This one-day corporate training equips participants with practical skills to handle difficult people by balancing emotional intelligence, empathy, and rational thinking. Participants will learn how to manage challenging interactions, build positive relationships, and respond with confidence, understanding, and professionalism.

Objective

• Understand why people behave differently.
• Manage difficult conversations with confidence.
• Use empathy and emotional control at work.
• Respond calmly to challenging situations.
• Build better relationships with others.

Outline

Module 1: Understanding Difficult People

• Identify common causes of difficult behaviours.
• Understand different personality and communication styles.
• Recognise emotional triggers in workplace situations.
• Develop awareness of your own reactions.

Module 2: Managing Emotions Through Heart and Mind

• Apply emotional intelligence in challenging situations.
• Practise empathy and active listening skills.
• Balance feelings with logical thinking.
• Stay calm and positive under pressure.

Module 3: Handling Difficult Conversations

• Use effective communication techniques.
• Address conflicts in a respectful way.
• Respond instead of reacting emotionally.
• Find solutions through constructive discussions.

Module 4: Building Positive Workplace Relationships

• Create trust and respect with others.
• Improve teamwork through better interactions.
• Encourage cooperation and understanding.
• Develop a positive and supportive work culture.

Who should attend

This workshop is suitable for managers, supervisors, team leaders, and employees who want to improve their skills in managing difficult interactions and building positive workplace relationships.

Methodology

An interactive session with group discussions, lectures, role play, story and experience sharing.

Josey Koh's Profile

Corporate and WSQ Soft Skill Trainer | ACTA & ICF-ACSTH | LEGO® Serious Play® Facilitator | Motivational Speaker | Positive Psychology Practitioner | Enneagram Practitioner | Discovery Coach | Certified facilitator | MOE Registered Trainer | Laughter Yoga Leader | Etiquette and Image Consultant

Josey is an ACTA-certified, bilingual (English–Mandarin) Corporate and WSQ Soft Skills Trainer, Discovery Coach, and practitioner in Positive Psychology and the Enneagram. She brings extensive experience designing and delivering workshops, training programmes, and lunch-and-learn sessions for adult learners across diverse industries and professional backgrounds, both online and in face-to-face settings.

Known for her dynamic and learner-centred facilitation style, Josey creates engaging, interactive, and practical learning experiences that enable participants to apply concepts immediately at work. Her sessions are consistently rated highly for their energy, relevance, and real-world application.

Her areas of expertise include leadership, communication and presentation skills, customer service excellence, Train-the-Trainer, office administration, facilitation, negotiation, time and stress management, telephone etiquette, business and social etiquette, and adult learning methodologies.

Josey holds a Graduate Diploma in Applied Positive Psychology and Mindfulness, graduating with distinction in the Positive Psychology module. She integrates evidence-based positive psychology principles into her training to enhance motivation, resilience, and performance outcomes.

Her clientele includes government agencies and leading organisations such as the Ministry of Culture, Community and Youth (MCCY), Ministry of Education (MOE), Ministry of Finance (MOF), HSBC Singapore, IBM Singapore Pte Ltd, Central Provident Fund Board, ISO-Team Corporation Pte Ltd, and the Singapore Land Authority, among others.

Josey consistently receives excellent participant feedback for her engaging facilitation approach, enriched with practical insights and real-life stories, making every session impactful, memorable, and results-driven.

"Josey is lively, bubbly and not short of words. Great Job! almost PERFECT !"

"I have enjoyed Josey’s facilitation session. She has make the Excellence Service and Effective Communication Workshop so lively !”