1

Understanding Relationship Dynamics

• Understanding the Roles People Play.
• Seeing things from other perspectives.
• Recognising that all people are different.
• Active Listening and Responding.
• Tuning your non-verbal communication.
• Creating empathy.
• Effective questioning.
• Inspiring confidence among colleagues.
• Building a winning strategy based on cooperation.

2

Knowing yourself better to Communicate better

• Being aware of your strengths and development areas.
• Enhancing communication skills.
• Create your personal plan for success.

3

Dealing with Difficult People

• Defining a Difficult Person.
• Handling difficult people and situations.
• Dealing with difficult or tricky people: The Know-It-Alls, The Dictators, The Passives, The Complainers, The Yes People,
• Understanding how others think, their fears, why they do what they do.
• Body language to deal with specific kinds of difficult people.

4

Managing Conflict

• Sources of conflict.
• The Purpose of Conflict.
• Understanding the root causes of workplace conflict as well as your own mindset and communication style.
• Getting to the Heart of the Problem.
• What to do when someone criticizes you unfairly or threatens you.
• How to offer an aggressive person an alternative to direct conflict.
• Giving and receiving constructive feedback.
• Managing your emotions in stressful situations.
• Applying models and tools to manage conflict in different workplace settings.
• Conflict resolution strategies.
• Adapting your communication style.

5

Assertive Behaviour

• Assertiveness and how it differs from aggression and submission.
• Saying what you mean and structuring clear messages.
• Giving constructive criticism.
• The 7 key components for effective and assertive communication.
• How to express your opinions and thoughts and be direct without attacking or alienating others?
• Asking for what you want.
• Creating Win-Win scenarios: Achieving Resolution.
• How assertive are you?