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Executive Education
Clariden Leadership Institute
Handling Difficult Situations, Challenging Personalities and Better Workplace Relations for EA/PA (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

 

Lizzie Wagner has over 30 years’ experience, as an international keynote speaker, workshop facilitator, trainer, talent and events/project manager, promotions manager and presenter for TV and radio, image and brand specialist, in the corporate sector and across global industries. 

 

She has been the CEO of 4 companies under the one banner, the Lizzie Wagner Group. She has trained thousands of individuals and corporations, C-Suite, Executives, Universities and Education Institutes, models, actors, politicians, diplomats, TV and sporting celebrities and those individuals who just want to develop their personal and professional skill sets. Her group has rolled out training and rebranding for multi-national companies across the globe. Lizzie’s training in the corporate sector has developed into a variety of essential topics encompassing personal and professional development and leadership coaching.

 

Ms Wagner, was a finalist in the Telstra Business Women’s Awards, Lifetime Achievement Award and the International MAXI Awards and BOMA Australia awards for event management.  Lizzie travels often to outback Australia working on indigenous empowerment programs. 

 

Currently the division on the company now encompasses international keynote speaking, training and workshops, A branding and Image Company including Lizzie Wagner Designer Skincare Treatments. The publishing arm, including Lizzie is the author of the well know handbook “Business and Social Etiquette” and audio including, Mindfulness – A Guided Meditation with Lizzie Wagner. PR and management of key international talent.

Program Summary

Handling conflicts and dealing with difficult people in the workplace is one of the biggest challenges most people face. This comprehensive 2-day program is specially designed for EA/PA to equip you with strategies to turn any difficult situations around while maintaining professionalism. You will be able to identify and resolve a conflict before it develops, and know how to effectively manage confrontational behavior to avoid uncomfortable situations

 

Throughout the program, you will learn how to strengthen your negotiation and communication skills to positively influence an outcome. You will also discover ways to enhance your emotional intelligence to manage your own emotions in a harsh situation. While discussing a wide range of challenging scenarios that may arise at a workplace, you will learn how to recognize classic profiles of difficult people and be armed with techniques to disagree without being disagreeable



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.

Introduction

Handling conflicts and dealing with difficult people in the workplace is inevitable, especially so for EA/PA. In today’s challenging environment, business leaders expect their EA/PA to be highly diversified so as to effectively manage even the most difficult situations or people to ensure positive outcomes. 

 

This comprehensive 2-day program is specially designed to equip EA/PA with strategies to turn any difficult situations around while maintaining professionalism. You will be able to identify and resolve a conflict before it develops, and know how to effectively manage confrontational behavior to avoid uncomfortable situations. Throughout the program, you will learn how to strengthen your negotiation and communication skills to positively influence an outcome. You will also discover ways to enhance your emotional intelligence to manage your own emotions in a harsh situation. While discussing a wide range of challenging scenarios that may arise at a workplace, you will learn how to recognize classic profiles of difficult people and be armed with techniques to disagree without being disagreeable

What You Can Expect

By the end of this program, participants will be able to: 

  • Understand the fundamentals of relationship dynamics and conflict situations 
  • Be equipped with skills to manage personal emotions and the emotions of others 
  • Find out how to exchange feedback or constructive criticism with tact 
  • Learn how to recognize classic profiles of difficult people and strategies in handling them 
  • Adopt a professional and appropriate style of behavior when handling difficult people and situation 
  • Walk-away with techniques in resolving conflicts while maintaining good relationships 
  • Empower yourself and boost your confidence in dealing with conflict situations 

Who Will Benefit Most

This course is designed for all administrative professionals from any industry who is involved in secretarial support or manage an office environment within the organization including Executive/Personal Assistants, Executive Secretaries, Administrative Assistants, Secretaries, Office Managers/Administrators, Research Assistants, Media Assistants, Editorial Assistants, Marketing Assistants, Legal Secretaries and Department Coordinators.

Program Outline

DAY ONE

The Principles Behind Great Relationships 

  • Introductions and expectations 
  • The elements of personal change 
  • The 3 key skills

o Active Listening

o Gathering Information 

o Emotional Intelligence 

Why people say “yes”

  • Behavior and the use of words 
  • The communication process 

 

Emotional Intelligence - Managing the Emotions 

When people become emotional it is often difficult to get them to listen to reason or logic. 

  • Explaining Emotional Intelligence
  • Keeping your cool when everyone around you is losing theirs
  • Managing the emotions of others
  • Managing emotional, negative or difficult people
  • The impact of communication styles – it is not always what you say – but how you say it 

 

Feedback Techniques and Assertiveness 

  • Plan for a difficult discussion
  • Give feedback to reinforce or change behavior
  • Ask for and receive feedback
  • Give sensitive feedback to sensitive people
  • Manage upwards
  • Build relationships
  • How to say “No!” 

 

 

Conflict Resolutions and Change 

  • Conflict resolution options 
  • Conflict resolution process 
  • Getting past“No!”
  • The emotions of change 
  • Introducing difficult or challenging change 

 

 

DAY TWO

Understanding Self 

  • Motivational factors and influencers
  • Personality differences and how they impact on behaviors
  • Behavioral analysis 

 

Power and Influence - How to Get People to Say “Yes!” 

  • Persuading 
  • Influencing 
  • Selling
  • Negotiating 

 

Putting It All Together 

These important sessions allow the participants to apply the skills and strategies they have learned to real life situations. They can then plan how to use the knowledge and skills in the workplace so that they can add more value to their organization as well as themselves. 

CFOs Leadership :
Experience Clariden
Discover how our leadership program has shaped the perspectives of CFOs across Asia
 
Venue: Shangri-La Hotel
Date: 11 - 12 October 2018
Faculty: Lizzie Wagner
Early Bird 1: S$2,595 (by 13 August 2018)
Early Bird 2: S$2,795 (by 10 September 2018)
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: jane.thomson@claridenglobal.org
 
 
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