Managing Differences Conversation

By the end of the course, you will be able to:

• Manage difficult conversations
• Predict the results of a conversation
• Establish the intent of a conversation
• Identify the desired outcome
• Use probing techniques
• Create a conversation template
• Maintain safety in a conversation
• Stay in control of the conversation throughout

• HR Managers
• Team Leaders
• HR Executives

Day 1
9.00AM - 10.30AM 
MODULE 1: INTRODUCTION

• Icebreaker
• Housekeeping items
• The parking lot
• Workshop objectives

10.30AM - 10.45AM Break

10.45AM - 1.00PM 
MODULE 2: CHOOSING TO HAVE THE CONVERSATION

• Considering the consequences
• Establishing your frame of reference
• Establishing positive intent
• Identifying the desired outcome

1.00PM - 2.00PM Lunch

2.00PM - 3.30PM 
MODULE 3: TOOLKIT FOR SUCCESSFUL CONVERSATIONS

• Managing your body language
• Speaking persuasively
• Active listening
• Asking questions
• Probing techniques

3.30PM - 3.45PM Break

3.45PM - 5.00PM 
MODULE 4: CHOOSING THE TIME & PLACE

• Weighing urgency
• Privacy
• Consideration
• Transparency and presence of third parties

Day 2

9.00AM - 10.30AM 
MODULE 5: FRAMEWORK FOR DIFFICULT CONVERSATION

• What is your purpose?
• Steps for a difficult conversation
• Creating a conversation template

10.30AM - 10.45AM Break

10.45AM - 1.00PM 
MODULE 6: STAYING SAFE

• Anticipating conflict
• Mutual respect
• Common ground

1.00PM - 2.00PM Lunch

2.00PM - 3.30PM 
MODULE 7: STAYING SAFE (Continuation)

• Staying in control
• When to walk away
• When things do not work

3.30PM - 3.45PM Break

3.45PM - 5.00PM 
MODULE 8: SUMMARY

• Program review
• Action plan

This training workshop is designed to be interactive and participative. Delegates will be given opportunities to actively participate in workshop activities.
The following techniques and tools will be used:

•     Individual and Group Work
•     Role Plays
•     Peer Group Sharing
•    Observation and Feedback
•     Interactive presentation and debriefing by facilitator

DR DASS
HR Business Coach
PhD (Adult & Continuous Ed, UPM)
M.Ed (Training & Development, UK)
Post-Grad Dip HRM (UK)
C-IV Certificate in Training and Workplace Assessment (Australia)
CAHRP
Work Experience

Dr Dass comes with 30 years of HR, Learning and Development corporate work and training experience. Early in his career, Dr Dass worked for SMEs’ and MNC before setting up his own human resource and training practice.

He worked as a HR Manager in a leading Real Estate Agency with a work force of about 500, before he moved on to Electrolux Group, as their Training Manager at the Electrolux Business School. Here, he helped to design, deliver and evaluate training programs conducted at all levels. He had personally commissioned a video shoot on operations cleaning for the cleaners which is still being used. He ran supervisory, executive and management development programs at the Electrolux Business School.

Dr Dass was the CEO and Principal of Skills and Management Institute of SKB. During his tenure, he also developed and organized conventions, boot camps for the real estate agents. He can be mentioned as the pioneer who created a systematic training curriculum for the real estate industry in Malaysia

Dr Dass also has served at leading private and public universities including institutions from Australia, UK, USA and France, who are affiliated with local universities. Some modules taught by him, includes, Change Management, Leadership, Human Resource Management, Adult and Continuing Education.

Professional Membership

• Life member and National Deputy President of Malaysian Institute of Human Resource Management (MIHRM) 2010-2012.
• National Vice- President, Academic/certification director for OUM-IPD-MIHRM Diploma collaboration.
• Chairman - Academic education and training Membership of Malaysian Institute of Management and Technology Association of Malaysia, 2012-2013

Professional Certification

• Certified “Catalytic Instructor” by Dr Scott Parry of Training House US
• Accredited trainer for TEAM Management Systems, UK,
• Accredited trainer for DTS International, DISC Inventory, Australia,
• Accredited trainer for Tee Side Tertiary College, UK, in Supervisory Management.
• Certified Trainer (MIM) & HRDF
• Certified trainer to conduct the Pin Plan Program from Germany.
• Certified change management practitioner by PROSCI USA

Appointments and Awards

• Professional advisor by the Chartered Institute of Personal and Development (CIPD) UK.
• HR Consultant with the National Human Resource Center, PSMB, Malaysia
• ‘Excellent Facilitator’ Award for the year 2011 from MIHRM.
• Competent Toastmaster and has held positions from being a committee member to president and division governor, in Toastmaster International, and Rotary International, where he was invited to facilitate youth development programs in Spain, Australia, USA, India and Malaysia.
• Disciplinary committee at the Royal Lake Club, Malaysia

Author
As an author, he has published: ‘Adult & Continuing Professional Education Practices’, published by Patridge-Penguin
To book Dr Dass, please contact us at info@itrainingexpert.com or call +603 8074 9056 | +6012-6869 628 
We have a faculty of specialist and can cater to your organisation's different levels and specific needs
For training and advisory services, feel free to contact us at info@itrainingexpert.com or call us at +603 8082 3707 | +603 8074 9056 | +6012 6869 628 | +6018 2175 123

For minimum 5 and maximum 20 pax per session 

• Valid for 30 days from the quotation
• Training is from 9:00am-5.00pm
• 8% SST is inclusive in this quotation and additional participants are to be paid by the client (Not HRDC claimable)
• Course fee is HRD Corp SBL-Khas Claimable
• Total Quotation is inclusive of Trainer’s fee, Training Materials & Certificate of Achievements, Course evaluation report.
• Client is to prepare training venue, setup, training aids, refreshments and meals for trainer/ coordinator & participants

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

1. Please email back to us the stamped Confirmation Letter for confirmation.
2. Payment should be made 100% upon confirmation and before the commencement of the course.
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   "ITRAININGEXPERT GLOBAL PLT".
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