Experienced a burnout? Unable to cope, mounting workload, find yourself dragging to work, sidelined by others and felt like quitting. Adding to the woes, faced with nasty customers and equally difficult staff. We’ve all heard of this.
But is there good news? Absolutely. Whilst hurdles may appear in-surmountable there are time tested strategies, techniques and skill that that are learnable, to win at the work place and remain motivated undeterred by these daily challengers.
This course is designed to help staff to work effectively and enhance their ability to cope with various difficult behaviours from customers and colleagues.
Course Benefits
Upon completion of this workshop, participants will able to:
- Understand human behaviour
- Be inspired to manage people, interact and lead
- Understand your strength, weakness and limitations
- Apply winning strategies and proven techniques
- Manage criticism and feedbacks
- Apply emotional intelligence effectively
- Apply assertiveness, tact and sensitivity in dealing with internal and external customers
- Manage difficult staff and customers in a professional manner
- Managing stress
Course Outline
Our Customers
- Identifying your customers
- 21st century customers
- Seeing things from the customers perspective
- How customers have changed?
- Understanding customer needs and wants
Understanding People’s behaviour
- What drives people?
- Winning With People
- Motivational Theories
- Human characteristics: Activist, pragmatist, reflectors, theorists
Managing Self
- Reflecting upon
- Addressing blind spots
- Solicit feedbacks
Managing Others
- Meeting individual needs - self esteem
- How to manage differences?
- Addressing emotions before logic
- Giving positive strokes
- Understanding two works theory and how its applied
- Applying assertiveness
- How to enable people
Styles Of Communications
- Assertiveness
- Influencing others
- Negotiating techniques
- Managing criticism
Managing Change
- Managing change by being the change
- Adapting to change
- Dealing with resistance to change
- Predictive patterns of change
- Managing stress
Managing A Global & Culturally Diversified Workforce
- Understanding the implications of globalization
- Cultural awareness
- Exercising tact and sensitivity in a culturally diverse workplace
- Impact of cultural and social differences
Team Cohesiveness
- Finding a common ground
- Making "we", take centre stage
Managing Conflicts
- How can expectations be managed?
- Adopting a collaborative strategy
- Office Politics - Acids of the workplace
- Conflict Resolution
- Negotiate acceptable terms
Available Course Sessions
Please click here to stay updated on upcoming sessions.
Trainer Profile
Abraham Judah
All of our Associate Trainers offer our high level of service therefore are subject to regular peer assessments and interview prior to joining our Institute. They must all be qualified and have relevant experience to an agreed level and are subjected to continual audit and evaluation. Strict internal assessment is implemented as an integral part of our quality control mechanism.
