Managing Difficult People: Turn a No into a Yes!

Course Information

Start DateAnytime
End Date1 Month Access
ModeSelf-Paced E-Learning
Fee$300 (Excluding GST), Inclusive of e-certificate, e-materials
Contact6720 3333 (Ms Carmen)
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Managing Difficult People: Turn a No into a Yes!

At work, in social settings and even at home with your family, you are bound to encounter difficult people and experience tensed situations at some point or another. It could be because of an unreasonable customer or an angry boss at work or a family member who makes things difficult for you. You might have come away from such encounters feeling angry yourself, angry at the way you were treated or angry with yourself for the way you reacted to the situation. Focusing on the workplace, we will share with you an effective and systematic process to turn hostile people into your allies.

Trainer - Ms Maxine Teo


Maxine is a Tri-lingual Speaker, Corporate Facilitator and Coach with a passion for colorfully impacting lives™ over 20 years of working with diverse teams across Asia. She is one of the most prolific speakers in Asia having successfully delivered keynotes on wealth management, retirement planning, peak performance and sales excellence to audiences in over 30 cities around the world. Maxine also has a knack of turning complicated concepts into practical and highly engaging learning applications. Maxine is fluent in spoken and written English, Mandarin and Cantonese and she delivers her messages in the three languages seamlessly to help her audiences achieve their highest level of understanding.

Coming from a decade of working in the financial services industry as a Financial Advisor and Banker, Maxine shares her experience and knowledge in relationship management topics like advisory sales (B2B & B2C), impactful presentation, business etiquette, networking skills, negotiation skills, effective communication, client service excellence, client book management, cross-cultural awareness, business presentation skills, and time and stress management for better productivity. The skills she imparts are especially applicable to service and relationship-based industries like finance and banking, insurance and real estate.

Over the years, Maxine has received multiple awards from various international training institutions in recognition for her excellent work delivered to their corporate clients. She is also a frequent guest on Channel News Asia Radio 938, Money Mind show, to share her experience and expertise on topics related to client and stakeholder engagement. What sets Maxine apart from most trainers in the industry is her ability to connect with her audiences instantly with her authenticity and personal energetic style!

Course Content - 240 minutes of comprehensive multimedia content
  • Introduction and Self-awareness

    • Introduction and Self-awareness
    • Learner’s Journal – Managing Difficult People

    Leveraging the 3Vs to disarm difficult people

    • Leveraging the 3Vs to disarm difficult people
    • The Power of Words
    • The Power of the Voice
    • Action Speaks Louder Than Words

    PAUSE Model to turn a No into a Yes

    • PAUSE Model to manage difficult people
    • Acknowledgement phrases to break down defences
    • Application of learning

    Use of questions to turn difficult people into allies

    • Questions to uncover real reasons
    • Application of learning