OPERATION LEVEL
Duration : 16 hrs (2 days)

OBJECTIVES

After completing the programme, the participants should be able to:

• Use effective communication techniques to interpret, clarify, analyse and respond to information received
• Use effective negotiation skills to resolve conflicts for a win-win outcome, taking into consideration social and cultural differences

CONTENTS

Part I : Communicate Effectively at the Workplace

• Interpreting and Analysing Information Received
• Planning Appropriate Response
• Using Effective Communication Techniques

Part II : Understand the Conflict

• Understanding the fundamental of conflict
• Analysing the conflict situations

Part III : Negotiate and Resolve Conflict Amicably

• Negotiating for mutual acceptable solutions
• Reporting the outcome of negotiation