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Course Outline

Self and Others: Understanding Perspectives

  • Exploring the drivers behind our behaviour.
  • Distinguishing between behaviours that are appropriate for our business role and those that are not.
  • The role of feedback: how others perceive and interact with us.

Communication

  • Examining our approaches to interacting with others.
  • Evaluating the advantages and drawbacks of various communication media.
  • Defining effective communication and identifying strategies to achieve it.
  • Applying different thinking and learning styles to everyday work tasks.

Emotional Intelligence

  • The impact of emotions and their subsequent consequences.
  • Recognising the value of Emotional Intelligence (EQ) alongside standard cognitive intelligence (IQ).
  • Reviewing the five components of Goleman's Emotional Intelligence model:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Understanding why we behave or react in specific ways towards colleagues and customers.
  • Techniques for building rapport with colleagues and customers.
  • The benefits of establishing 'True Rapport' in professional relationships.

Stakeholder Management

  • Strategies for meeting stakeholder expectations.
  • Conducting stakeholder analysis for both internal and external parties.

Navigating Change

  • The nine fundamental principles of change.
  • Managing the emotional responses triggered by change.
  • Addressing resistance to change and recognising its potential benefits.

Requirements

Target Audience

This course is ideal for staff members who require a comprehensive understanding of communication and influence dynamics, particularly in interactions with:

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

Number of participants


Price per participant

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Provisional Upcoming Courses (Require 5+ participants)

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