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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
Testimonials (1)
Reflecting own my self to learn others