Working with Different Personalities

FULL  |  Next run: 1 & 2 Oct 2019

The workplace is filled with colourful personalities. While you can’t change behaviours, you can learn how to handle them effectively.

Course Code/ID: CRS-N-0028864

"Working with people of different working styles can cause conflict and stress for us. This course is aimed at helping you to understand the reasons for the different behaviours of people; learning the different strategies on managing mindset and communication skills to reduce conflicts and get the work done; as well as techniques to work with specific groups of people whom we may perceive as difficult in our workplace."

Ms Chua Bee Choo, Trainer

Working with difficult people can cause us a certain level of stress and frustration. The fact is, we cannot avoid them and neither can we change their behaviour. The best way to go about this then is to learn how to work effectively with them.

This course aims to equip you with the right attitude and the relevant skills and techniques to handle different types of difficult people; so that relationship can be improved and work can get done more effectively. At the same time, the course also provides you with ways to get feedback about yourself and what you can do if you find yourself belonging to one of the categories of difficult people.

After the workshop, you will be able to:

  • define what is a “difficult” person and the 2 main situations where people become difficult
  • recognise your instinctive response to people who are difficult and why you will respond in that manner
  • understand the 2 dimensions that affect how people behave that may be different from others
  • learn about different working
    behavioural styles of people, what is important for each of them and
    what happens if their intents are not met
  • identify the different categories of difficult people and their characteristics
  • practice different techniques and strategies to handle each category of difficult people
  • improve communication for dealing with different types of difficult people
  • exercise awareness of your own behaviour so as to not become a difficult person to others

Outline

  • Introduction
    – What is a “difficult” person?
    – What are the causes
    – Some thoughts about difficult people
  • 4 types of responses to difficult people
    – Instinctive responses towards difficult people and why
    – Learning to manage your own emotions to prevent flight or fight response
  • 4 styles of working  behaviour
    – 2 dimensions that explain why people behave differently
    – 4 general working styles of people
    – Understand the intent of each working style and what happens when that intent is not met
  • Identify the categories of difficult people
    – 10 categories of difficult people from the 4 working styles
    – Characteristics of each category
  • Strategies to cope with difficult people
  • Techniques to handle specific categories of difficult people
  • Ensuring we do not become the difficult person
    – Ways to get feedback on how you behave towards others
    – What to do after discovering that you belong to one of the categories?

Who should attend

Executives and administrators who need to work with different types of people.

Methodology

Participants are guided through practical steps of the topic with a combination of lectures, case studies and group discussions.

Trainer

Ms Chua Bee Choo has worked in both the private and public sectors. Her main focus of training are on service excellence and personal effectiveness. She has been training adult learners since 1999 and her areas of training include; Customer Service, WITS/IQC, WSQ Courses in customer service, EI Intelligence at work, EI Skills & Handling Difficult Customers, Time Management, Supervising and Coaching Staff for Service Excellence, Working with People of Different Personalities and The 7 Habits of Highly Effective People.

Her strength in customer service comes from her practical experience in dealing with customers at the front counters and call centres, as well as developing and implementing service policies and initiatives; such as setting service standards, conduct service audits, evaluating performance and implementing the integrated rewards system for the organisation.

She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Hons), Diploma in HRD, Associate Diploma in Customer Service (USA) and the Associate Diploma in Public Speaking (LCM), a Certified Trainer for the Disc Profiling System, Certified Trainer for the 7 Habits of Highly Effective People, Certified Six Seconds Associate EQ Trainer and Certified Stress Management Consultant. She has also attained ACTA certification awarded by WDA. She was also one of the recipients of CSC (Civil Service College) Trainer Excellence Award 2012.

Essential Information