Wherever two or more people come together, there is bound to be conflict. This course will give participants a seven-step conflict resolution process that they can use and modify to resolve conflict disputes of any size. Participants will also be provided with a set of skills in solution building and finding common ground.
In the Conflict Resolution workshop, participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organisation no matter what the size. If it is left unchecked or not resolved it can lead to lost production, absences, attrition, and even lawsuits.
Course Objectives:
- Understand what conflict and conflict resolution mean
- Understand all six phases of the conflict resolution process
- Understand the five main styles of conflict resolution
- Be able to adapt the process for all types of conflicts
- Be able to break out parts of the process and use those tools to prevent conflict
- Be able to use basic communication tools, such as the agreement frame and open questions
- Be able to use basic anger and stress management techniques
- Teacher: Anna Krynie
Introduction:
Each and every one of us serves customers, whether we realise it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their paychecks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.
The Customer Service course will look at all types of customers and how we can serve them better and improve ourselves in the process. Course participants will be provided with a strong skillset, including in-person and over-the-phone techniques, dealing with difficult customers, and generating return business.
Course Objectives:
- State what customer service means in relation to all your customers, both internal and external
- Recognise how your attitude affects customer service
- Identify your customers’ needs
- Use outstanding customer service to generate return business
- Build good will through in-person customer service
- Provide outstanding customer service over the phone
- Connect with customers through online tools
- Deal with difficult customers
- Teacher: Anna Krynie
Introduction:
Change is a constant. All around us, technologies, processes, people, ideas, and methods change, affecting the way we perform daily tasks and live our lives. Having a smooth transition when change occurs is important in any situation and, course participants will gain some valuable skills in this course.
The Change Management course will give any leader the tools to implement change more smoothly and to have those changes more easily accepted. This course will also offer course participants a clearer understanding of how change is implemented, as well as some tools for managing their reactions to change.
Course Objectives:
- List the steps necessary for preparing a change strategy and building support for the change
- Describe the WIFM – the individual motivators for change
- Use needed components to develop a change management and communications plan, and to list implementation strategies
- Employ strategies for gathering data, addressing concerns and issues, evaluating options and adapting a change direction
- Utilise methods for leading change project status meetings, celebrating a successful change implementation, and sharing the results and benefits
- Describe the four states of Appreciative Inquiry, its purposes, and sample uses in case studies
- Use strategies for aligning people with a change, appealing to emotions and facts
- Describe the importance of resiliency and flexibility in the context of change
- Teacher: Anna Krynie
Introduction:
You are in your office, looking over your performance report, and it happened again. Your low-performing employee failed to meet quota this month, even after you spoke with them about the importance of meeting goals. This employee has a great attitude, and you know they can do better. You just do not know how to motivate them to reach the goal. Money used to work, but that has worn off. You are baffled, and you know being frustrated makes matters worse. What do you do?
Coaching and Mentoring focus on how to better coach your employees to higher performance. Coaching is a process of relationship building and Goal setting. How well you coach is related directly to how well you are able to foster a great working relationship with your employees through understanding them, and strategic goal setting.
Course Objectives
- Define coaching, mentoring and the GROW model.
- Identify and set appropriate goals using the SMART technique of goal setting.
- Identify the steps necessary in defining the current state or reality of your employee’s situation.
- Identify the steps in developing a finalised plan, or wrapping it up and getting your employee motivated to accomplish those plans.
- Identify the benefits of building and fostering trust with your employee.
- Identify the steps in giving effective feedback while maintaining trust.
- Identify and overcome common obstacles.
- Identify when the coaching is at an end and transition your employee to other growth opportunities.
- Identify the difference between mentoring and coaching.
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- Teacher: Anna Krynie
