ADVANCED PEOPLE SKILLS
a two-day workshop
This workshop suggests how to work better with others through analyzing decision making styles, how to use creative techniques and conflict resolution skills. Evaluate your partnerships and personal effectiveness.
WHAT YOU'LL LEARN:
At the end of the training, you will be able to:
- Identify the different types of decision-making and the most effective use of each.
- Build trust as part of your partnership with customers.
- Identify how the styles interact and affect others.
- Practice using different types of decision-making techniques.
- Use conflict reduction techniques to find real solutions to productivity issues.
- Apply decision-making and conflict reduction techniques in a customer-service environment.
- Evaluate your partnership's effectiveness in terms of goals, roles and expectations.
- Use personal skills to facilitate communication.
WORKSHOP CONTENT
Unit 1: Decision making styles
- Decision making styles
- Identify your style using the FIRO-B inventory
- Identify how styles interact and affect others
Unit 2: Skills for decision-making
- Creative vs. systematic problem solving
- How to correctly identify/frame a problem solving statement
- Brainstorming
- Consensus simulation
Unit 3: Conflict resolution skills
- Feedback (how to tell others what you think)
- Assertive disagreements
- Handling power plays, impasses, passive resistance and manipulation
- Dealing with difficult behavior in others
Unit 4: Evaluate your partnership's effectiveness
- Your perception of goals, roles and expectations
- Understanding and blending different perceptions
- Project outcomes and perceptions
- Elements of trust and how to build on them
- Summary simulation activity using skills from units 1-3
Unit 5: Explore personal skills in a partnership setting
- Identify your personality style and its impact on the team
- How personality styles interact in a customer situation
- Partnership problem solving exercises
CEUs:
This workshop qualifies for .6 of continuing education units.
