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Course Outline

Understanding Ourselves and Others

  • Exploring the drivers behind human behaviour.
  • Differentiating between acceptable behaviours, those required by business roles, and those that are not.
  • Utilising feedback to understand how others perceive and interact with us.

Communication Skills

  • Techniques for effective interaction with others.
  • Analyzing the pros and cons of different communication mediums.
  • Defining 'Effective Communication' and strategies to achieve it.
  • Identifying personal thinking and learning styles and applying them to daily work tasks.

Emotional Intelligence

  • Examining emotions and their impact.
  • The significance of understanding 'EQ' (Emotional Quotient) alongside traditional IQ.
  • Overview of Goleman’s five stages of Emotional Intelligence:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Understanding the reasons behind specific reactions to colleagues and customers.
  • Strategies for building rapport with colleagues and clients.
  • The value of 'True Rapport' in interpersonal relationships.

Stakeholder Management

  • Approaches to satisfying stakeholders.
  • Conducting stakeholder analysis for both internal and external parties.

Managing Change

  • Key principles of change management.
  • Navigating emotional responses to change.
  • Understanding resistance to change and its potential benefits.

Requirements

Target Audience

This course is designed for staff members who need a comprehensive understanding of communication and influence dynamics with:

  • Colleagues
  • Line managers
  • Internal and external customers and stakeholders
 14 Hours

Number of participants


Price per participant

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