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Managing Difficult People (NSA)(SFC) 


To build skills in managing difficult stakeholders 


1. Identified an opportunity to better handle a key stakeholder
2. Explored causes of difficulties in relating to and handling the stakeholder
3. Explored similarities and differences in values, personality preferences, leadership style and behaviours between themselves and their stakeholder
4. Developed strategies to achieve win-win where possible
5. Where resolution is not possible, recognize and accept the trade


• Introduction to workshop objectives and ground rules
• Sources of differences
• What underlies difficult behaviour
• The Mirror Test – knowing me, knowing the stakeholder and knowing how other people perceive me
• Handling Quotient in turning around difficult situations
• How to achieve win-win and live with trade-offs
• Assertiveness, advocacy and inquiry skills
• Consequence management and tough conversations
• Inspiring through praise and showing recognition
• Summary, reflection, evaluation and closing  


Ms Quek, Eliza

Eliza is an International HR and Organization Development Consultant based in Singapore who has served as both Internal and External Change Agent. She designs and conducts diagnostic studies and customizes solutions for public and private sector clients. Eliza designs and facilitates strategic planning and team building meetings at senior management level including workshops to disseminate Values, Vision, Mission and strategic priorities enabling them to secure commitment and align staff performances. She designs, facilitates and implements relevant interventions to enhance leadership skills in engaging, motivating, utilizing and retaining talent and to sustain competitive advantage.

As Internal Consultant with Esso Singapore, Esso Eastern Inc and Exxon Chemicals, she strengthened teams, facilitated conflict resolution between Union and Management and enhanced Leadership and management capabilities. With Singapore Press Holdings, she managed the HRD function and a team of trainers; conceptualized, designed and implemented a competency based performance appraisal, talent spotting and succession planning system and trained both managers and employees to effectively implement the system.

In her external consultancy role, Eliza designed and facilitated Strategic Planning and Team building meetings for ESS (ESPN Star Sports), Sanofi-Aventis Business Development Unit and NUS Graduate School for Integrative Sciences and Engineering. She trained BP and Allianz Indonesia’s managers in conducting effective performance conversations; Philips managers in Emotional Intelligence and managers in Total Asia Pacific, Tesco, JP Morgan, Schroeders and Eka Chemicals in cross cultural management and team-leading. She reinforced skills in sustaining a quality service culture among American Express, Colgate-Palmolive Thailand, Westin International Asia Pacific and Hyatt Hotel Asia Pacific managers.

Who Should Attend

Participants who need and want to better handle a key stakeholder

Fee with NEW National Silver Academy (NSA) subsidy: S$199.50 (inclusive of GST) *conditions apply

To be eligible for NSA subsidy, participants:
- must be Singaporeans age 50 and above
* Participants who do not fulfill the above criteria are not eligible for NSA funding, and are required to pay the course fee in full.  



1 November 2017 


9:00am to 5:00pm 


NTU@one-north campus, Executive Centre 

Closing Date:

17 October 2017 

Course Fee:

Standard: S$374.50  

NTU/NIE Alumni, Staff & Students: S$299.60  

Group (3 & Above): S$337.05

NTUC Member: S$337.05


Registration fees inclusive of:

  • Course materials

  • Light refreshments

  • Complimentary Lunch - applicable at NTU@one-north campus only

  • Prevailing GST

Online Registration

>> CLICK HERE to Register Online


Methods of Payment

1. Credit Card (Visa, American Express and Mastercard only)

2. Cheque made payable to Nanyang Technological University

3. Invoice to Company (for Company Sponsored Participants)

4. E-invoice (for Government Organizations)

5. Telegraphic Transfer or Bank Draft (Note: All related charges are to be borne by participant)

Cancellation & Refund Policy

A written notification to pace@ntu.edu.sg or fax to

6774 2911 before course closing date.

No cancellation charges (Full refund)



A written notification on or after course closing date.

No Refund

SkillsFuture Credit (if applicable):
- Participant to cancel their claim with WDA
- PaCE@NTU reserves the rights to collect the full fee amount from the participant

Replacement Policy

Given a 3 days notice before course commencement, companies may replace participants who have signed up for the course. Terms and conditions apply.


There is no replacement for participant utilising SkillsFuture Credit. Participant to cancel their SkillsFuture Credit claim with WDA.

Terms and Conditions

• Course is subject to a minimum participation before commencement
• Course is subject to a first-come-first-serve basis in light of overwhelming responses
• PaCE@NTU reserves the right to change or cancel any course or trainer, in light of unforeseen circumstances
• All details are correct at time of dissemination

Privacy Clauses

At PaCE@NTU, participants’ personal information is collected, used and disclosed for the following purposes:
  1. To process your application.
  2. For course administration and billing.
  3. To enable the trainers to know the background of the course participants.
  4. To submit to governmental authorities for funding verification, administration and survey conducted by them (only applicable to funded courses).
  5. To submit to NTU Alumni Affairs Office, NTUC and other relevant organisations for course discount verification (if applicable).
  6. To issue certificate to the course participants.
  7. For marketing of courses to participants via E-newsletter.
  8. To understand and study the profile of its course participants for NTU’s policy making and planning.
  9. To deal with any matter related to the course.
Full Data Protection and Privacy Statement : CLICK HERE  



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