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Course Outline

Understanding Self and Others

  • Exploring the drivers behind our behavioural patterns
  • Distinguishing between acceptable behaviours required by our professional roles and those that are not
  • Understanding feedback: How others perceive and relate to us

Communication Fundamentals

  • Methods for effective interaction with others
  • Pros and cons associated with various communication media
  • Defining effective communication and strategies for achieving it
  • Identifying individual thinking and learning styles and applying them to daily work tasks

Emotional Intelligence

  • The nature of emotions and their impact
  • The significance of understanding Emotional Quotient (EQ) compared to the traditional Intelligence Quotient (IQ)
  • Goleman’s five stages of Emotional Intelligence:
    • 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 advantages of establishing "True Rapport" in interpersonal relationships

Stakeholder Management

  • Strategies for satisfying stakeholder needs
  • Conducting stakeholder analysis for both internal and external groups

Navigating Change

  • Key principles of change (9 core concepts)
  • Emotional responses to change
  • Understanding resistance to change and identifying its potential benefits

Requirements

Target Audience

This course is designed for staff who require a comprehensive understanding of the key issues involved in communication and influencing, including:

  • Interactions with colleagues
  • Engagement with senior management
  • Management of internal and external customers and stakeholders
 14 Hours

Number of participants


Price per participant

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