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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


Influencing

  • 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
    -Anger
    -Resentment
    -Apathy
    -Hysteria
    -Depression
  • 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
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