Course Overview:

A company’s most vital asset is its employees. Without them, we would not exist in business. When you satisfy your employee’s needs, they not only help your organisation grow by continuing to do keep and grow business for you, but they are more likely to recommend you to friends and associates. Organisations that demonstrate a consistent employee wellness strategy, are committed to investing in a high-performance workforce and employee-focused systems enable extraordinary service delivery and enhanced customer relationships. This interactive programme examines in depth how to build lasting rapport with your employees, uncovering their needs to build employee engagement.

Course Objectives:

• Reinforce employee retention by creating a Win-Win Relationship
• Upgrade reputation status by raising internal service standards
• Connect the growing needs of employees with good internal processes

Who Should Attend?

• Senior Executives
• Assistant Managers
• Managers
• All those who manage teams small or large

Course Prerequisites

There are no prerequisites for this course.

Course Content:

Module 1: Causes of conflict and how to manage them
• The causes of conflict –recognise and pre-empt them
• The assertive leader – managing situations confidently
• Strategies for managing the difficult conversation
• Using the ACAS model and the ACAS template
• Understand and use the three step conflict resolution model

Module 2: Communication
• Constructive Feedback what is it?
• Deliver constructive feedback that brings about positive behavior change.
• Listening the most important skill of them all
• Questioning Correctly

Module 3: Profiles and behaviour
• Analysing your conflict resolution profile and behavioural style
• Recognising classic profiles of difficult people and how to manage them
• 7 principles of difficult conversations
• Deciding when to take the most appropriate action
• Role-play – ‘Managing the difficult conversation’

Module 4: Essential Strategies for Dealing with Difficult Employees
• Six specific steps to turn difficult relationships into positive ones
• Five strategies for bringing out the best in difficult employees.
• How to build positive bridges with all people.
• Having respectful and direct conversations with difficult employees.
• Ways to respond to and help difficult employees.

Module 5: Performance Issues
• Managing poor performance issues
• Tackling attitude and behaviour issues
• Communicating with unresponsive individuals
• Handling hostile and aggressive situations
• Role-play – ‘Dealing with the aggressive employee’

Module 6: Coaching for Performance
• Coaching employees back in to performance using the GROW Model
• SMART GOALS for corrective action
• Role Playing using triads and the coaching models

Module 7: All about you
• How each of us falls into one of four major behavioral type: Controller, Analyzer, Supporter, or Promoter.
• Create a positive workplace
• Engaging your employees