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Course Outline

Understanding Ourselves and Others

  • Exploring what drives our behavior
  • Identifying which parts of our behavior are acceptable and required by our business roles, and which are not
  • Understanding feedback: how others perceive and interact with us

Communication

  • Methods of communicating with others
  • Advantages and disadvantages of various communication mediums
  • Defining Effective Communication and strategies to achieve it
  • Understanding our individual thinking and learning styles and applying them to daily work

Management v Leadership

  • Defining Management and Leadership
  • Differentiating between Management and Leadership
  • Analyzing Leadership Behavior
  • Examining Management Styles and determining when to apply each
  • The importance of Communication, including:
    • Verbal Communication
    • Vocal Communication
    • Visual Communication

Emotional Intelligence

  • Understanding emotions and their consequences
  • Recognizing the importance of understanding our 'EQ' (Emotional Quotient) compared to the more standard IQ
  • The five stages of Goleman's Emotional Intelligence model:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Understanding why we act or react in specific ways towards colleagues and customers
  • Building rapport with colleagues and customers
  • The benefits of 'True Rapport' in interpersonal relationships

Building a Successful Team

  • Defining a Team
  • The stages of Team Development

Goal and Objective Setting

  • Goal Setting for the company
  • Objective Setting for staff
  • Drafting and Aligning Objectives
  • Performance Management

Stakeholder Management

  • The Service-Profit Chain
  • Satisfying Stakeholders
  • Stakeholder Analysis: identifying internal and external stakeholders

Delegation

  • Defining Delegation
  • The Stages of Delegation

Coaching

  • Defining Coaching
  • Using the G R O W model for effective coaching

Handling Conflict

  • Causes of conflict
  • The Phases of Conflict Handling
    • Understanding the Conflict
    • Understanding your position and the other person's position in the conflict
    • Resolving the Conflict
  • Kilmann's Five Conflict-Handling Modes and how to apply them:
    • Competing
    • Collaborating
    • Compromising
    • Avoiding
    • Accommodating
  • Bridging the Gap
 21 Hours

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