General Behaviour Skills Training

Communication and Behaviours

(Each session is 4 hours)

SESSION 1 Communication Skills

  • Defining and interpreting expectations
  • Modes of communication and technology – when to use
  • Impression formation – projecting confidence and credibility
  • Active listening techniques – demonstrating interest in others
  • Strategic questioning techniques – seeking information from staff
  • Demonstrating an understanding of your staff and colleagues
  • Giving clear information and explanations
  • Speaking clearly and fluently
  • Overcoming barriers to communication
  • The power of conversations
  • Using appropriate language
  • Reading body language and non-verbal communication
  • Communicating in a high tech environment


SESSION 2 Influencing Skills

  • The difference between influence, persuasion, power & manipulation
  • The behaviours and characteristics of effective influencers
  • Recognising sources of power – personal and positional
  • The law of reciprocation – what you give comes back to you
  • The impact of scarcity – people will seize opportunities that are rare
  • When to use authority – building knowledge and credibility
  • Creating commitment – aligning your requests with their priorities
  • Getting people to know you, like you and trust you
  • How to use consensus – capitalising on group influence
  • Planning your influence strategy
  • Targeting your communication to the recipient


SESSION 3 Negotiation Skills

  • Five pure Negotiating Styles – what is yours?
  • Balancing concern for outcomes with concern for relationships
  • The traditional negotiation process – what goes wrong and why?
  • The benefits of the Collaborative Negotiation process
  • The importance of preparation
  • Identifying needs and goals & defining critical points
  • Gathering information
  • Maintaining a positive attitude
  • The 5 stages of a collaborative negotiation
  • The rules regarding concessions
  • How to read body language and monitor nonverbal cues
  • Overcoming intimidation and emotional obstacles


SESSION 4 Building Confidence and Self-Esteem

  • How Self-esteem is developed and consolidated
  • Core self-esteem and peripheral self-esteem
  • Leaned optimism, pessimism and learned helplessness
  • Choosing attitudes to build self confidence
  • Attributional theory – recognising permanence and specificity
  • Leveraging successes
  • Managing mistakes and failure
  • Identifying the limiting beliefs that are holding you back
  • Generating positive feelings ad greater confidence
  • Six ways to build self confidence


SESSION 5 Building Assertiveness

  • Defining your strategies for asserting yourself at work
  • The Interpersonal Influence Inventory (III) – self assessment
  • Directness of communication vs. Consideration for others
  • Open Aggression, Concealed Aggression, Passiveness & Assertiveness
  • Building assertiveness: the ASERT process
  • Analysing the Situation – dealing with emotions and perceptions
  • Stating Your Position – script writing for future situations
  • Evaluating Nonverbal Behaviours – yours and theirs
  • Receiving Feedback – identifying your ‘triggers’
  • Testing For Understanding


SESSION 6 Presentation Skills

  • Types of presentations – product, technical, information, entertainment
  • Designing your presentation for maximum impact
  • How to prepare, rehearse and use notes
  • Integrating props, material and visual aids to enhance your message
  •  Understanding your audience – managing group dynamics
  • Selling your message – influencing your stakeholders
  • How to open/how to close powerfully
  •  The delivery – timing and pacing
  • Managing questions and challenging situations
  • Techniques for the psychological and physical control of nerves


SESSION 7 Business Writing

  • Preparing and planning your documents
  • Using appropriate language
  • Choosing the appropriate style and tone
  • Structure and layout
  •  Plain English writing – achieving clarity and brevity
  • Avoiding ambiguous grammar, punctuation and word choice
  • Punctuation, spelling and grammar
  •  Memos, letters, reports and emails – what are the differences?
  • Pitfalls to avoid
  • A checklist for editing your work
  • Guidelines for clear presentation of the report, proposal, or letter


SESSION 8 Time and Task Management

  • Organising yourself – evaluating your personal work habits
  • Planning ahead – day, week, month
  • Must, should and want to do lists
  • Using planning and scheduling tools such as Microsoft Outlook
  • Capitalising on your energy levels and prime times
  • Dealing with deadlines
  • Prioritising – distinguishing urgency from importance
  • Negotiating interruptions and managing others
  • How to say ‘no’ without damaging the relationship
  • Managing paperwork and emails
  • The importance of flexibility
  • Strategies for overcoming procrastination


SESSION 9 Unlocking Microsoft Outlook

  • 6 key principles of Microsoft Outlook
  •  Coping with email overload
  • Managing your Inbox
  • Quick steps for getting organised
  • Using drag and drop features
  • Formatting messages
  • Working with signatures and templates
  • Creating and organising tasks
  •  Mail merge using Outlook and Word
  • Working with multiple Calendars, Contacts, Folders & Groups
  • Uncovering additional features – note taking, journal, web browsing


SESSION 10 Work / Life Balance and Stress Management

  • Work related Stress – a worldwide epidemic
  • Deferred Happiness Syndrome – how does it affect you?
  • Signs and symptoms of on-going stress
  • Don’t wait for a crisis before doing something differently
  • Identifying your values
  • What are you prepared to give up
  • Financial savvy – how much is enough?
  • The seven steps to sanity
  • Change your behaviour, change your habits, change your life
  • Using your support network


SESSION 11 Effective Networking

  • What is networking? – dispelling the myths
  • Understanding the benefits
  • Changing your way of thinking
  • When and where to network?
  • Preparing and planning to get the best from your networking
  • Overcoming your fears and reluctance
  • Who to approach and what to say
  • Explaining what you do in a clear and interesting way
  • How to make important and exciting small talk
  • Discovering people’s needs and wants
  • How to deal with rude people
  • Making appropriate introductions
  • Best use of business cards
  • How to keep in touch


SESSION 12 Business Etiquette and Corporate Presence

  • The importance of image in a corporate environment
  • How to make a professional first impression
  • Blending your personal dress style with corporate expectations
  • Tips for your corporate wardrobe – do’s and don’ts
  • The power of credibility and reputation
  • Being your best in any professional situation
  • Social manners – inside and outside the office
  • Handshakes & eye contact – why are they important?
  • Making appropriate introductions – customer to colleague /customer to senior executive
  • Best use of business cards – presenting and receiving cards
  • Attending company events - minimising nervousness
  • Mixing business with alcohol


SESSION 13 Office Courtesy and Technical Protocol

  • Office manners & communication
  • The key elements of effective communication
  • Using appropriate language
  • Active listening
  • Giving clear information and explanations
  • Overcoming the barriers to communication
  • Understanding and interpreting body language
  • Communication via email – when to use and how
  • Proper & improper use of forwarding and CC’s
  • Mobile phone – do’s & don’ts
  • Meeting manners
  • Your influence on meeting effectiveness
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