Course Details
Course Outline
5 days course
Understanding Human Psychology and its Impact on Change Management
- What is Human Psychology?
- Tip of the Iceberg Concept
- Understanding Yourself
- Developing Self-awareness, Trust and Communication
- How Attitudes are formed?
- Motivation at the Workplace and What Drives People to be Motivated
- The Key Drivers of Change
- The Need for Change Management
Putting Conflict into Perspective
- Reasons why conflicts develop
- A personal view of conflict and conflict resolution
- Emotions involved in a conflict situation
- Identifying and addressing factors which escalate conflict
Exploring Diversity when Dealing with Internal and External Customers
- Exploring cultural differences in our diverse society
- Addressing barriers to diversity
- ‘Mental Models’
- Prejudice
- Stereotypes
- Discrimination
Developing the Core Skills Needed to Successfully Prevent and Resolve Conflict
- Communicating effectively as a means of preventing and managing conflict
- Active listening
- Adapting to individual Personality Types as a conflict resolution skill
- Applying assertiveness skills to resolve conflict
Personal and Organisational Conflict Resolution Skills
- Examining a personal conflict situation
- Applying conflict resolution skills to a personal conflict situation
- Identifying preferred conflict handling styles
- Conflict solving options (and when to use them)
- Additional strategies for reducing specific conflict
Dealing with Customer Complaints
- Basic principles for handling the irate customer
