Effective people skills

You'll learn

• Key people management principles and leadership behaviour.
• Effective communication, problem-solving and relationship-building skills.
• Tools to help you delegate and motivate.
• Techniques to help you manage people and improve performance.

You'll be able to

• Get better results from people.
• Build a productive, positive work environment.
• Be the best leader you can be.

Course outline

• Workplace relationships
• Relationship networks
• The silo mentality
• Your workplace relationships
• The management triad
• Effective relationships with your team
• Effective relationships with your manager
• Communication
• Communication 101
• The importance of effective communication
• Non-verbal communication
• Body language
• Voice
• Emotion
• Information gathering
• Listening
• Helping others
• Managing information
• Three factors
• Using information for improvement
• Team member performance
• Difficult situations
• Confronting team members
• Giving direction
• Under-performance
• Performance management systems
• The rule of 85/15
• Symptoms and causes
• Correcting performances issues
• How to address performance issues
• The seven step model
• Trust in the workplace
• Reward and recognition
• Showing your appreciation
• Conflict
• Origins of conflict
• Competition and co-operation
• Unproductive conflict
• Catalysts for conflict
• Causes of conflict
• Levels of conflict
• Avoiding conflict
• Management strategies
• Conflict mapping
• Stairway to success
• When the conflict comes to you
• When you go to the conflict
• Style considerations
• Assertiveness
• Emotional management
• Dealing with your emotional triggers
• Breaking your emotional cycle
• Your physical reaction
• Gaining control
• Choosing your behaviour
• Controlling your reactions
• Influencing others

AU$299