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LEADERSHIP & MANAGEMENT

MANAGING CHANGE

Build trust, communicate clearly, and lead your team through resistance
INSTRUCTOR LED
FACE TO FACE OR ONLINE

MODULES

HOURS
LEARNING METRICS
ASSESSED & GRADED

WHO SHOULD TAKE THIS WORKSHOP?

Change can create confusion, resistance, and uncertainty. This workshop is designed for middle managers who need to lead their teams with empathy, clarity, and confidence during times of change. It focuses on practical communication skills, emotional awareness, and trust-building. Participants will leave with tools to manage resistance, handle conflict, and lead difficult conversations.
strengthen team trust and openness
respond to resistance with empathy and skill
lead difficult conversations with confidence

LEARNING POINTS

  • Apply the SCARF model to foster trust during change
  • Use seven trust criteria to build psychological safety
  • Deliver consistent, aligned messages with clarity
  • Inspire trust through storytelling and role modelling
  • Run update meetings even without new information
  • Identify signs of resistance like negativity or silence
  • Practise empathetic listening during change
  • Support team wellbeing and build resilience
  • Use the ACCEPT model to address resistance
  • Reframe negative thoughts into constructive ones
  • Mediate team conflict fairly and objectively

METHODOLOGY

Training with Mango maximises action and interaction, blending individual and group exercises. Participants master key concepts through role plays, games, quizzes, case studies, discussions and reflective sessions

STRUCTURE

1. Building Trust
Create an environment where people feel safe to speak up and share concerns. Learn the SCARF model and seven trust criteria to strengthen team relationships. Practise delivering aligned, consistent messages using storytelling, role modelling, and effective update meetings—even when no new information is available.

2. Recognising and Understanding Resistance
Identify signs of resistance, from silence to active pushback, and explore six root causes such as emotion, demotivation, and poor communication. Use real-world examples to understand quiet defiance and the influence of others. Experience Mango’s Resistance, a collaborative board game designed to make resistance visible and manageable.

3. Empathy and Resilience
Practise empathetic listening to understand what your team is going through. Learn techniques to balance empathy with clarity and maintain confidence in difficult moments. Apply strategies that promote wellbeing and resilience without compromising direction.

4. Overcoming Resistance
Use practical tools to guide your team beyond resistance. Apply the ACCEPT model, Four Doors Technique, and NPI (Negative, Positive, Interesting) to explore team concerns and shift their mindset. Learn how to reframe negative thinking and foster constructive attitudes. 

5. Conflict and Difficult Conversations
Understand the value of conflict and how to handle it fairly and objectively. Learn to distinguish healthy disagreement from disruptive conflict and apply mediation techniques to steer discussions productively. Use the CEDAR model to structure challenging conversations and find resolution.

Talk to us about your training.

Contact details

GET IN TOUCH

Address
MANGO TRAINING SDN BHD
E-13-13-A PLAZA MONT KIARA
2 JALAN KIARA
50480 KUALA LUMPUR, MALAYSIA
Phone
+60 (0)3 6419 1828
E-mail
info@mangotraining.com
Hours of operation
Monday - Friday 9.00 - 19.00