Managing Conflicts Effectively Using Emotional Intelligence

20-21 Jul, 2017, Furama Hotel Kuala Lumpur

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Ms K. Yasotha, an experienced corporate trainer in the areas of business communication, personal development, leadership, customer service, public speaking as well as writing skills, has more than 16 years of experience in the education and training industry. She has trained participants from various leading institutes and multinational organizations in Malaysia, Singapore, Indonesia and Vietnam. Her participants comprise of officers, support staff, secretaries, executives and managers from numerous corporate sectors.

 

Having been the Customer Relations Manager for an international organization, she imparts the essential skills and knowledge that are pertinent to ensure the highest quality of service to internal and external customers while maintaining professional business etiquette. In addition, she has also published course books entitled “Easy English / Working English” for the National Productivity Board (NPB) of Singapore.

 

Ms K. Yasotha, who is on a personal mission to educate and empower individuals with the necessary knowledge in order to achieve personal and organizational goals, is well-known for her practical, dynamic and lively sessions. She achieves her objectives and mission through challenging interactive sessions, thus consistently receiving excellent feedback from her participants.

 

Among the organizations that she has conducted in-house training for are Sony Video, ACCA, Mayban Assurance, AE Technology, Bank Pertanian, KLMF, SP Setia, BDO Binder, GEP Associates, Great Eastern, MCIS, Bax Global, Morrison, Zaid Ibrahim & Co., Kobe Precision Technology, Malaysian National Reinsurance Bhd, BASF Petronas Chemicals, Morrison, Penang Port Authority, Multimedia University, Tenaga Nasional Bhd, Yamaha , Soritsu Sdn Bhd, Mattel , Komag, Kobe, B Braun, Transocean, Antah Schindler, Skynet, Syarikat Maluri, Automotive Centre of Excellence, Atos Origin, Westport, Proton, CIMA, Schlumberger, Astro, Visiber, Efogen, RHB, UOA, OUB, Interflour, Nilai University, Hong Leong, Securities Commission…

 

Ms Yasotha, who is a PSMB certified trainer and a certified NLP practitioner, holds a Cert in TESL, B.A. (Hons) in English and M.Sc. in Corporate Communication.

Venue Details

Furama Hotel Kuala Lumpur
136, Jalan Changkat Thambi Dollah, 55100 Kuala Lumpur, - 55100
Phone : (603) 2788 8888
Fax : (603) 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
  • The Domains of Emotional Intelligence
  • Developing and Enjoying Benefits of Emotional Intelligence
  • Self and People Awareness – Analyzing Personalities
  • Communicating Effectively Using Emotional Intelligence to Enhance Relationships
  • Understanding and Dealing with Workplace Challenges
  • Applying the Appropriate Conflict Management Style
WHO SHOULD ATTEND?
  • Secretaries
  • Customer Service Personnel
  • Executives
  • Managers
METHODOLOGY
  • Lectures
  • Case Studies
  • Group discussions
  • Role-plays
AFTER ATTENDING THIS COURSE,
YOU WILL RETURN TO YOUR JOB…
  1. Understanding The Fundamentals Of Emotional Intelligence
  2. Knowing How The Lack Of Self-Awareness Contributes To Conflicts
  3. Analyzing Individual Differences And Handling Difficultapplying Personalities
  4. Controlling Moods And Practicing The Habit Of Patience For Better Relationships
  5. Realizing The Impact Of Poor Communication On Workplace Conflicts
  6. Applying The Appropriate Conflict Management Style To Resolve Conflicts Effectively
DAY 1
9:00 THE DOMAINS OF EMOTIONAL INTELLIGENCE
  • Overview of Emotional Intelligence (EI) & Emotional Quotient (EQ)
  • 5 fundamental aspects of emotional intelligence
  • Reducing blind spots through self-awareness
  • The effects of emotional hijack on your life
  • Understanding the importance of empathy and motivation at the workplace
  • Symptoms of low emotional intelligence
10:45 DEVELOPING AND ENJOYING BENEFITS OF EMOTIONAL INTELLIGENCE
  • How to improve your emotional intelligence?
  • Ability to manage emotions and reduce stress
  • Ability to build healthy relationships
  • Ability to deal with personal and work challenges
1:00 Lunch

2:00

SELF AND PEOPLE AWARENESS - ANALYZING PERSONALITIES

  • The importance of understanding and embracing differences in personality
  • Do you have awareness of your personality?
  • Understanding various personality types
  • Difficult people – How to change if you are one
3:45 SELF AND PEOPLE AWARENESS - ANALYZING PERSONALITIES (cont.)
  • Difficult people – How to handle if you are faced with one
  • Practicing the habit of patience in handling individual differences
5:00 End of Day 1
DAY 2
9:00 COMMUNICATING EFFECTIVELY USING EI TO ENHANCE RELATIONSHIPS
  • Understanding the role of words, intonation and body language in communication
  • Identify your personal barrier to effective communication
  • Replacing negative language with positive language for a favourable reaction
  • Understanding passive, aggressive and assertive styles
  • The impact of communication styles on working relationships
  • Understanding body language – yours and others’ – to reduce communication conflicts
10:45 UNDERSTANDING AND DEALING WITH WORKPLACE CHALLENGES
  • Analyzing the causes and forms of challenges at the workplace
  • The pitfalls of silo thinking
  • Relationship between conflict, motivation and productivity
  • Benefits of resolving conflicts successfully
  • Emotional awareness and stress management as a core conflict resolution skills
  • Managing your attitude for constructive conflict resolution
1:00 Lunch

2:00 APPLYING THE APPROPRIATE CONFLICT MANAGEMENT STYLE
  • Analyzing five conflict management strategies – which approach works?
  • Building a collaborative environment to resolve conflicts
  • Negotiating needs, wants, interests and goals with empathy
3:45 APPLYING THE APPROPRIATE CONFLICT MANAGEMENT STYLE (cont.)
  • Using the “Interest-Bases Relational Approach” theory to resolve conflicts
  • Applying the 5-step conflict resolution process for a win- win outcome
  • Maintaining your composure using EI during challenging moments
5:00 End of Course