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Course Outline
Understanding Ourselves and Others
- Exploring the factors that drive behavioral patterns
- Distinguishing between acceptable behaviors required by business roles and those that are not
- Feedback mechanisms: Understanding how others perceive and interact with us
Communication
- Methods of communication with others
- Evaluating the advantages and disadvantages of different communication media
- Defining effective communication and strategies to achieve it
- Analyzing individual thinking and learning styles and applying them to daily work
Management vs. Leadership
- Defining Management and Leadership
- Identifying the key differences between Management and Leadership
- Analyzing leadership behaviors
- Examining different management styles and understanding when to apply them
- The critical role of communication, including:
- Verbal communication
- Vocal communication
- Visual communication
Emotional Intelligence
- The nature of emotions and their consequences
- Understanding the importance of Emotional Intelligence (EQ) compared to 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 toward colleagues and customers
- Techniques for building rapport with colleagues and customers
- The benefits of achieving "True Rapport" in interpersonal relationships
Building a Successful Team
- Defining what constitutes a team
- The stages of team development
Goal and Objective Setting
- Goal setting for the organization
- Objective setting for staff members
- Drafting and aligning objectives
- Performance management principles
Stakeholder Management
- Understanding people within the Service-Profit Chain
- Strategies for satisfying stakeholders
- Stakeholder analysis: identifying internal and external stakeholders
Delegation
- Defining delegation
- The stages of the delegation process
Coaching
- Defining coaching
- Utilizing the G R O W model for effective coaching sessions
Handling Conflict
- Identifying the causes of conflict
- The phases of conflict handling:
- Understanding the conflict
- Assessing your position and the other party’s position in the conflict
- Resolving the conflict
- Competing
- Collaborating
- Compromising
- Avoiding
- Accommodating
21 Hours
Testimonials (1)
Reflecting own my self to learn others