Course Description:
This course trains and develops delegates to learn how to initiate and manage change. It will give participants an understanding of how they react to change and how to effectively communicate to support change initiatives.

Upon Completion Of This Course You Will:

• Understand the effect of change on your self-esteem
• Learn to adopt appropriate behaviours to your new role
• Look at the different styles of communication and their impact
• Understand the importance of active listening and questioning techniques
• Identify ways of creating positive rapport with others
• Know the factors necessary for successful negotiating
• Learn how to deal with conflict
• Learn how to respond to difficult and aggressive behaviour
• Look at the actions and responsibilities during a difficult situation

Programme Outline:

• Part One : Change and self-esteem
• Part Two : Communication styles
• Part Three : Effective communicators
• Part Four : Creating rapport
• Part Five : Influencing skills
• Part Six : Negotiating skills
• Part Seven : Responding to difficult and aggressive behaviour
• Part Eight : Action and responsibilities during an incident
• Part Nine : Learning to welcome change
  
  

Who Should Attend?

• Anyone whose job role includes communication
• Anyone changing roles where communication is one of the core skills used
• Anyone whose role could possibly include areas of conflict or difficulty
• Anyone who wishes to feel more confident about his or her ability to communicate and influence others

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