People and Team Management

Audience

Staff who need to be fully aware of the issues surrounding People and Team Management for:

• Themselves
• Their colleagues (peers)
• Their bosses
• Their team members
• Their internal and external customers and stakeholders

Format of the course

The course will be a highly-interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Exercises and
• Case Studies

By the end of the course, delegates will be able to:

• Appreciate the need to manage their own behaviour before they can influence others’ behaviour
• Understand the strengths and weaknesses of the various communications media available
• Appreciate how to manage, motivate and develop their team members
• Manage their internal and external customers and stakeholders
• Explain how to deal with the difficult situations they may encounter in the office

Understanding Ourselves and Others

• What makes us behave the way we do?
• How can we understand which parts of this behaviour is acceptable – is required by our role in the business – and which parts are not acceptable?
• Feedback: how do others see and relate to us?

Communication

• How do we communicate with others?
• What are the advantages / disadvantages of the various communications media?
• What do we mean by Effective Communication and how do we achieve it?
• Our respective thinking and learning styles and how they can be applied to our day-to-day work

Management v Leadership

• What is Management? What is Leadership?
• What is the difference between Management and Leadership?
• Analysing Leadership Behaviour
• Analysing the difference Management Styles – and understand when to use them
• The importance of Communication – including:
  • Verbal Communication
  • Vocal Communication
  • Visual Communication

Emotional Intelligence

• Emotions and their consequences
• The importance of understanding our “EQ” (as opposed to the more-standard IQ)
• The five stages of Goleman’s Emotional Intelligence model:
  • Self-Awareness
  • Self-Management
  • Motivation
  • Empathy
  • Social Skills

Transactional Analysis

• Why do we act / react in a certain way to colleagues and customers?
• How can we build rapport with colleagues and customers?
• What are the benefits of “True Rapport” in our inter-personal relationships?

Building a Successful Team

• What is a Team?
• The stages of Team Development

Goal and Objective Setting

• Goal Setting – for the company
• Objective Setting – for the staff
• Drafting and Aligning Objectives
• Performance Management

Stakeholder Management

• People and the Service-Profit Chain
• Satisfying Stakeholders
• Stakeholder Analysis: internal and external stakeholders

Delegation

• What is Delegation?
• The Stages of Delegation

Coaching

• What is Coaching?
• Using the G R O W model for effective coaching

Handling Conflict

• What causes conflict?
• The Phases of Conflict Handling
  • Understanding the Conflict
  • Understanding your / the other person’s position in the conflict
  • Resolving the Conflict
• Kilmann’s Five Conflict-Handling Modes – and how to apply them:
  • Competing
  • Collaborating
  • Compromising
  • Avoiding
  • Accommodating
• Bridging the Gap