We are in the business of building relationships! People are not necessarily difficult to deal with. They only seem difficult because we lack the skills of an appropriate communication style. It is imperative that we are equipped with the essential skills to handle different groups of people at the workplace.

You will learn the appropriate communication styles that will help avoid ineffective communication and improve relationships. Do not let negative experiences affect your willingness to try and get along with anyone and enhance your productivity at the workplace!

OBJECTIVES

• Interpret and use the EI competencies framework to develop personality when interacting with others.
• Manage self-talk and negative feelings towards a situation or person.
• Recognise ‘hot buttons’ and how it can affect you and others.
• Control and guide emotions when managing others to achieve productivity.
• Develop an optimistic mind-set.
• Recognize and respond to others’ feelings in an appropriate manner.
• Acquire tips in developing self-awareness, self-management, self-motivation, social awareness and relationship management skills.

OUTLINE

Emotional Intelligence

• Identify EQ levels (EI).
• Recognizing reasons why relationships fail.
• Understanding self-awareness.
• Self-management for peak performance. (Personal SWOT analysis).
• Empathy (social awareness).
• Social skills.

Relationship Building

• Using EI to interact positively with your colleagues and subordinates; and external customers.
• Identifying, discerning and escalating people’s needs.
• Maintaining on-going relationships.
• Reading people by identifying one’s perception, values and belief system.

Understanding People Communication Tendencies

• Personality development—nature or nurture?
• How to leverage on one’s strengths and work on weaknesses.
• Understanding the differences between behaviour and intentions.
• Managing and handling people dissatisfaction and complaints through brief DISC profiling sharing.

Creating Rapport

• Demonstrate different skills in building rapport and influencing healthy behaviour change such as asking effective questions, listening reflectively, giving and receiving feedback, and showing care and concern.
• Assess a person’s motivation for change and choose communication skills appropriate for that person’s readiness for action using the DISC profile tool.

Workplace Conflicts

• Diagnosing conflict by adopting the DISC team roles.
• The outcome relationship model to decipher the appropriate conflict management approach.

Personal Management

• Negative and positive emotions.
• Managing your negative emotions.
• Delayed gratification.
• The power of positive self-talk.
• Moving away from being pessimistic to optimistic.
• Applying the tools using client’s case studies for personal peak performance and eventual success.

Motivate Team Mates

• Understand six basic human needs.
• Identifying the common motivational styles used and the objectives behind the styles. (Cooperation, individualism, competition)
• Identifying the three approaches used with different perspectives. (Interest-based, rights-based, power-based).
• How to motivate team mates by being mindful of the delivery styles adopted. (Unemotional/rational, positive, negative)

Role-Play Preparation

• Trainer will debrief work-related scenarios in preparation for their role plays.

Action Plan

• Putting all the learning points together and sharing with participants how to develop an action plan for the future.

DURATION

2 Days

Introduction

Negotiation is something we engage in everyday, whether consciously or otherwise. Defined simply, it is a form of communication to help settle arguments or issues to satisfactory benefits. Yet negotiation is often one of the most neglected life skills that people tend to forget. Today’s corporate environment demands us to use negotiation with tact and diplomacy. Whether negotiation is used to close a sales pitch, resolve conflict, achieve persuasion, or simply to improve damaged relationships, it is a skill that will empower your working life positively.

This course is designed to help participants understand the importance of negotiation in their work. It will also harness specific negotiation techniques and apply them effectively in different situations to manage conflicts. Participants will also benefit from experiential active learning and understand the characteristics of well-executed negotiations in specific work scenarios.

OBJECTIVES

• Identify your personal negotiation style.
• Understand common mistakes made when negotiating.
• Learn how to deal with different types of negotiations.
• Recognize and exploit negotiating opportunities.
• Use negotiation tactics and strategies.
• Use negotiation as a conflict management tool.
• Learn how to read non-verbal behaviors when negotiating.
• Understand cross-cultural differences when negotiating.

OUTLINE

Getting What You Want

• The fundamentals of negotiation.
• Overcoming personal negotiation roadblocks.
• Negotiation stance inventory.
• Distributive and integrative negotiation.
• Why negotiate?
• Issues vs. objectives.
• Positional and interest-based negotiation.
• The four sins of negotiation.
• Fixed-pie perceptions.
• Preparing to negotiate.
• Understanding needs and perspectives.

Background to People Type

• Understanding needs and perspectives.
• What causes people to be difficult using the ice-berg model?
• Estimate people reading by paying attention to outward behaviour (what people say and do).
• Participants will identify their profile types and their reactions to situations under stress.
• Identifying customer types and difficult people using the DISC psychometric profile tool.

The Negotiating Environment

• Understanding needs and perspectives.
• Predict typical negotiating opportunities.
• Sharing and expanding the negotiation pie.
• Understanding risk propensity.
• Assessing the other party.
• Understand negotiation styles.

Conflict Management

• Identifying which five conflict management approaches are most suitable depending on the people relationship and the outcome. (Thomas-Kilmann)
• Diagnosing customer conflict.
• Using the fish bone diagram to analyse conflict causes and effects.

Negotiation Scenarios

• Positional negotiation versus interests negotiation
• Exploring options.
• The mixed-motive model.
• Knowing your BATNA.
• Dealing with aggressive opponents.

Negotiation Strategies

• Slicing the pie- Distributive negotiation.
• Expanding the pie- Integrative negotiation for a win-win.
• Strategies for a win-win outcome.
• Understanding cross-cultural differences when negotiating.
• Using non-verbal communication strategies.

Action Plan

Putting all the learning points together and sharing with participants how to develop an action plan for the future.

DURATION

2 Days

This workshop is designed to enhance your communication skills and empower you to build stronger, more positive relationships with your customers and stakeholders.

In today's competitive business environment, the ability to engage in meaningful and constructive conversations is more crucial than ever. As professionals, you are the vital link between your customers and the company. Your role in understanding and addressing customer (internal and external) needs, providing exceptional care, and exceeding expectations is key to achieving and maintaining a competitive advantage.

OBJECTIVES

• Apply different questioning techniques and how they will create impactful conversations.
• Adapt different styles of communication to ensure information is conveyed and understood well.
• Identify important components of interpersonal communication.
• Overcome communication barriers to build trust with teams.

OUTLINE

Good Communication Skills

• Highlights of emotional intelligence—Pillars of EQ.
• Importance of good communication skills as a life skill.
• Model of communication. (Sender=encode, receiver=decode and “Noise”)
• Ways on how we communicate and key communication senses.
• Barriers to communication skills. (Bias or prejudice; language differences or accents; noise; worry, fear, or anger; and lack of attention span).

I-Messages

• Using I-Messages (observation, feelings, need, request) to encode messages effectively.
• Describe reasons instead of assigning blame.
• Describe wishes and needs and thus create transparency and empathy.
• Leave the problem where it belongs.
• Do not hurt and do not provoke others when encoding messages.

Questioning Skills

• Purpose of questioning for the receiver to decode messages effectively.
• Funnel effect of asking questions.
• 7 open-ended questioning techniques. (Explorative, affective, reflective, probing, analytical, clarifying, create connections)
• Close-ended techniques.

Giving & Receiving Feedback in Difficult Conversations

• How to make the tone of communication work for you—Positive, negative and neutral tones.
• Focus on the solution instead of the problem.
• When sharing negative news, make a statement of fact instead of personalizing it. Avoid the word “you”.

Listening Skills

• Gaining trust with individuals using Mehrabian’s 3 V’s (verbal, vocal and visual=non-verbal cues) techniques.
• Listening skills and techniques—Body language (maintain eye contact; don't interrupt the speaker; sit still; nod your head; lean toward the speaker; repeat instructions and ask appropriate questions when the speaker has finished).

Understand Team Members

• Identifying colleagues through DISC profiling.
• What people really expect.
• What are the limitations and weaknesses of each type.
• How to customise communication through different personality types.

Role Play

• Trainer will debrief work-related scenarios in preparation for their role plays.

Action Plan

Putting all the learning points together and sharing with participants how to develop an action plan for the future.

DURATION

2 Days