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Managing Relationships (2 days)
Those who need to deliver clear easily understood messages that are of a difficult and at times emotional and sensitive nature will benefit from this innovative and active course. The objective of this two day course is to clarify the effects that poor communication can have on the smooth running of the Council and the positive benefits of getting the message across in the correct manner with the right amount of empathy.
Objectives – The Benefits to You and Your Organisation:
Develop the skills to be able to communicate clearly and confidently. Build rapport with, and respect from, peers, reports and managers. Recognise the implications of poor organisational communication. Be better prepared to deal with your own emotions and those of others.
Content:
Self Awareness
- Identify a range of verbal and non-verbal factors which affect others
- Assess personal strengths, weaknesses and opportunities.
- Understand the principles of Emotional Intelligence
- Learn Self Control and Impulse Control
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Communicating Style
- Communication Techniques: conveying ideas and information effectively; clarity and brevity; building rapport and trust; dealing with misunderstandings; effective questioning.
- Active Listening – listening with the intention of understanding
- Understanding Body Language
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Positive Messages
- The importance of positive messages
- Confidence and positive beliefs.
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Conflict Resolution
- Resolving unproductive conflict; personality clashes;
- Handling difficult people; avoiding and handling destructive situations; managing ‘the grapevine’.
- Creating options
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Influencing Styles
- Selecting the appropriate style to match the situation and personalities involved
- Considering approaches for modifying behaviour
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Basic strategies for dealing with Assertiveness
- Ten tips on assertiveness
- The difference between being Assertive and being Aggressive
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Assertive Outcomes
- How to achieve win/win or remain firm when things are non-negotiable, ie saying ‘no’.
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Assertive Options
- How to make your assertions - those for everyday use and others when firmness is needed.
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Aggression from Others
- Understanding how to deal successfully with ‘put-downs’ and sustained forms of aggressive behaviour from others
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Private and Confidential
- Retaining friendships in difficult situations
- The need for confidentiality in the workplace
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Understanding reactions to change
- State the Change Management process.
- Prepare and plan for change.
- Manage the human side of change, not just the business side.
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Target Audience:
Anyone who is faced with the challenge of dealing with people and personalities in the workplace.
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"Class 1 Consultants in Scotland continue to deliver fun, and dynamic business courses that are valuable to both our employees and clients alike in the UK" |
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