In today’s increasingly interconnected business environment, it is vital that employees be able to interact and work effectively with others in the workplace, with customers/clients and in particular, with their team / direct reports. Communication and Relationship Management (CRM) are essential skills in the workplace that enhance the effectiveness of an individual in an organisation. This programme will enhance the communication and influencing ability of the participant through understanding human behaviour and enable individuals at the various occupational levels to build rapport and relationships among colleagues, stakeholders and customers. It will impart skills on workplace communications, negotiation, conflict resolution and facilitating effective teamwork.

Objective

On completing this program, participants will:

• Gain a comprehensive understanding of behavior types and their influence on interpersonal and team communication.
• Learn how to appreciate the differences in a team and leverage off these differences to work better as a team
• Understand the Do’s and Don’ts of effective team communication
• Acquire effective communication skills
• Build rapport and relationships among colleagues, stakeholders and customers
• Manage relationships with both internal and external customers

Outline

Understanding Teams

• Understanding diversity of team personalities using the DISC profile tool.
• The impact of personalities in team effectiveness and cohesiveness.
• Avoiding conflicts by understanding personality differences.
• What makes us different?
• The advantages of diversity in a team environment.

Effective Team Communication

• Promote effective communication in the workplace.
• Facilitate effective communication at the workplace by encoding messages clearly.
• Influence and persuade intentions effectively at the workplace.
• Facilitate effective teamwork.
• Delegate work and support work teams.
• Develop and implement conflict resolution strategies.
• Assess conflict situation and develop conflict resolution strategies.
• Resolve conflict in the workplace.

Who should attend

For anyone who wants to learn to communicate and connect better with internal and external stakeholders.

Methodology

Highly participative and interactive consisting of discussions, action-learning games, case studies, practical work, critique sessions as well as team assignments

Testimonial

TK Tan's Profile

TRAINER | FACILITATOR | COACH | MBTI® | FIRO-B® | Hogan Assessments | STRONG | Facilitating Career Development | Knowdell Career Tools | ACTA | BBA


Real-world leadership. International experience.
A genuine passion for people.

EXPERIENCE THAT COMES FROM DOING THE WORK
TK Tan brings to his workshops the perspective of someone who has led people, managed demanding customers and driven change from within organisations. Before establishing his training consultancy, he held senior leadership and regional positions in the hospitality and banking industries, including roles as Managing Director and Senior Vice President.
His responsibilities spanned customer experience, client management, customer delivery, implementation and operational support. He established service teams, introduced regional service frameworks, strengthened escalation processes and led transformation initiatives to improve how customers were served. Two teams under his leadership received international recognition for service excellence, while many people he developed have since progressed into senior leadership roles.

A REGIONAL AND INTERNATIONAL PERSPECTIVE
In his regional leadership roles, TK worked with colleagues, clients and stakeholders across multiple countries and cultures. He led cross-border initiatives, facilitated the sharing of best practices and helped create greater consistency in customer delivery across different markets. This experience allows him to bring a broad international perspective to the classroom without losing sight of the everyday realities faced by leaders and employees.

PEOPLE ARE AT THE HEART OF HIS WORK
TK connects naturally with participants and creates an environment where they feel comfortable contributing, experimenting and learning from one another. His facilitation is lively, personable and practical, combining useful tools with humour, relatable stories and real situations drawn from his own leadership experience.
PEOPLE-DEVELOPMENT CREDENTIALS


AREAS OF EXPERTISE
Throughout his career, TK has not only managed teams—he has built them. He has recruited and developed people, strengthened team capability and helped individuals grow into larger leadership responsibilities. Many of his former team members have since progressed into senior positions. This same belief in people shapes his facilitation: lively, personable and practical, with a strong ability to help participants feel valued, involved and willing to grow.
TK has trained and coached leaders, managers, professionals and frontline employees across Asia. His programmes include leadership, communication, team effectiveness, coaching, critical thinking, creative problem-solving, customer service and experience, complaint management, presentation skills, personal branding, career development and personal effectiveness. His clients include government agencies, financial institutions, educational organisations, multinational corporations and SMEs.

“Within a short time, he was able to build trust with me and help me realise many possibilities within myself.”
— Gena Ong, Vice President, Schneider Electric