Date :
Time :
Points :
Fee :
Language: / Monday 15 October 2012
2:30 pm – 6:00 pm
2 CPD points
HK$635
English / Level:
Venue : / Intermediate level, for delegates who have prior knowledge of the subject area Joint Professional Centre
Unit 1, G/F.,
The Center, 99 Queen’s Road Central, Hong Kong
About the course:
Using 5 steps to constructively deal with difficult people, participants will be able to:
  • identify the early behavioural signs of conflict in order to deflect or minimise difficulties
  • plan and apply constructive response strategies to deal with difficult people
  • interact assertively to share thoughts and concerns of ‘difficult’ issues
  • listen actively to gain insight into the underlying issues or concerns of the other person
  • use highly effective questioning skills for clarification, understanding and the resolution of ‘difficult’
  • identify and act to minimise any barriers to changing difficult behaviours
  • build relationships to establish cooperation and collaboration in future interactions
  • be self-aware and use techniques of self-management
The 5 Steps
  • Imagine they won't be difficult
-difficult may mean ‘different’
-perceptions and attitudes (mine and others)
-expectations (mine and others)
  • Exercise professional and personal power
-expertise and experience
-self-management
-relationship management
  • ‘Work’ my constructive communication skills
-words, voice and body talk
-empathy
-listen actively
-question generously
  • Generate options
-deal with barriers to constructive communication
-define assertiveness
-use assertive language and behaviours
  • Action solutions
-aim to achieve mutual needs and interests
-gain their commitment to a solution (that meets your needs)
Course objective:
This half-day program provides lawyers with the skills and strategies of managing difficult clients, prospective clients and colleagues, in order to gain cooperation and action win-win outcomes.
About the presenter:
Judy Newgreen, Director, PRIORITY ONE TRAINING
Judy Newgreen is a highly experienced trainer who has worked extensively across the Corporate, Government, Legal & Education sectors in Australia, Hong Kong and Singapore. Judy’s knowledge of how people effectively communicate and interact underpins her ability to specifically structure and deliver training across all areas of people management to improve work performance. Judy’s ability to excite and stimulate positive change in the learner enables her to challenge ‘what we do’, ‘how we do it’, and delivers insight into ‘doing it better’.
Enrolment Conditions:
  1. Enrolments will be accepted on a first-come first-served basis.
  2. Places cannot be reserved by facsimile. Registrations will only be accepted upon full payment of the course fee and receipt of the registration form.
  3. If you cannot attend a booked course, written notification must be received by the Academy at any time before the date of the booked course and then you may either: 1. transfer your booking to a replacement delegate; or 2. transfer, up to 3 times, your booking to another Academy course of same value within 6 months of your written notification. If you still cannot attend the booked course after you have utilised the 3 transfers of your booking, no further transfers will be allowed and the course fees paid will be forfeited unless notice of cancellation is received in accordance with the cancellation policy.
  4. Notice of cancellation of a booking must be given so that it reaches the Academy not less than seven (7) days before the date of the course and is subject to an administration fee. This fee is presently set at HK$100. Cancellations received after this time will not be accepted - the registration fee will remain payable and shall under no circumstances be refunded. Registrations are transferable to another person at any time before commencement of the course provided that the Academy is notified in advance.
  5. If the course becomes full and you wish to have your name entered onto the waiting list of this course, please complete the enrolment slip and return it to the Academy together with the payment of the appropriate course fee. You will be notified before the date of the course if we are able to offer you a place at the course. A registrant whose enrolment is unsuccessful will receive a refund of the appropriate course fee.
  6. Please click here for the Bad Weather Policy
  7. Please click here for the CPD Attendance Policy which applies to those who wish to claim CPD points from the Law Society of Hong Kong.
  8. The Hong Kong Academy of Law reserves the right to alter the contents, speaker(s) or otherwise of this course, or cancel this course.

Enrolment Slip:

Re:Dealing with Difficult People, Monday 15 October 2012 (151012P)

To:Hong KongAcademy of Law, 3rd Floor, Wing On House, 71 Des Voeux Road Central, HK

(Attention: Mr. Dan Yiu / Ms. Grace Lee - Tel: 2846 0587/2846 0585; Fax: 2846 8801)

Name: Mr./Ms.

(full name as on identity card or practising certificate or trainee solicitor contract)

Occupation: I am (please tick as appropriate)

a Solicitor a Barrister a Trainee Solicitor

(others, please specify) :

Solicitor No: Year of admission: Trainee: First/Second year (if applicable)

(if applicable) (if applicable)

Company/Firm: Position:

Address:

Email:

Tel: Fax:

I enclose a cheque made payable to “Hong Kong Academy of Law Limited” for $ _ _ in payment for the above course.

I have read and accepted the Enrolment Conditions attached to the course flyer.

Signature: Date: