligence to handle conflicts
  • Company Interest & Your Role as prior importance
  • Win-Win Relationship
4:15 ART OF TACT & DIPLOMACY
  • Learn this art for better interaction with others and work harmony
5:00 End of Course