TRAINING FOR PUBLIC RELATIONS PRACTITIONERS

Communicating in Challenging Situations

Even if your organisation has a reputation for excellent service, you may have occasional run-ins with dissatisfied or difficult customers as part of the job. It is then up to you to quickly defuse the situation to avoid negatively affecting your business image or upsetting the relationships between the parties concerned.

If you know what to say and, more importantly, how to say it, you have a greater chance of not only correcting the issue, but also improving the relationships and connections with your internal and external customers. This workshop dives deep into effective communication strategies and tactics for professionals when communicating in difficult situations.

Course Content:
Understanding Context and New Landscape
 Understanding Landscape
 Expectations of Demanding Public and Challenging Situations
 Current Realities/ Gaps/ Desired Reality

Self-Awareness
 Building Emotional Literacy

Understanding Emotions, Feelings, Context and Triggers
 Understanding the Brain
 Tools for Impulse Control

Strategies to Handle Difficult Others/ Difficult Situations
 What is Empathy and What is Not
 Qualities of Empathy
 Empathy Portal: Pity vs Sympathy vs Empathy
 Tools to build Empathy for Others
 Communicating with the Right Choice of Words
 Techniques to Manage Difficult Customers
 Strategies on Disengagement

Role Plays
 Using Case Studies
 Review and Feedback

​​About the Trainer
Dr Rinkoo Ghosh is a specialist in the area of Resilience, Empathy, Human Resource Development [HRD/HRM] and Service Excellence. She has 32 years of work experience and brings with her transdisciplinary expertise in the areas listed above which includes, Resilience/EQ, service solutioning, enforcement, public administration/governance, strategy and public consultation and engagement.

This expertise has been honed through two decades of experience designing and facilitating interventions at the whole of government and organizational levels, working with client agencies from 62 statutory boards, 15 government agencies, numerous social sector agencies [SSAs] and more recently with private sector [e.g. banks].

Rinkoo has designed and conducted over 140 types of training programs, trained/curated for over 20,000 people/government officials/delegates and worked with all government agencies and key social sector organizations in Singapore. She also conducts training in Malaysia, Macau, Africa, Hanoi, Laos, Mauritius, Bangkok, Thailand and conducted several key note addresses and webinars in the area of Resilience, EQ and Empathy for government, social sector and private organisations, especially during the Covid period. Rinkoo has a Doctorate in Business Administration from New South Wales where she graduated in the year 2008. She also holds a Bachelor of Arts degree in Mass Communication (1992) from Australia and a Masters of Arts in Mass Communication from USA (1996). She completed her Graduate Diploma in Training and Development in 1997. She is also versed in OD/Learning Organisation and received her Graduate Diploma in Learning Organisation in 2006.

​​​Course Details

​​Date:22 May 2023
Time: 9am - 5pm
Venue: Marina Square (TBC)
Fee: $550 (Discounts for groups of 3 or more)

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Got an enquiry?
Call (65) 9150 3701 or
email info@prtraining.sg