Personal tools

Course Outline

Transactional Analysis -conducting Adult-to-Adult conversations Download Course Brochure
  • Building self-awareness in you and others
  • Creating workplace environments that nurture collaboration

Listening for Intent

  • Dialogue
  • Listening for intention
  • Candid conversations
  • Managing conflict effectively
  • 'Adult to Adult' communication
  • Timing and approach


  • Power and influence
  • Sources of influence
  • Understanding the 'Psychology of Persuasion'
  • Giving feedback

Above/Below the Line behaviour -how to stay present and focus on a solution

  • Understanding expectations
  • 'Above the Line' behaviour
  • Sphere of Control

Managing difficult people -developing strategies to managing uncooperative customers

  • Behavioural awareness and Emotional Intelligence (EI)
  • Understand how values and beliefs influence peoples' behaviour
  • Learn how your awareness of these influences can improve your ability to communicate effectively
  • Improve your self-knowledge, empathy and rapport through EI
  • Utilise your awareness of your own values, beliefs and behaviours when approaching challenging situations
  • How do I best handle this situation?
  • How to I best handle myself in this situation?
  • How do I best respect the other person/s?

Communication skills

  • Observe the role our thinking, body language and tone play in dealing with conflict
  • Practice the skills of listening and empathy
  • Appreciate what behaviour is/isn't acceptable and how to address each
  • Understanding conflict
  • Understanding how conflict arises
  • Addressing, acknowledging and resolving
  • Dialogue
  • Preparing for the emotional impact
  • Ensuring you take the person out, but leave the problem in

Conflict dissolution

  • Understand the nature of reaching a positive outcome
  • Become comfortable in dealing with opposing views
  • Develop strategies to manage your own emotions and actions
  • Apply theories and ideas to actual situations -and adapt to suit
  • How to diffuse emotionally charged scenarios
  • Use conflict to develop a stronger respect for others' strengths
  • Increase team cohesion -use conflict to develop stronger team spirit

Process improvement -the customer experience

  • Understanding the principles of process improvement and continuous improvement
  • Who is the customer? Internal and external
  • Measuring the customer experience
  • Considerations about reducing the cost of poor quality
  • Controlling causes to achieve the desired effect

Strategies for managing stress and compartmentalising difficult customer issues

  • Recognising stress within yourself and others
  • Understanding self -Self awareness and self reflection
  • Strategies to positively reduce your stress levels
Keep updated with the latest news and happenings  Follow us on Linkedin  Follow us on Twitter  Featured speaker presentations  Watch event highlights and exclusive interviews  Google+  Flickr-Informa Australia