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Course Outline

Module 1: Understanding Ourselves and Others

  • Exploring the drivers behind human behavior
  • Distinguishing between behaviors required for business roles and those that are unacceptable
  • Feedback: Gaining insight into how others perceive and interact with us

Module 2: Communication

  • Analyzing how we exchange information with others
  • Assessing the pros and cons of different communication media
  • Defining Effective Communication and learning how to achieve it
  • Applying personal thinking and learning styles to daily work activities

Module 3: Emotional Intelligence

  • The impact of emotions and their consequences
  • The critical role of understanding "EQ" (Emotional Quotient) alongside IQ
  • The five components of Goleman’s Emotional Intelligence model:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Module 4: Delegation

  • Defining the concept of Delegation
  • The key stages involved in the delegation process

Module 5: Transactional Analysis

  • Understanding the reasons behind our actions and reactions towards colleagues and customers
  • Techniques for building rapport with colleagues and customers
  • The benefits of "True Rapport" in fostering healthy interpersonal relationships

Module 6: Stakeholder Management

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

Module 7: Dealing with Change

  • The 9 key principles of change management
  • Navigating the emotional responses to change
  • Understanding resistance to change and recognizing its potential benefits

Module 8: Handling Conflict

  • Identifying the root causes of conflict
  • The phases of conflict handling:
    • Understanding the conflict
    • Recognizing the positions of yourself and the other party
    • Resolving the conflict
  • Kilmann’s Five Conflict-Handling Modes and their practical application
  • Bridging the Gap
 21 Hours

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