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 Duration 14 hours

Course Outline

Understanding Ourselves and Others

  • Exploring the drivers behind our behaviors
  • Distinguishing between behaviors that are acceptable or required by our business roles and those that are not
  • Gaining insight into how others perceive and interact with us through feedback

Communication

  • Examining our communication methods
  • Weighing the pros and cons of different communication media
  • Defining effective communication and strategies to achieve it
  • Applying individual thinking and learning styles to daily work tasks

Emotional Intelligence

  • The impact of emotions and their consequences
  • The significance of Emotional Intelligence (EQ) compared to IQ
  • Goleman’s five pillars of Emotional Intelligence:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Analyzing our reactions to colleagues and customers
  • Techniques for building rapport with peers and clients
  • The advantages of establishing genuine rapport in interpersonal relationships

Stakeholder Management

  • Strategies for satisfying stakeholder needs
  • Analyzing internal and external stakeholders

Managing Change

  • The nine key principles of change
  • Understanding emotional responses to change
  • Navigating resistance to change and leveraging its potential benefits

Requirements

Target Audience

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

  • Colleagues
  • Supervisors
  • Internal and external customers and stakeholders

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