HANDLING POOR PERFORMERS, DIFFICULT PEOPLE AND MANAGING CONFLICTS … · 2017-06-19 · • Master how to resolve conflicts and learn how to deal with it proactively instead of avoiding

C L A R I D E N Singapore | Sydney | Melbourne | Dubai | Hong Kong | London | New York | San Francisco | Toronto | Auckland

HANDLING POOR PERFORMERS, DIFFICULT PEOPLE AND MANAGING CONFLICTS IN ORGANIZATIONS FOR MANAGERS

September 7 - 8 SINGAPOREShangri-La Hotel Singapore

2017

CLARIDEN GLOBAL HEALTHCARE LEADERSHIP INSTITUTE

CLARIDEN CREDENTIALS AND ENGAGEMENTClariden Global is the pre-eminent and influential global business leadership institution. Today, we host more than 200 global executive education and major conference events around the world. We have partnered with professional organizations such as the Association of Chartered Certified Accounts (ACCA) and thought leaders from prestigious universities such as Harvard University John F. Kennedy School of Government, Wharton School of the University of Pennsylvania and Stanford University.

The Clariden Experience

Why Clariden Global Executive Education?

Handling Poor Performers, Difficult People and Managing Conflicts in Organizations for Managers 5 Program Introduction7 Faculty Director8 Program Overview9 Program Outline

Participating Companies

Testimonials

In-house Custom Executive Programs

Contact Us

Registration

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CONTENTS

To maximize both your enjoyment and professional development, Clariden Global holds its executive programs at five star hotels, some of which include:

Shangri-La Hotel, SingaporeSingapore

Conrad London St JamesLondon, United Kingdom

InterContinental Melbourne The RialtoMelbourne, Australia

Grand Hyatt: Union Square San Francisco HotelSan Francisco, United States

Amidst lush gardens, this 3-wing luxury hotel is 6 km from the iconic Marina Bay Sands resort and 9 km from Sentosa.

Across the street from St. James’s Park tube station, this sophisticated hotel is 10 minutes’ walk from Buckingham Palace and 2 miles from the Victoria and Albert Museum.

Set in a grand 1891 building, this upscale chain hotel is 3 blocks from the Yarra River, and an 8-minute walk from the SEA LIFE Melbourne Aquarium.

Less than a block from Union Square, this stylish high-rise hotel is an 11-minute walk from the Moscone Center and 1.9 miles from Pier 39.

Contact Kevin Chan, Program Director at +65 6899 5030 | [email protected]

Terms & Conditions: Clariden Global International Limited reserves the right to change the venue of the program due to reasons beyond their control.

THE CLARIDEN EXPERIENCEENJOY LEARNING WITH THE

FIRST-CLASS, WELL-ROUNDED EXPERIENCE

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WHY CLARIDEN GLOBAL EXECUTIVE EDUCATION?

5,000+Companies

15+Countries

10,000+Participants

50+Industries

GLOBAL ENGAGEMENT Clariden Global is the pre-eminent and influential global business leadership institution. Today, we host more than 200 Global Executive Education and major conference events across 15 countries and 17 cities, including Singapore, London, Hong Kong, Sydney, Melbourne, Perth, New Zealand, San Francisco, Toronto, Johannesburg, Shanghai, Beijing, Kuala Lumpur, Dubai, Toronto, The Netherlands, New York and Zurich.

INTERNATIONALLY DIVERSE, SENIOR-LEVEL PARTICIPANTSClariden Global Executive Education programs have attracted participants from more than 5,000 global MNCs, regional corporations, and FORTUNE 500 companies, from more than 40 countries. All applications are reviewed based on professional achievement and organizational responsibility. Designed for individuals at all levels, from top executives to emerging leaders, each intensive program is crafted to equip leaders with essential capabilities to improve corporate performance and position their organizations to thrive.

THOUGHT LEADERSHIPTo provide strategic insights and relevant world-class executive education to global organizations, Clariden Global engages the best thought leaders and leading authorities from around the world. These include professors and faculty leaders from Harvard University, Stanford University, University of Pennsylvania Wharton, London Business School and other premium institutions to deliver transformational knowledge.

Contact Kevin Chan, Program Director at +65 6899 5030 | [email protected] 4

Contact Kevin Chan, Program Director at +65 6899 5030 | [email protected]

PROGRAMHANDLING POOR PERFORMERS,

DIFFICULT PEOPLE AND MANAGING CONFLICTS IN ORGANIZATIONS FOR MANAGERS

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FACULTY DIRECTOR

PROGRAM ESSENCE

• Finalist for the Telstra Business Women’s Awards for her work in building stronger and more productive business communities across Asia Pacific

• Awarded the Australian Lifetime Achievement Award for her outstanding leadership, distinguished contribution and inspiration to the vocational education and training (VET) sector. She also clinched the International MAXI Awards and BOMA Australia Awards

• Acclaimed business coach with over 30 years of experience training C-level executives, EA/ PAs, HR leaders and department heads on project management topics

• Some of her clients include AMP, Minter Ellison, Westfield, Lendlease, Institute of Chartered Accountants, National I-Med network, Park Hyatt Hotel Group and leading Australian Government Departments including Department of Defence, Australian Taxation Office and many more

Lizzie Wagner

Managing poor performers and handling conflicts are often the biggest challenges managers face today. According to a Harvard Business Review finding, managers spent close to 40% of their time managing poor performers, hence are unable to spend the time on more productive activities for their organizations.

Designed for line managers, this highly interactive two-day program will demonstrate to you proven strategies on managing people successfully, dealing with underperformers, difficult people and conflicts as well as

DATES7 - 8 September 2017

LOCATIONShangri-La Hotel Singapore

TUITION FEESEarly Bird 1 (Register & pay by 24 July 2017): S$2,595Early Bird 2 (Register & pay by 21 August 2017): S$2,795Regular Tuition Fees: S$2,895

Group discount of 10% for 2nd participant from the same organization. For limited time only by 21 August 2017, register for 3 participants and the 4th participant will receive a complimentary seat (one discount scheme will apply).

Note: GST is applicable only to participants from Singapore registered companies. Check your eligibility for 40% Cash Back at IRAS website.

PROGRAM ADVISORKevin ChanEmail: [email protected]: +65 6899 5030

PROGRAM INFORMATION


By the end of this program, participants will be able to: • Master the proven techniques on how to handle underperforming staff and coach them to drive for improved

results• Gain critical insights into how top performing teams enhance their performance culture through a virtuous cycle• Discuss your issue with our faculty director on 1-to-1 basis to understand how you can encourage your

underperforming members to improve, implement change culture and drive for results• Understand the key components of a successful performance appraisal and design an effective and constructive

feedback session with your direct reporting lines• Master how to resolve conflicts and learn how to deal with it proactively instead of avoiding the issue

KEY BENEFITS

driving a high performance culture across your team. You will also be armed with techniques on how to hold a difficult conversation, provide effective performance appraisal techniques to motivate and resolve a conflicting situation effectively. At the end of the second day, you will leave the program with a set of actionable insights on how to drive performance in your team and become a more accomplished, effective manager.

Led by Clariden Global’s highly-rated faculty directors with over 30 years of experience, this program will maximize your learning through prominent case studies, advancing you with proven methods that can be applied immediately to resolve any conflicts while maintaining a positive working relationship with your colleagues and direct reporting lines.

This course is designed for all mid to senior Managers, General Managers, Head of Departments, Line Managers, Supervisors, Team Leaders and business leaders responsible in engaging and motivating team members as well as managing the performance of team members and the dynamics within their teams to minimize conflicts within their teams.

WHO WILL ATTEND THIS PROGRAM




Lizzie Wagner is an acclaimed business coach with over 30 years of experience providing practical professional development training for major private and government organizations across Australasia and internationally. She has trained thousands of individuals including C-level executives, HR leaders and department heads on topics including stakeholder engagement, project management, communication and negotiation skills, self-improvement and leadership in the workplace. Some of her clients include The Tradies Group, Department of Defence, Institute of Chartered Accountants, Park Hyatt Hotel Group, Westfield, the Australian National University and many more. She has also rolled out national training initiatives on topics in Australia such as dealing with workplace stress, creating a positive work environment and team building.

Her expertise in business, corporate training and staff management has been recognized with international and national accolades such as being the finalist for the Telstra Business Women’s Awards for her passion and determination to challenge the status quo and build stronger and more productive business communities across Asia Pacific, Australian Lifetime Achievement Award for her outstanding, distinguished contribution to the VET sector, the International MAXI Awards and BOMA Australia Awards.

Having a reputation for providing excellent practical solutions to businesses through her trainings, Lizzie is regularly featured in radio interviews and television programs such as Australian Broadcasting Commission, The Canberra Times, The Financial Review and The Sydney Morning Herald.

FACULTY DIRECTOR

DirectorThe Lizzie Wagner GroupAward Winning Business Coach



Lizzie Wagner


Dealing with poor performers and difficult people can be challenging, delicate and very time-consuming for line managers. In fact, managers spent close to 40% of their time managing poor performers based on findings by Harvard Business Review. This is because most managers do not have clear procedures, organizational support and the necessary skill set to manage such sensitive workplace issues.

To be a successful manager, you need to know how to manage underperformers and create a high performing team. Specifically designed for line managers with direct reporting relationships, this two-day comprehensive executive program will help you create actionable insights and proven strategies on how you can manage poor performers and coach them to become more effective for your team. You will realize what the steps to manage an underperforming employee are, how you should set your expectations and motivate them to ensure they will be able to raise up to your standard. Beyond managing poor performers, you will also learn how to manage difficult people, getting them to say yes to your objective and manage any conflicts in your organization.

Throughout the program, you will gain new insights and strategies that can significantly improve your capacity as a manager in leading a high performing team. You will also leave with proven strategies and best practices in effective leadership skills, the art of persuasion and effective feedback. With the necessary skills and strategies to tackle poor performance, difficult people and workplace conflicts, managers like you will play a key role in improving productivity, employee engagement, performance and morale among your team and direct reporting lines.

OVERVIEW

PROGRAM OVERVIEWHANDLING POOR PERFORMERS,


Introduction • Discussing your role in the organization and desired outcomes from the program, to assist in rolling out the

tools required to build a better workplace• Identifying current workplace culture and resultant effects and strategies on handling poor and under

performance, difficult people and managing conflicts in organizations• Identifying your leadership style*Case studies on effective leadership, difficult people and managing conflict

Leadership • A forensic look at your leadership style and self-analysis processes• Merging your leadership style with company culture and vision• The art of positive and effective persuasion - leveraging conversations in improving relationships and team

performance• Creating effective communication skills and interpersonal skills• Leading a team(s) with effectiveness, efficiency and flair• Body language, creating a powerful presence, negotiation skills• Communicating clear strategies and goals whilst developing your people and managing staff performance more

effectively*Exercises in self-analysis process

Managing Difficult People • Reviewing and understanding personality types• Confrontation and conflict - how not to let emotions get the best of you• Creating a more productive workplace• Be aware of body language and the styles of non-verbal communication• Finding solutions and expressing confidence and abilities in poor performers• Conflict and constructive management*Live role play on handling difficult people and situations - staff with personal issues, those with extreme work style, members with low self-esteem and confidence*Group exercises & live role play on personality type, mirroring, gentle persuasion, dealing with conflict and negotiating positive outcomes

DAY 1


08:30 - 18:00 / 7 September 2017

PROGRAM OUTLINEHANDLING POOR PERFORMERS,


Handling Poor Performers • Managing underperforming employees and providing appropriate feedback• Resolving poor performance, absenteeism and associated issues• Formulating and instigating effective collaboration in the organization• Performance appraisal processes, guidelines for conversations and follow up for poor performance• Effective feedback formula’s and self-regulation• People and capability - allowing vulnerability and trust building• The value of staff surveys to take the pulse of the organization• Conducting a business diagnostic• Coaching techniques to improve workplace performance*Case study and live role play on management versus leadership, workplace performance issues and dealing with challenging situations and interpersonal conflict

Managing Conflicts • How to view conflict and triggers. Cause and effect. Unresolved issues, environmental, personal. Utilizing

personality types model and self-evaluation to manage conflict• Confrontation and conflict resolution strategies, overcoming objectives• Active listening, asking the right questions, gather information• Mastering the art of communication to negotiate and resolve conflict• Team building and identifying the needs of your team/s• Polishing your presentation skills• Creating effective interpersonal skills within the team/creating healthy debate to resolve conflict• Self-awareness in the workplace. Learning to diff use and resolve conflict quickly*Live role play - participants to work in groups and with varying scenarios, master the skills in dealing with conflicts, using varying personality type models and tools

Mindfulness, Self-Awareness and Stress • Productive feedback• Emotional intelligence• Identifying stress, sources of stress, its consequences and how it affects performance, conflict and the catalyst

for dealing with difficult people• Employee resilience and stress - work-life balance best practices for employers• Mindfulness and self-awareness techniques*Activity on mindfulness, self-awareness and meditation to encourage a healthy and more holistic mindset in the work environment


DAY 2

08:30 - 18:00 / 8 September 2017

PROGRAM OUTLINEHANDLING POOR PERFORMERS,


PARTICIPATING COMPANIESMore than 5,000 companies have participated in our programs

ADVERTISING, INTERNET, MEDIA, PUBLISHINGBBC WorldwideCNNeBayLinkedInMediaCorpSaatchi & SaatchiSingapore Press HoldingsThe Financial Times The Hoffman AgencyThe Walt Disney CompanyThomson Reuters

CONGLOMERATEFraser & NeaveGeneral ElectricGeneral MotorsMitsubishi MonsantoSiemens AGSodexo

FINANCIAL SERVICES, INSURANCEBank of America Merrill Lynch AIAAllianz Global InvestorsAmerican ExpressAvivaAXABarclays BankCitibankDBS BankDeutsche BankHSBCJP Morgan Chase BankManulifeMasterCardMaybankMizuho BankOCBC BankPayPalPrudentialRabobankStandard Chartered BankSuncorpSwiss ReinsuranceTD SecuritiesVisaWestpacZurich Insurance

FOOD, BEVERAGECoca-Cola BeveragesDanoneFerreroHeinekenMcDonaldPepsiCo


GOVERNMENT, NONPROFITAustralian Securities and Investments CommissionCentral Provident Fund BoardChangi Airport GroupEconomic Development BoardGICNSW TreasurySercoTemasek Group

HEALTHCARE, PHARMACEUTICALSAbbott LaboratoriesEu Yan SangGlaxosmithklineHoffmann-La RocheJohnson & JohnsonMerckPfizerSanofi

HOSPITALITYCapitaLandFar East OrganizationFrasers HospitalityHilton WorldwideMarriott HotelsPan Pacific Hotels GroupShangri-La Hotels & Resorts

MANUFACTURING (CONSUMER)British American Tobacco Estee LauderFonterra BrandsHeinekenKimberly-ClarkKraft FoodsLegoMars Foods NestléProcter & Gamble Unilever

MANUFACTURING (INDUSTRIAL)AirbusCorning Optical CommunicationsDaimler Harley DavidsonIntel SemiconductorRolls-RoyceVolvo GroupWearnes Automotive

OIL & GAS, NATURAL RESOURCESCaltexChevronConocoPhillipsExxonMobilMaersk

PetronasSantosSaudi Arabian OilSchlumbergerShell

PROFESSIONAL SERVICESAECOMAon HewittErnst & YoungPricewaterhouseCoopers

RETAIL, TRADEAdidasCargillDFSHarvey NormanHennes & MauritzIKEAL’OrealMarks and Spencer NTUC FairpriceTesco

TECHNOLOGY, ELECTRONICS3MAppleCanonDellHewlett PackardIntel TechnologyLenovoMicron TechnologyMicrosoftOracleSAPSony ElectronicsTE Connectivity

TELECOMMUNICATIONSEricssonNokiaOlive Communications SingtelStarhubTata CommunicationsTelstraVerizonVodafone TRANSPORTATIONAuckland TransportCathay Pacific AirwaysDubai Air Navigation ServicesNew Zealand Transport AgencyFiji AirwaysMetro Trains MelbourneNSW TrainsSBS Transit

FACULTY DIRECTORLIZZIE’S TESTIMONIALS

This is better than any other courses that I have attended before. Lizzie is an excellent facilitator. The whole package is well prepared and covered all the necessary topics. Useful tools for future reference being shared too. That’s outstanding!

Lizzie was amazing, very engaging and professional. It was an eye opening experience for me and it made me think about what I want to do in the future in my career.

Productivity Commission

Find more testimonials here: Lizzie Wagner’s testimonials

Australia’s Department of Health and Human Services

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http://www.claridenglobal.com/download/Lizzie_Wagner%27s_testimonials.pdf

PROGRAM ADVISORKevin ChanEmail: [email protected]: +65 6899 5030

Lizzie Wagner is an acclaimed business coach with over 30 years of experience providing practical professional development training for major private and government organizations across Australasia and internationally. She is the finalist for the Telstra Business Women’s Awards for her passion and determination to challenge the status quo and build stronger and more productive business communities across Asia Pacific, Australian Lifetime Achievement Award for her outstanding, distinguished contribution to the VET sector, the International MAXI Awards and BOMA Australia Awards.

CONTACT US


IN-HOUSECUSTOM

EXECUTIVEPROGRAMS

Clariden Global delivers custom learning programs for organizations all around the world. Whatever your business challenges are, we create focused learning experience that enables your organization to achieve success. Through partnerships with the most renowned thought leaders, industry experts and professors from around the world, these in-house custom executive programs will equip you with essential skills and capabilities to develop and implement strategies more effectively at your organization.

Engage with our thought leader today:

DirectorThe Lizzie Wagner GroupAward Winning Business Coach

Lizzie Wagner

CONTACT US


We encourage you to learn more about Clariden Global Executive Education custom and open-enrollment programs. Our staff will be happy to answer your questions and help you determine the programs work best for you and your organization.

ENQUIRY FOR THIS PROGRAMKevin ChanEmail: [email protected]: +65 6899 5030

SINGAPOREEmail: [email protected]: +65 6899 5030Fax: +65 6567 4328Address: Clariden Global Pte Ltd 3 International Business Park #04-29, Nordic European Centre Singapore 609927

LONDONEmail: [email protected]: +44 (0) 20 7129 1222Fax: +44 (0) 84 3218 0413Address: 28 Grosvenor Street London W1K 4QR, United Kingdom

AUSTRALIAEmail: [email protected]: +61 3 9909 7310Fax: +61 3 9909 7788Address: Clariden Global Pty Ltd 530 Little Collins Street, Level 1 Melbourne VIC 3000, Australia

CUSTOMIZED PROGRAMSKevin ChanEmail: [email protected]: +65 6899 5030

REGISTRATION & PAYMENT MATTERSEmail: [email protected]: +65 6899 5030

REGISTRATION

C L A R I D E N

(7 - 8 September 2017) Handling Poor Performers, Difficult People and

Managing Conflicts in Organizations for Managers S$2,595 S$2,795 S$2,895

PROGRAM FEES

Program1st Early Bird Fee

(If payment & registrations are received

by 24 July 2017)

2nd Early Bird Fee(If payment &

registrations are received by 21 August 2017)

Regular Fee Per Participant

Shangri-La Hotel Singapore

7 - 8 July 2017

22 Orange Grove Rd, Singapore 258350

+65 6737 3644

http://www.shangri-la.com/singapore/shangrila/

Email: [email protected]

Fax: +65 6567 4328

Call: +65 6899 5030

Website: www.claridenglobal.com

By Cheque/ Bank Draft

By Telegraphic Transfer

By Credit Card

Group discount of 10% for the 2nd participant from the same organization. For limited time only by 21 August 2017 register 3 participants and the 4th participant will receive a complimentary seat.*One discount scheme applies.

An invoice and registration confirmation will be sent within 7 days, please contact us if you have not heard from us within 7 days. Payment details will be sent together with the invoice based on your preferred payment method.

ALL PAYMENTS MUST BE RECEIVED IN ADVANCE OF THE EVENT.

Accommodation is not included in the program fee but you will be entitled to use our corporate rate for your accommodation. Information will be sent along with your registration confirmation.

Once we have received your booking, the place(s) are confirmed. No refunds will be made for any cancellations, however, program credits of equivalent value only applicable for Clariden Global events will be provided. Credits can only be redeemed for 1 program and is valid for only one (1) year from date of issue.

Substitution with a qualified candidate is allowed by providing at least 5 working days of advance notice to Clariden Global. One time substitution is allowed with no charges. Subsequent substitutions will be charged 10% admin fee.

PLEASE NOTE: Clariden Global International Limited reserves the right to change the content and timing of the programme, the speakers and the date and venue due to reasons beyond their control. If in the unlikely event that the course is cancelled, Clariden Global International Limited will refund the full amount and disclaim any further liability.

PRIVATE DISCLOSURE STATEMENT: Any information provided by you in relation to this event is being collected by Clariden Global International Limited and will be held in the strictest confidence. It will be added to our database for the primary purpose of providing you with information about future events and services.

4 WAYS TO REGISTER 3 PAYMENT METHODS

VENUE AND ACCOMMODATION INFORMATION

CANCELLATIONS AND SUBSTITUTIONS*All cancellations must be received in written form.

GROUP DISCOUNTS

FEE RECEIVED REFERENCE L7222/AL/LF

FOR OFFICIAL USE

Booking Contact (Approving Manager) Mr/Mrs/Ms:___________________Job Title:____________________ Department:____________________Telephone:_______________________ Fax:_______________________Email:______________________________________________________Organization:_______________________________________________Address:________________________________________________________________________________________Postal Code:____________

I would like to receive more information on hotel accommodation using Clariden Global coporate rate.

Please register the following participant for this seminar.(Please tick to select your seminar(s). You may tick more than one.)

1st Participant Name (Mr/Mrs/Ms):_________________________________Job Title:___________________ Department:__________________________Telephone:_________________________ Fax:_________________________Email:_________________________________ Date of Birth:_____________

2nd Participant Name (Mr/Mrs/Ms):_________________________________Job Title:___________________ Department:__________________________Telephone:_________________________ Fax:_________________________Email:_________________________________ Date of Birth:_____________

3rd Participant Name (Mr/Mrs/Ms):_________________________________Job Title:___________________ Department:__________________________Telephone:_________________________ Fax:_________________________Email:_________________________________ Date of Birth:_____________

4th Participant Name (Mr/Mrs/Ms):_________________________________Job Title:___________________ Department:__________________________Telephone:_________________________ Fax:_________________________Email:_________________________________ Date of Birth:_____________

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Documents

HANDLING POOR PERFORMERS, DIFFICULT PEOPLE AND MANAGING CONFLICTS … · 2017-06-19 · • Master how to resolve conflicts and learn how to deal with it proactively instead of avoiding