By the end of the course, delegates will be able to: Appreciate the need to manage their own behaviour before they can influence others’ behaviour Understand the strengths and weaknesses of the various communications media available Manage their internal and external customers and stakeholders
DurationBy the end of the courable to:se, delegates will be
Appreciate the need to manage their own behaviour before they can influence others’ behaviour
Understand the strengths and weaknesses of the various communications media available
Manage their internal and external customers and stakeholders
Format of the course
The course will be a highly-interactive combination of:
Facilitated Discussions
Slide Presentations
Exercises and
Case Studies
Course Outline
Understanding Ourselves and Others
What makes us behave the way we do?
How can we understand which parts of this behaviour is acceptable – is required by our role in the business – and which parts are not acceptable?
Feedback: how do others see and relate to us?
Communication
How do we communicate with others?
What are the advantages / disadvantages of the various communications media?
What do we mean by Effective Communication and how do we achieve it?
Our respective thinking and learning styles and how they can be applied to our day-to-day work
Emotional Intelligence
Emotions and their consequences
The importance of understanding our “EQ” (as opposed to the more-standard IQ)
The five stages of Goleman’s Emotional Intelligence model:
Self-Awareness
Self-Management
Motivation
Empathy
Social Skills
Transactional Analysis
Why do we act / react in a certain way to colleagues and customers?
How can we build rapport with colleagues and customers?
What are the benefits of “True Rapport” in our inter-personal relationships?
Stakeholder Management
Satisfying Stakeholders
Stakeholder Analysis: internal and external stakeholders
Dealing with Change
The 9 key change principles
The emotional reactions to change
Resistance to change – and the benefits of resistance
NobleProg is an international training and consulting group, delivering high-quality courses to every sector, covering artificial intelligence, IT, Management, Applied Statistics.
Over the last 18 years, we have trained more than 50000 people from over 6000 companies and organizations.
Our courses include classroom (both public and closed) and instructor-led online giving you choice and flexibility to suit your time, budget and level of expertise.
We practice what we preach; we use a great deal of the technologies and methods that we teach, and continuously upgrade and improve our courses, keeping up to date with all the latest developments.
Our trainers are hand picked and have been through rigorous checks and interviews, and all courses are evaluated by delegates ensuring continuous feedback and improvement.
"Our mission is to provide comprehensive training and consultancy solutions all over the world, in an effective, tailored to consumers’ needs, and accessible way. We aim at full optimization of training organization process in order to make it quick and easy for each of the involved parties. "
NobleProg, established in 2005 in Krakow, Poland gradually expanded its operations to other global markets. In just two years, the first foreign branch was opened in London.
The overwhelming potential of NobleProg combined with the rising need for self-development programs, especially in the field of technological skills, prompt the company to change the business model into a franchise.
By doing so, in a short period, the company gathered several groups of people passionate about education and new technologies to join the NobleProg Team. With each year, the territorial reach of NobleProg was further expanding and we now have offices on every continent.
NobleProg was further expanding — in the present day, the brand connects 6 branches in Poland solely, and just as many spread on every continent, making NobleProg a provider of the highest quality training to any place in the world.
This course covers exactly how to handle these scenarios tactfully, in a way that encourages good relationships and ensures a satisfied guest experience, to keep them coming back to your organization.
This seminar provides an opportunity for the student to apply the techniques and processes for developing a career path and to learn lifetime tools and skills
After completion of this full day workshop, participants will get the opportunity to book a 1-on-1 follow up session with a facilitator to receive individualized feedback.
In a global economy, effective writing and communication skills are an essential element in developing a successful business.
Bring your CV and join your peers for a CV writing session.
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