Organizational Etiquette: Dealing With Problematic Staff (In-House)
Empowering Pusat Perubatan Universiti Malaya (PPUM) leaders with Mr. Selvendran to master coaching conversations, resolve workplace friction, and drive service excellence.
9 – 10 December 2025
Program Overview
The Organizational Etiquette: Dealing with Problematic Staff workshop was successfully conducted from 18 to 19 August 2026 as an exclusive 2-day in-house corporate program for Pusat Perubatan Universiti Malaya (PPUM) at their main office premises. Facilitated by the esteemed leadership and organizational development specialist Mr. Selvendran, this intensive workshop was designed to shift leadership perspectives from rigid task management to compassionate, service-oriented leadership.
In a premier healthcare institution like PPUM, staff attitudes directly impact patient experience, quality of care, and overall hospital reputation. Managing behavioral friction and difficult team dynamics requires supervisors to move beyond traditional disciplinary action. Framing supervisors as “Service Leaders,” this 2-day masterclass equipped PPUM’s cross-departmental leaders with root-cause diagnostic tools, structured coaching frameworks, and assertive communication models to transform challenging workplace behaviors into opportunities for professional growth.
Key Learning Outcomes
- Distinguish between task management and people leadership, adopting a service-oriented mindset aligned with patient-first principles.
- Diagnose root causes of poor performance, differentiating between "Can't Do" skill gaps and "Won't Do" attitude issues using the 5 Whys technique.
- Conduct defensive-free coaching conversations, applying the Situation-Behavior-Impact (SBI) and DESC models to deliver constructive feedback.
- Execute high-stakes difficult conversations, addressing sensitive issues such as clinical handovers, lateness, and interpersonal friction professionally.
- Navigate workplace conflict and mediation, identifying when to resolve issues internally versus when to escalate through official PPUM HR channels.
- Establish objective documentation and service standards, ensuring compliance with organizational policies while building a Unit-Specific Service Charter.
Programme Experience
Hosted on-site at PPUM, the workshop gathered Unit Heads, Supervisors, Department Heads, and Key Personnel across Clinical Services, Nursing, Administration, HR, IT, and Engineering creating a multi-disciplinary collaborative environment.
Day 1 focused on The Foundation – Understanding Behaviour & Building a Service Culture. Mr. Selvendran guided participants through analyzing the connection between staff engagement and patient feedback. Attendees engaged in group diagnostics using the 5 Whys technique and practiced using the SBI model to separate objective observations from personal judgment.
Day 2 escalated into active role-playing and strategic execution during Managing Conflict, Driving Performance & HR Alignment. Under Mr. Selvendran’s expert guidance, participants simulated challenging scenarios practicing the DESC model for high-stakes conversations, managing emotional reactions, and drafting proper performance documentation aligned with PPUM policy. The retreat concluded with an action planning session where department leads formulated unit-specific charters, leaving PPUM’s supervisory team fully empowered to cultivate a high-trust, patient-centered workplace culture.
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