| Course: | Dealing with Difficult People | |||
| Duration: | 2 Days - Max 12 delegates | |||
| Facilitators: | - | |||
| Role-play Actors: | 2 Corporate Role-play actors on both days |
Communication is an interactive process – It involves at least two people. Each person is trying to get his or her message across to the other/s to ensure a joint understanding. Too often the communication process breaks down. In order to communicate effectively we must learn to listen effectively and that can be difficult, particularly when we have something important to say. But if we don’t listen we are unlikely to take our audience/network (whether one person or one thousand) with us.
This course allows delegates to practise different techniques using professional actors in bespoke role-plays as well as sketches and scenarios showing typical situations
Benefits to you
– Identify your personal style and working with your style
– Developing an understanding of what motivates you and the impact that has on others
– Increasing you self-confidence in your ability to achieve
– Developing better business and personal relationships
– Managing, motivating and leading your team more effectively with improved interpersonal skills
Who should attend?
– If you wish to improve your interpersonal skills, maximise your potential and get more from the people you work with internally and externally you should attend this course.
Content to include
– “How effective a communicator are you?” (Self Assessment)
– Building Positive Relationships
– Setting & Communicating Management Goals
– Handling Difficult Situations:
– Neutralising Mean Manipulators
– Avoiding Negative Dampeners
– Giving/Receiving Praise
– Giving/Receiving Feedback
– Giving/Receiving Criticism
– Assertive Communication
– Communicating upwards, downwards and sideways
– (Management-Team Leaders-Shop floor)
– Micro-management communicating
– Succession Planning – establishing strengths, weaknesses and ‘capability’
– Communicating areas for improvement:
– The BOFF Model
– Networking
– Team Building
– Rapport Building
– Leadership
– Influencing Skills
– Body Language
– Questioning & Listening Skills
– ECT Model
– GROW Model
– Focused vs. Internal Listening
– Mulligan’s Triangle
– Johari’s Window
– Spelling
– Grammar
– Tone
– Style
– Meetings
– Active vs. Passive Language
– Para linguistics (Emotive & Literal)
– Plain Language
– Creating/Sending a message
– Creating Verbal Pictures
– Putting Personality into Writing
– Creative Communication
– Conversational and Colloquial
– Language Layers: Formal to Slang, Assertiveness, DWDP
– Beginnings, Middles & Endings
– Positive Language
– Brevity
– Logical progressions
– Persuasion
– Verbosity
– Using silence
– Tautology
– Making Impact
– Projection
– Breath Control
– Projection
– Enunciation
– Modulation
– Pitch, Pace, Pause
– Fax
– Letter
– Report
– Presentation
– Mobile
– F2F
– Focused Listening
– Questioning Technique (O/C/L/R/Com/H…)
– Linear Probing
– Summarising
– Clarification
– Championing
– Challenging