Crucial Conversations (24-25 October 2013) Melia Kuala Lumpur

Could a conversation (or avoiding one) be keeping you from getting the results you need? When faced with 'People' problems - from declining quality, poor productivity, lack of teamwork, or strained working relationships - it is likely that you are experiencing the effects of a poorly held crucial conversation.

This course teaches you how to achieve spirited dialogue at all levels in your organization. It introduces a set of tools that builds alignment, agreement, and interpersonal communication.

METHODOLOGY
Guided exploratory discussions - Interesting video-based participative learning - Engage in extensive in-class practice and personal reflection as you explore and master crucial conversation skills.

LEARNING OUTCOMES:

• Resolve disagreements - address concerns by talking respectfully, candidly and skilfully with the other party in a safe way
• Build acceptance rather than resistance - give and receive feedback in a way that enhances relationships and improves results
• Foster teamwork - get the right people involved in a way that ensures better decision making and guarantees commitment
• Speak persuasively - effectively talk about emotional, controversial, and high-stake topics

WHO NEEDS CRUCIAL CONVERSATIONS TRAINING?
Managers, Executives, Supervisors & Senior Administrative Support Staff who asked ...

• Do we suffer from information hoarding, taboo topics, deference, disagreement, analysis paralysis, office politics, or alienation?
• Do we work with others who are hard to get along with, drag their feet, avoid tough issues, advocate their position excessively, respond poorly to pressure, easily become emotional, or run away when disagreements arise?
  
  And if your answers is 'YES' then you and your team needs this Crucial Conversations training course!

COURSE LEADER
Julia Lai Abdullah, brings with her 21 years of performance-based training and development experience. She deals in performance management consulting, and assists leaders at every level of business, government, and society in improving their organizational performance by focusing on the aspect of human capital. Having working experience in commercial banking, accounting, manufacturing, retailing, diplomacy, and adult education - Julia has the credibility and confidence to influence and enable people to reach their true potential. Approximately 23,000 employees have benefited from her sharing knowledge, capabilities and skills with a passion for lifelong learning.

Julia is a certified trainer from the Master Training Institute of New York and a PSMB certified trainer.

Julia also designs customized courses for her in-house training corporate clients who are in the field of banking, hospitality, manufacturing, oil and gas, insurance, service and education.

To name a few: Bank Pembangunan, Taylors School of Hotel Management, RZA Forwarding Sdn. Bhd, Gugusan Peremba Sdn. Bhd, Asean Bintulu Fertilizer, BP Chemical, Laku Management, INTAN, United Overseas Bank (Malaysia) Bhd, Institut Latihan TNB - ILSAS, Segamat Panel Boards Sdn Bhd, The South East Asian Central Banks (SEACEN), Strategi Tegas (M) Sdn Bhd, P & O Insurance, Alstom Power Asia Pacific, Sabah Softwoods Sdn Bhd, Sime Darby Engineering Sdn. Bhd, The Hing Yiap Group, Orient Overseas Container Line, M-SMM Electronics Sdn Bhd, Hing Yiap Knitting Industries Berhad, Heitech Padu Berhad, Stesen Sentral Sdn Bhd, Kuantan Specialist Hospital Sdn Bhd, SUDC Sdn Bhd, Nuskin, B.Braun Medical Industries Sdn Bhd, Global E-Technic Sdn Bhd, Tasek Corporation Berhad, WF & S Tombstone Construction Sdn Bhd, BASF Petronas Chemicals Sdn Bhd, Nexus International School, International Medical University, Sarawak Plantation Services Sdn Bhd, MSTS Asia Sdn Bhd, Globetronics Sdn Bhd, Universiti Kuala Lumpur, Mitsui OSK Lines (M) Sdn Bhd, DKSH Corporate Shared Service Center Sdn Bhd, Financial Mediation Bureau (FMB), Boustead Naval Shipyard Sdn Bhd, Vasatech Sdn Bhd, BP Plastics Sdn Bhd, International Islamic University Malaysia, Cyberjaya University College Of Medical Sciences...

DAY 1
Module 1| Introduction: WHAT IS A CRUCIAL CONVERSATION?

GET UNSTUCK

• SPOT the weak conversations
• AVOID moving to violence/silence during crucial conversations
• SHARE faces, ideas, feelings, and opinions candidly and honestly

Module 2 | START WITH HEART

• IDENTIFY your Communication style under Stress
  -- Manage it
• FOCUS on what you want
  -- Maintain dialogue
• UNDERSTAND how motives change when conversations turn crucial

Module 3 | BE A MASTER STORY TELLER

• STAY in dialogue even when you are angry, hurt, or scared
  -- 'Think' your way to the root cause of negative emotions
• DISCOVER your stories beginning
  -- How to justify your behaviour
• ELIMINATE victim or helpless stories
  -- Improve your results

Module 4 | STATE WHERE YOU ARE COMING FROM

• SPEAK persuasively
• GET your meaning across
• SHARE strong opinions without shutting down contrary views
• STATE your mind - at the same time engage others to do the same

DAY 2
Module 5 | LISTEN WITH YOUR EYES & TAKE CORRECTIVE ACTION

• SPOT the warning signs that safety is at risk
• NOTICE various forms of silence and violence
• STEP out of a conversation
• -- Notice how to make it work
• TAKE steps to rebuild and return to dialogue
• TALK about almost anything - without going to 'high' emotional gear
• USE specific skills to keep everyone sharing information
• ESTABLISH and MAINTAIN mutual purpose and mutual respect
• RECOGNIZE when you are at cross-purpose

Module 6 | EXPLORE OTHERS' DIRECTIONS

• USE exploring questioning skills to encourage others to speak up
• DIFFUSE challenging situations
• GET safely to the meaning behind others' emotions

Module 7 | MOVE TO ACTION

• PUT Crucial Conversations principles and skills together
• Move from dialogue to taking action and achieving results