Upcoming Events & Workshops

* Managing And Handling Difficult Customers

22 September 2008

22 September 2008, Friday

  • Registration Fee : SGD580.00 nett per delegate
  • 1-Full day workshop (9.00am - 5.00pm)
  • Tentatively @Marina Mandarin Singapore or Pan Pacific Marina

Group Fee: 10% for 3 or more delegated registered at the same time from the same organisation.

Introduction

This workshop is designed to help participants identify and deal with various types of difficult behaviour which they may encounter at the workplace especially with customers. Participants will be taught how to respond to such difficult behaviours in a positive manner. They will also learn to understand the good intentions behind bad behaviour and how not to take things personally. They will learn how to bring out the best in people at their worst.

Aim & Objectives
  • To understand how difficult people think and act
  • To identify and understand customers and their needs
  • To know what motivates customers to respond positively
  • To explore useful courses of action when dealing with difficult customers
  • To learn communication techniques to effectively handle difficult customers
  • To practice the application of effective skills in handling difficult customers
Key Topics
  • Getting to know difficult people
  • Identifying your specific customers and their needs
  • How customers interpret us
  • Techniques of handling difficult customers
  • Understanding human behaviour
  • Main intents that influence behaviour
  • Task focus and people focus
  • Surviving through skillful communication
  • Listening and Speaking to enhance customer relations
  • Qualities of a good service provider
  • Bringing out the best in people at their worst
  • Self analysis - Are You a Difficult Person
Training Methodology
  • Group discussion and presentations
  • Questionnaires/Self evaluation
  • Videos and discussion of learning points
  • Personal sharing of situations faced and solutions employed
  • Group presentation of solutions based on scenarios provided
  • Case studies
Who Will Benefit
  • Executives, managers, frontline staff and those who have dealings with customers, members of the public as well as internal customers (inter-department/business units).
About the Trainer/Workshop Leader

JAMES SURESH is a Certified Corporate Trainer, PR Consultant and Humour Writer with more than 15 years of industry experience. He was one of the co-creators of local comic characters, including Mr Kiasu and Kopi Thiam, and currently contributes comic strips to the press and various magazines. He writes scripts for radio and television and develops creative concepts for advertising agencies and animation companies.

As a PR practitioner, James has worked in both government and commercial organisations. He is a qualified teacher with an NIE certificate and an associate lecturer at the Marketing Institute of Singapore and The Institute of Public Relations Singapore. Previous positions held by him include Head of Publicity Section (MINDEF), Director of PR & Marketing (Comix Factory) and as an Editor/writer.

James is also an Associate Lecturer for Curtin University and University Of South Australia's M.A. programmes conducted in Singapore and Kuala Lumpur, Malaysia. He has developed training programmes and trained trainers for courses conducted by the Civil Service College and The Ministry of Education.

James graduated with a Bachelor in Business Administration and a Masters in Communication Management; he has conducted seminars and workshops in Singapore and throughout Asia region including the Middle East and China.

Among others, his programmes on Interpersonal and Corporate Communication, Personal Effectiveness, Motivational and so on - includes communication and presentation skills, creative thinking, time/priority/stress management, creative problem solving and decision making for managers and top-level executives as well as public relations, public speaking, assertiveness, customer skills, team building, etc.

He is regularly featured on News Radio 93.8 in the series on Positive Business Minutes and was also engaged by local TV to coach the finalists of the Singapore Idol series in managing stress and performance anxiety.

"James is a knowledgeable and highly engaging speaker. His workshops and talks are both informative and entertaining. His vast experience in human relations and communication has been very beneficial to his audience."

"James is able to relate to the audience at a personal level, he employs real life case studies to teach, inspire and motivate each individual."

"He has a resourceful personality, very knowledgeable, cited realistic examples with real cases and sharing his personal experience."

"His explanations are very clear, precise and interesting. Very patience and friendly."

Workshop Details

  • Registration: Seat(s) will be reserved however registration(s) will be confirmed upon receipt of payment.

  • Invoice: Invoice will be issued upon received of details and no. of participants accordingly for payment process.

  • Payment: Payment must be made before commencement of the seminar by cash or cheque being made payable to WOUTER MANAGEMENT CONSULTANTS PTE LTD.

  • Submission: Payments together with details of registered delegates to be send to 135 Middle Road, #04-03 Bylands Building Singapore 188975.

  • Fee: Registration Fee for seminar/workshop is in nett value which includes trainer's fee, course materials, training equipments, morning & afternoon refreshments and set/buffet lunch and car parking (except public carpark).

  • Cancellation: Fees are not refundable unless a course is cancelled by WOUTER Management Consultants Pte Ltd.

  • Rights: WOUTER Management Consultants Pte Ltd reserves the rights to alter courses, change of trainer and any of the details contained in this website without prior notice, or to cancel or postpone courses at any time if warranted by circumstances beyond its control.

Enquiries

For any enquiries or more information, please contact: