| For more info call 0208 559 8097 |  |
 |
 |
Category Archives: Soft Skills Training |
What is facilitation? When are facilitators needed? Group dynamics the cycle of group development dealing with group conflict dealing with individual behaviour group size and participation Meeting skills chairing meetings managing communications creating group participation verbal & non-verbal messages active listening feedback skills Facilitator skills rapport building establishing and retaining control tools & techniques
Triggers for difficult behaviour Identifying difficult behaviour / situations that affect you Recognising profiles of difficult behaviour / situations –transactional analysis Developing effective communication skills & behaviour Strategies for effective negotiation skills Techniques for influencing & persuasion skills Assertiveness techniques the art of saying no be clear, concise & direct self talk Feedback & evaluation
The importance of good relationships at work Essential skills in relationship building Become aware of how others perceive you (self reflecting) Understand the nature and courses of work based conflict Framework and skills for resolving conflict in others Framework and skills for mediating conflict between others AÂ practical approach to dealing with previously unresolved conflict Strategies for minimizing the risk of conflict Develop specific strategies for conflict resolution
Defining problems and problem employees Causes of disciplinary and performance problems Personal impact on discipline and performance Investigating and fact finding Documenting evidence Effective action plans Planning the disciplinary meetings Interviewing skills Essential follow up Keeping the employee on track
Develop specific strategies for conflict resolution Recognise classic profiles of difficult people and strategies for handling them Pre-empt challenging situations and avoid escalating them further Developing communication skills designed to improve your delivery of bad or unpleasant News Recognise personality types with which you may clash Develop assertive skills and behaviour Handle aggressive behaviour Deliver negative feedback to a colleague or subordinate Give positive feedback to calm, angry, upset, or unresponsive…
Overview of the Data Protection Act Issues that have arisen from D.P.A Why the Act was introduced Detailed look at the principles on which the Act is based The legal obligations faced under the Act for employers and employees How to notify the Information Commissioner The penalties for violating the Act Complying with the basic requirements of the Act Practical examples throughout Dependant upon who the client is – various…
What is customer excellence? Who are your customers? First impressions Recognise areas for self improvement The benefits of assertiveness Developing assertiveness using ‘I’ messages owning emotions constructive use of personal power handling difficult & demanding customers Developing assertiveness on the telephone terminating prolonged conversations handling difficult & demanding callers maintaining control of every conversation Complaint handling turning complaints into opportunities Providing excellent customer service plan every outgoing call follow through…
Finding the confidence to achieve Recognising your strengths What do people value about you? What do you like about yourself? What are you naturally good at? What have you achieved? Ways with words Better body language Posture power Learn a new body language Choose your role model Quick confidence boosters Communicating with confidence
Finding the confidence to achieve Recognising your strengths What do people value about you? What do you like about yourself? What are you naturally good at? What have you achieved? Logic vs emotion Owning your emotions De-personalisation Better body language Posture power Choose your role model Quick confidence boosters Communicating with confidence
What is facilitation? When are facilitators needed? Group dynamics the cycle of group development dealing with group conflict dealing with individual behaviour group size and participation Meeting skills chairing meetings managing communications creating group participation verbal & non-verbal messages active listening feedback skills Facilitator skills rapport building establishing and retaining control tools and techniques Role of the minute taker