Course Outline
Understanding Ourselves and Others
- What makes us behave the way we do?
- How can we understand which parts of this behaviour is acceptable – is required by our role in the business – and which parts are not acceptable?
- Feedback: how do others see and relate to us?
Communication
- How do we communicate with others?
- What are the advantages / disadvantages of the various communications media?
- What do we mean by Effective Communication and how do we achieve it?
- Our respective thinking and learning styles and how they can be applied to our day-to-day work
Management v Leadership
- What is Management? What is Leadership?
- What is the difference between Management and Leadership?
- Analysing Leadership Behaviour
- Analysing the difference Management Styles – and understand when to use them
- The importance of Communication – including:
- Verbal Communication
- Vocal Communication
- Visual Communication
Emotional Intelligence
- Emotions and their consequences
- The importance of understanding our “EQ” (as opposed to the more-standard IQ)
- The five stages of Goleman’s Emotional Intelligence model:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Why do we act / react in a certain way to colleagues and customers?
- How can we build rapport with colleagues and customers?
- What are the benefits of “True Rapport” in our inter-personal relationships?
Building a Successful Team
- What is a Team?
- The stages of Team Development
Goal and Objective Setting
- Goal Setting – for the company
- Objective Setting – for the staff
- Drafting and Aligning Objectives
- Performance Management
Stakeholder Management
- People and the Service-Profit Chain
- Satisfying Stakeholders
- Stakeholder Analysis: internal and external stakeholders
Delegation
- What is Delegation?
- The Stages of Delegation
Coaching
- What is Coaching?
- Using the G R O W model for effective coaching
Handling Conflict
- What causes conflict?
- The Phases of Conflict Handling
- Understanding the Conflict
- Understanding your / 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
Testimonials (11)
workshop mode, positive energy, valuable tips and the way of passing them on. cool!
Sylwia - LKQ Polska Sp. z o. o.
Course - Efektywna komunikacja interpersonalna i rozwiązywanie konfliktów
Machine Translated
active listening and sharing/explaining what is important and needed, not getting too much in details that it would become boring
Anita Albert - Euro-Center Prague
Course - Communication and Teamwork
The interesting exercise, good timing, professionalism of trainer
Maryna - Euro-Center Prague
Course - Communication and Teamwork
Training was tailored to my needs
Patricia - Embraer
Course - Influencing and Avoiding Conflict
As it was a 1:1, the personalization of the content.
Patricia - Embraer
Course - Influencing and Avoiding Conflict
Would like to thank Trainer Abhi for this fruitful training. Appreciate him trying to get to know all the attendees so he can better cater the training to our needs. Love how there was a balance of theory and activities that keep us engaged. And how contents were straight to the point and concise.
Rainey Clarecia - Talentvis
Course - Communicating and Influencing - For Managers and Team Leaders
All interaction between Elodie and us . Good ratio theory/practice.
Hayere Nathalie - Axway
Course - Communicating and Influencing For Team Members
Elodie is really lively and energetic. She knows her subject well and engages everybody during the session.
Victor - Axway
Course - Communicating and Influencing For Team Members
The flexibility of the trainer to adjust the topics according to my profile.
Carlos - Magotteaux International SA
Course - Efektywna komunikacja interpersonalna i rozwiązywanie konfliktów
The excercises were really fun
Jakub - AXA XL
Course - Business Communication Skills
Charisma of trainer and knowledge.