Overview

The day also examines a variety of situations in which a manager will need to confront issues and how to do so effectively.

In difficult situations, managers will learn how to manage conflict to positive win: win outcomes.

Objectives

• For each delegate to understand the difference between passive, aggressive and assertive behaviour.
• For each delegate to understand how to lead with assertiveness.
• For each delegate to understand how decisions are made and how to persuade team members effectively.
• For delegates to understand the need to assertively confront issues with key communication skills.
• For delegates to develop their emotional awareness in order to effectively empathise with their teams.
• For delegates to find the balance of effectively managing relationships whilst achieving their goals.
• For each delegate to understand the key steps involved in dealing with situations of conflict.

Contents

• Introduction
• Communication styles.
• Understanding passive, aggressive and assertive behaviour
• Understanding British communication
• Psychology of communication
• Key communication skills
• Influencing with empathy and emotional awareness
• Gaining confidence and self-control techniques for holding emotions at bay
• Managing confrontation, stating your opinion, giving negative feedback and saying no
• Managing conflict and difficult situations
• Understanding and managing emotional reactions
• Action plan and summary