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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
  • Applying Kilmann's Five Conflict-Handling Modes:
    • Competing
    • Collaborating
    • Compromising
    • Avoiding
    • Accommodating
  • Strategies for bridging the gap between conflicting parties
  •  21 Hours

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