INTRODUCTION

Workers spend on average over 75% of their time in one-to-one verbal communication i.e. face-to-face or on the telephone. Therefore effective interpersonal skills are essential tools for today’s modern worker. Most dissatisfied employees will blame poor motivation and poor   communications as two of the major areas which affect them in a very negative way. In the multi-cultural work environments of the Malaysia , good interpersonal skills and cultural sensitivity are essential elements for successful management. Only recently have organizations realized that people are their greatest asset. Being able to deal effectively with people from different cultures and backgrounds is vital for success in today’s global business  environment. This course is for those people who want to understand how to communicate more effectively, with their customers, their staff, their colleagues and, their bosses.

OBJECTIVES

Participants are expected to gain detailed understanding of their styles and behavioural hence   enable them to learn people skills necessary to achieve the objective stated below;

• To have a clear understanding of what is ‘good communication’
• To consider the role of effective interpersonal skills in the workplace
• To identify what is meant by assertion, non-assertion and aggression
• To practise those skills necessary for assertive behaviour
• Ensure that each delegate understands the different methods of communication and how to use each one
• Ability to recognise and interpret different interpersonal styles and deal with them
• To handle negative and difficult situations and resolving customer complaints

COURSE CONTENT

MODULE 1 : PEOPLE SKILLS FOR IMPROVING YOUR INTERPERSONAL COMMUNICATION

• What is effective communication?
• How messages flow – the different channels of
• Barriers to communication and how to overcome
• The power of language in communication
• 5 Qualities of an effective communicator
• Developing listening skills
• Asking the right questions
• The Johari Window

MODULE 2 : PEOPLE SKILLS FOR ENHANCING YOUR DAILY INTERACTIONS

• The Behavioral Style Evaluation
• The Behavioral Style Grid
• Behavioral styles – Aggressive, Assertive, Submissive
• Four main types- Amiable, Expressive, Analyst, Driver
• Transactional analysis – Parent, Adult, Child
• Improving Intrapersonal Behaviors

MODULE 3 : PEOPLE SKILLS FOR RELATING TO DIFFICULT PERSONALITIES & SITUATIONS

• Difficult Personalities
• Difficult Situations
• Sources and causes of conflict in the work situation
• Dealing with anger and conflict
• General Coping Strategy
• Approaches and techniques for dealing with anger and conflict
• A Final Formula

MODULE 4 : PEOPLE SKILLS FOR MAKING YOUR BEST FIRST IMPRESSION

• The First Four Minutes
• Handshake Blunders and Handshake Bonuses
• Working a Room
• Remembering Names
• Body Language – ‘the hidden communicator’
• Giving ang receiving feedback

MODULE 5 : PEOPLE SKILLS FOR ADVANCING YOUR PROFESSIONAL IMAGE

• Through Thoughtful Correspondence
• Through Demonstrated Panache
• Through Appropriate Etiquette
• Through Professional Charisma

MODULE 6 : PEOPLE SKILLS FOR PROMOTING YOURSELF AND YOUR IDEAS

• Deadly Career Stoppers and Essential Career Promoters
• How to Negotiate Successfully
• How to Build Trust/Loyalty
• How to Get Heard & How to Squeak

METHODOLOGY

An adult learning approach using a combination of lectures and simulation, exercises, management games & group discussions

WHO SHOULD ATTEND?

Executive & Non-Executive Level

TRAINER

Mazdurah Mohd Zin

Mazibah Mohd Zin

Jumari Kosrin

FEES (WITHOUT ACCOMODATION)

RM1,100.00 per pax

Early Bird RM1,000.00 per pax

(20 days before program)

2 pax RM 1,050.00 per pax

3 pax > RM1,000.00 per pax

(This fees is inclusive of 2 morning tea breaks, 2 lunch , 2 afternoon tea breaks, notes and certificate of attendance for the participants)