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WORKSHOP OBJECTIVES
By the end of the workshop participants’ will be able to:
 Understand
their own behavioural traits and how it effects their working
relationships with clients
Identify
what actions need to be taken in order to improve working relations
with others
Use
techniques to effectively influence people to open up and share
information
Understand
the skills & behaviours required to gather, successfully, quality
information from clients
Understand
the dynamics of conflict and take actions to either avoid or minimise
its impact on the meeting
Use
techniques to effectively manage hostile or difficult people
Workshop Methodology
The workshop has been designed to maximise participant involvement. A
number of proven methodologies will be employed including:
Consultant
led input
Group/individual
based exercises
Practical
client role-play simulations using a video camera
Feedback
and Coaching
Workshop Content
DAY ONE
Introduction
Workshop
overview
Aims &
Objectives
Personal
objectives
Building & Maintaining Positive Interpersonal
Relationships
Interpersonal
skills
Verbal
communication skills
Non-verbal
communication skills
Johari
Window – Analysis of interpersonal relations with others
Gathering Information
The skills
of enquiry
Questioning
techniques
Developing
listening skills
Objectives,
control, focus
Practical
exercise – Developing questioning & listening skills
Influencing Skills
Influencing
styles
Behaviours
Influencing
process
Adopting
different approaches
Practical
Influencing exercise
Dealing with Difficult Situations
What makes
people hostile or difficult
Identifying
different people types
How best to
deal with different types
Model for
managing hostile & abusive people
Developing
strategies to manage conflict
Practical
exercise – dealing with difficult or hostile people
Review
& debrief of exercise
Summary & Close
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