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Executive Education
Clariden Leadership Institute
Handling Difficult People and Managing Conflicts in Organizations for EA/PA (Melbourne)
Tom Harbottle
TMA
Tom Harbottle, TMA
  • Leading Authority in Negotiation and Conflict Resolution with more than 20 years of professional experience
  • Advised and consulted major companies including Global Blue, BP Australia, ANZ, Payless ShoeSource, Honeywell, Siemens, Standard Chartered Bank, GlaxoSmithKline, DBS, Ford, Walt Disney, Campbell Soup, Bang & Olufsen, HJ Heinz, and H&M
  • Highly experienced Faculty Director at Clariden Global, whose executive education programs consistently achieved exceedingly high ratings

 

Tom Harbottle is a leading international expert in the field of negotiation and conflict resolution. With more than twenty years of experience in conducting courses on leadership and dispute management, across Asia and Australia, Tom has advised and worked with some of the world’s most renowned companies in negotiation, conflict resolution and leadership. His clients include MNCs and global companies from Global Blue, BP Australia, ANZ, Payless ShoeSource, Honeywell, Siemens, Standard Chartered Bank, GlaxoSmithKline, DBS, Ford, Walt Disney, Campbell Soup, Bang & Olufsen, HJ Heinz, H&M and many other major corporations. As a highly experienced lecturer, Tom has received exceedingly high positive reviews from past participants, and his executive leadership andnegotiation programs are one of the most highly-rated at Clariden Global.
 
Tom established Training Managers of Australia in 1993 to provide Learning and Development solutions to industry, manufacturing and commerce. Prior to becoming a Managing Director at TMA, Tom has had extensive management and business experience having been employed by companies such as Procter & Gamble Ltd (UK), Davis Gelatine, Cussons Pty Ltd, Red Tulip Chocolates Pty Ltd, Sunicrust Bakeries Pty Ltd and Cadbury Schweppes. He was also responsible for the overall strategy, development and implementation of all sales and management training within Australia, New Zealand and the Pacific Rim.
 
 
Testmonials
 
"Tom made this program very real and made us all feel very comfortable so that everyone can participate freely. Excellent program!" - Ros Eslem, Brisbane Airport Group
 
"The content delivered is dynamic and comprehensive. Besides being able to entertain and engage participants, Tom took the time to have one on one chat to check on the participant's learning." -Global Head, Standard Chartered Bank

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/PAs 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. 

 

Led by Tom Harbottle, a highly-rated faculty with over 20 years of experience, this program will maximize your learning through prominent case studies and you will leave with proven methods that can be applied immediately to resolve any conflict while maintaining a positive working relationship with your colleagues. 

 


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.

 

Led by Tom Harbottle, a highly-rated faculty with over 20 years of experience, this program will maximize your learning through prominent case studies and you will leave with proven methods that can be applied immediately to resolve any conflict while maintaining a positive working relationship with your colleagues.

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 - Active listening, Gathering Information, 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: Intercontinental Melbourne The Rialto
Date: 25-26 Oct 2017
Faculty: Tom Harbottle
Early Bird 1: AU$2,195 (by 28 Aug 2017)
Early Bird 2: AU$2,395 (by 25 Sep 2017)
Regular Fee: AU$2,495
Group Discount: 2nd participant get 10%, or register 3 participants and 4th participant get a complimentary seat
(1 discount scheme applies)
Contact: mandy.denver@claridenglobal.org
 
 
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