1–2 October 2026 · 9:00 AM – 5:00 PM · WORQ, KL Gateway Mall, Bangsar South, Kuala Lumpur
2-Day Physical Public Training · 100% HRD Corp Claimable · Limited to 10 participants
Download the full 2-day outline & registration form (PDF)
Is one difficult person making work harder for the whole team?
Every workplace has different personalities. Some behaviours create tension, misunderstanding, conflict and emotional pressure that spread well beyond the two people involved. Left alone, it drains time, trust and good people.
This 2-day program helps you manage those interactions with confidence, professionalism and emotional control. Through practical communication techniques, de-escalation strategies and boundary-setting approaches, you learn to handle difficult behaviour while keeping respect and a productive working relationship.
Who should attend
Anyone who handles workplace communication, difficult conversations, team conflict or challenging personalities. Because we cap the class at 10 participants, you get time to work through your own real situations with the trainer.
- Managers, team leaders and supervisors
- Department heads
- HR and L&D teams
- Frontline teams
- Executives who handle stakeholders
What you will be able to do after 2 days
- Recognise challenging personality styles and patterns
- Identify your own emotional triggers during difficult interactions
- Communicate with clarity using structured communication models
- Stay calm and in control when conversations get heated
- Apply de-escalation techniques that reduce tension before it spreads
- Set healthy professional boundaries without damaging the relationship
- Use structured conflict resolution models in real situations
- Leave with a personal action plan for managing difficult personalities
Program agenda
Day 1 – Awareness, Understanding and Emotional Intelligence
- Understanding yourself before understanding others: why people read the same situation differently; communication and behavioural styles; individual temperament assessment.
- Understanding high-conflict behaviours: traits of high-conflict personalities; why anyone shows difficult behaviour under stress; healthy vs stress behaviours.
- Understanding conflict escalation: why conflict escalates; spotting behavioural change; telling healthy conflict apart from high-conflict behaviour.
- Emotional intelligence during conflict: managing emotions under pressure; recognising triggers with the S.E.E. framework; active listening and empathy without agreeing.
Day 2 – From Difficult Conversations to Stronger Relationships
- Communication skills that reduce conflict: words that escalate vs words that calm; listening, questioning and body language; responding to different personalities.
- Practical application: working through real workplace communication scenarios in discussion and examples.
- Communication strategies for de-escalation: the 10 principles of de-escalation; applying the P.A.U.S.E. and C.A.L.M. techniques; common mistakes that make conflict worse; rebuilding with the B.R.I.D.G.E. framework.
- Building a conflict-resilient workplace: psychological safety; respectful communication habits; giving and receiving feedback; developing your personal conflict-management action plan.
Registration and breakfast open at 8:00 AM. Sessions run 9:00 AM – 5:00 PM each day, with breakfast, lunch and refreshments provided throughout.
How the training runs
Every session stays hands-on. The trainer combines short lectures with activities so you practise, not just listen: stimulating lectures, role-plays and simulations, group discussions, self-assessments, brainstorming sessions, and listening-skill games.
Your trainer
An HRD Corp Accredited Trainer and independent training consultant with more than 32 years of corporate training experience.
- HRD Corp Accredited Trainer
- Independent training consultant since 1993
- Certificate in Training & Development, ITD UK
- Action Learning Coach Certification (CALC, US)
- Has trained participants at multinational companies, universities and government agencies across Malaysia and Brunei
Core expertise: communication skills, customer service excellence, corporate image and professional etiquette, management development, workplace behaviour and relationship building, and conflict handling. Her style is practical and engaging, with techniques that transfer directly into real workplace situations.
HRD Corp claim details
This program is 100% HRD Corp Claimable for registered employers, subject to employer eligibility and HRD Corp approval. Our team guides you through the grant application before the training date, so your claim is ready in time. No hidden charges beyond the agreed program fee.
- Registered program title: Managing Challenging Personalities at Work
- Scheme: HRD Corp Claimable Courses – Skim Bantuan Latihan Khas (SBL-Khas)
- Training provider: GOFLEX EVENTS (M) SDN. BHD. (SA0588592-U) – HRD Corp Registered Training Provider · MyCoID 20250316 1664
Download the full program brochure (PDF)
Limited to 10 participants
Small class, real practice – so you can raise your own workplace situations and rehearse the conversations you’ve been avoiding. Seats are confirmed on a first-come, first-served basis.
Register now
WhatsApp us at +6010 926 5226 or email amy@goflexevents.com to reserve your seat. Only 10 seats.
Frequently asked questions
Can my company claim this under HRD Corp?
Yes – for registered employers, under HRD Corp Claimable Courses (SBL-Khas), subject to eligibility and grant approval. WhatsApp us and we’ll walk you through the application steps.
Is this only for managers?
No. Managers and team leaders benefit most, but the program also suits HR teams, frontline staff and anyone who regularly handles difficult conversations at work.
Can I bring a real situation from my workplace?
Yes – role-plays and case discussion are part of the format, so bring the conversation you’ve been putting off. Please avoid sharing confidential employee details in the group.
Where exactly is the venue?
WORQ, KL Gateway Mall, Bangsar South, Kuala Lumpur. It connects directly to Universiti LRT station, and parking is available in the mall.
Can we run this in-house for our team instead?
Yes – this program also runs as an in-house session customised to your company anywhere in Malaysia, and it stays HRD Corp claimable. See how in-house training works →
