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Executive Education
Clariden Leadership Institute
Handling Poor Performers, Difficult People and Managing Conflicts in Organizations for Managers (SG)
Lizzie Wagner
The Lizzie Wagner Group
Lizzie Wagner, The Lizzie Wagner Group


  • 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

Program Summary


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 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.

Programs, dates and locations are subject to change. In accordance with Clariden Global policy, we do not discriminate against any person on the basis of race, color, sex, religion, age, national or disability in admission to our programs.



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.

What You Can Expect


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

Who Will Benefit Most


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.

Program Outline


Day 1



  • 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



  • 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




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


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

CFOs Leadership :
Experience Clariden
Discover how our leadership program has shaped the perspectives of CFOs across Asia
Venue: Shangri-La Hotel Singapore
Date: 7 - 8 Sep 2017
Faculty: Lizzie Wagner
Early Bird 1: S$2,595 (by 24 July 2017)
Early Bird 2: S$2,795 (by 21 August 2017)
Regular Fee: S$2,895
Group Discount: 2nd participant get 10%, or register 3 participants and 4th participant get a complimentary seat
(1 discount scheme applies)
Note: GST is applicable to participants from Singapore registered companies.
Contact: kevin@claridenglobal.org
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