Centre 4 Learning : Communications Courses


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Developing interpersonal skills
2 days

Programme outline
Learn how to approach people problems with increased confidence and enhanced understanding of the reasons for others' behaviour. Deal with conflict situations promptly without being sidetracked. Overcome negative or aggressive behaviour. Adopt a confident, professional and appropriate behaviour style when faced with difficult people or situations.

Programme content

Introduction and objectives

Overview
Setting the ground rules

Introducing communication
How people communicate
What is "behaviour"?
Behaviour breeds behaviour
Transactional Analysis
An introduction to Transactional Analysis
Identifying ego states
Recognising crossed transactions
Exercises
Interpersonal skills at work
Matching body language and message
Positive thinking - getting the inner dialogue right
Working with assertiveness
Staying in control of yourself
Techniques and tips
Dealing with situations rather than personalities
Practical exercises and role play
Recognising conflict
What makes people "difficult"?
Identifying personal conflict style
Dealing with conflict
Seeking positive outcomes
Practical exercises
Action session
What have I learnt?
What do I need to do differently?
Personal action and planning

Tel: +44 (0)208 385 7511
Email: shyrose@centre4learning.co.uk