Manage Conflict with People Effectively

Manage Conflict with People Effectively Workshop

Building and maintaining strong customer relationships is essential for business success. However, conflicts can arise due to various factors such as power dynamics, resource allocation, strategic differences, decision-making processes, and differing personalities. Effectively managing conflict is one of the most challenging aspects of organizational life, and if left unresolved, it can negatively impact both individuals and the organization as a whole. While confrontation may seem daunting, many individuals prefer strategies focused on conflict prevention, de-escalation, and constructive resolution.

Empowerment through Assertive Conflict Resolution

Welcome to this high-energy, interactive workshop designed to enhance your awareness of potential conflict triggers and equip you with effective strategies for diverse conflict situations. This immersive experience will provide you with essential tools and techniques to navigate challenging interactions in both personal and professional contexts. By enhancing your confidence and assertiveness, you will learn to manage complex situations with finesse. Join us to strengthen your conflict management skills and foster constructive outcomes that benefit all parties involved.

Upon completion of the course, you will be able to:

• Handle Difficult Customers with Confidence: Develop the ability to approach challenging customer interactions with poise and professionalism, utilizing effective communication techniques to de-escalate tense situations.
• Determine the Nature of Conflict: Analyze different types of conflicts and their underlying causes, enabling participants to identify when and why conflicts arise in customer interactions.
• Understand Personal Reactions to Conflict: Reflect on individual responses to conflict situations, gaining insights into personal triggers and behavioral patterns that influence conflict management.
• Reduce Conflict and Enhance Self-Development: Learn strategies for minimizing conflict through proactive communication and self-awareness, fostering personal growth in conflict resolution skills.
• Identify Common Behavioral Patterns of Different Customer Types: Recognize the nine types of individuals in conflict scenarios, understand their motivations, and learn how they tend to behave when feeling "pinched," allowing for more tailored and effective responses during conflicts.
• Approach Individuals Effectively During Conflict: Apply specific strategies for engaging with each customer type during conflict, ensuring that interactions are constructive and focused on resolution.

• Government Officers: Public sector employees who engage with diverse stakeholders and need to navigate conflicts in a diplomatic manner will enhance their ability to manage challenging situations effectively.
• HR Professionals: Human resources personnel tasked with resolving workplace disputes and promoting a positive organizational culture will gain valuable skills in conflict management and resolution techniques.
• Customer Service Professionals and Team Leaders: Those who frequently manage challenging situations and conflicts in customer or team interactions.
• Anyone Seeking Personal Development: Employees at all levels who wish to improve their conflict resolution skills and contribute to a more collaborative workplace will find this workshop beneficial.

"Ram is able to engage his audience in a fun and interactive way. His delivery is clear and concise and he helps the audience to remember key learning points in a unique way." - Desmond Kan, Assistant Director (Communications and Engagement, MOM ACE Group)

"An inspiring trainer who has managed to bring laughter into classroom trainings and yet imparts valuable life skills and career knowledge to the trainees. " - Seok Yee Ng, Head of FP&A and Legal Entity Management (MBA (Banking & Finance) and CA (Singapore))

"Absolutely fantastic to have him as a facilitator. Approachable and knowledgeable. The way he facilitated the classroom despite in the zoom setting is very engaging. Thanks Ram!" - Mohd Helmi, Flight Attendant at Singapore Airlines

Santhanaram Jayaram – Expert in Conflict Management and Communication

Santhanaram Jayaram brings over 28 years of extensive experience spanning both the private and public sectors, including Financial Services, Retail, and Learning & Development. A three-time qualifier for the prestigious Million Dollar Round Table (2005-2007), Ram has earned a reputation as a dynamic trainer and leader. He is the author of Ram up your Laughter and a seasoned speaker who has appeared on National TV, radio, print, and even Netflix. Currently serving as a Board Director for Telecoms Credit Co-operative, which has over 43,500 members, and Director of Security Masters and Secure Guard, Ram combines strategic insights with practical expertise to deliver impactful training programs. His impressive portfolio includes collaborations with renowned organizations such as McDonald's, Coca-Cola, Singapore Airlines, Starbucks, UOB Bank, Daimler Financial Services, and many others.

With a versatile and engaging presence, Ram has successfully facilitated programs for diverse audiences, from PMETs to C-suite executives, including participants in high-profile events like the Lee Kuan Yew School of Public Policy’s Senior Management Program and the Project Management Institute Singapore’s Project of the Year Award. His customized workshops empower individuals and organizations to enhance conflict resolution, communication, leadership, and service excellence. Ram specializes in equipping top executives with tools to improve operational efficiency, foster better relationships through effective communication, and develop creative, leadership, and people management skills. His ability to connect with audiences and tailor solutions to their needs makes him a sought-after expert in conflict management and professional growth.

Professional Credentials & Qualifications

- Master of Business Administration (Oklahoma City University)

- Bachelor of Science (Hons) (University of Bradford)

- Advance Certificate in Training and Development (ACTA)

- Master NLP Practitioner (American Board of Neuro-Linguistic Psychology)

- Certified in Laughter Yoga, Identi3 profiling, Enneagram, FIRO-B, Belbin Team Roles