Manage, coach and inspire your team to new levels of performance!
This seminar will give you the fundamental skills to succeed in your new leadership role. You will learn key concepts and practice using tools for communicating, leading change, coaching and inspiring that will enable you to build a high-performing team of engaged employees. And, you will walk away from this seminar with a powerful action plan to leverage your new skills and transform your management challenges.
- Identify the roles and responsibilities of a leader and your impact on others
- Gain awareness of your behavioural style and learn to recognize the styles of others
- Adapt your style to improve communications and relationships with others
- Support your employees through phases of transition and change
- Recognize what and when to delegate, to whom
- Deliver feedback that will re-direct behaviour and inspire employees
- Use performance management to motivate and engage your employees
How You Will Benefit
- Empower others by giving individuals clear goals and the autonomy to do their best work
- Maximize productivity through delegation and performance management
- Gain the confidence to provide employees with ongoing feedback and coaching
- Avoid common pitfalls for new supervisors and managers
Learn practical skills for dealing with challenging behaviour in the workplace and from clients.
The course ‘dealing with difficult people’ training course covers strategies and techniques to manage difficult people and behaviour, producing positive outcomes. Also available in truncated form, as a half-day course
The dealing with difficult people course gives delegates a valuable insight into why people behave in challenging ways. The training develops effective strategies and techniques to deal with difficult people and behaviour at work.
In addition, we also provide dealing with difficult customers training for people who experience difficult behaviour from their clients.
The aim of this training is to provide individuals with the skills and strategies to enable them to address difficult behaviour in the workplace. The course provides delegates with the opportunity to work on their own work situation, where they want to handle the bad behaviour more effectively. This enables them to leave the training equipped with some effective, practiced strategies for achieving a more successful outcome.
By the end of this one day training course, the participants will have:
- Considered the causes of challenging behaviour
- Recognised different behaviour types and how to deal with them
- Learnt techniques to deal with difficult or angry people
- Delivered feedback assertively
- Identified the best strategies for addressing a current difficult behaviour
Understanding behaviour and what makes behaviour difficult
- What is behaviour
- Current behavioural challenges
- What causes difficult behaviour
- Factors affecting our behaviour and how attitudes are formed
- Communication misunderstanding
- Presentation, small group exercise, facilitated group discussion
Building a toolkit for dealing with difficult behavior
- Introducing the ‘Difficult Behaviour’ Toolkit
- Current behaviour management strategies and techniques
- Facilitated group discussion
Different behaviour types and how to deal with them
- Appreciating the impact of the different styles of behaviour on each other
- Strategies for responding to different behaviour styles
- Resolving conflict in a constructive way
- Facilitator presentation, small group exercise, facilitated group review
Using assertive communication
- Steps to becoming more assertive
- Using assertive language
- Finding ways of saying ‘no’
- Importance and impact of our non-verbal language
- Facilitator demonstration, pairs exercise, Metaplanning exercise and facilitated group review
Handling and defusing conflict and emotions
- Our reactions to conflict and difficult behaviour
- Conflict styles questionnaire -Thomas Kiln Model
- Summary of conflict styles
- Defusing difficult emotions, particularly anger
- Individual questionnaire, presentation, pairs practice exercise, facilitation
Giving Constructive Feedback
- Importance of feedback
- Guiding principles for giving feedback
- Group exercise, presentation, pairs practice exercise
- Review of ‘Difficult Behaviour’ toolkit
- Selecting behaviour management strategies and techniques for participant’s own difficult situation
- Group review, small group practice sessions with feedback
Action planning and reflection
- Review of learning and action planning, course feedback
- Individual reflection and action planning exercise, facilitated group review
The dealing with difficult people training will be supported with:
- An optional participant pre-course questionnaire and/or pre-course reading on dealing with challenging behaviour effectively
- A colour printed workbook with behavioural management tips, techniques and space for personal notes
Performance Management translates to creating both competence and growth for employees. Effective Performance Management incorporates a series of on-going assessments, processes and activities that encourage growth and measure progress in attaining objectives.
This workshop will guide managers to monitor ongoing performance so as to incorporate effective developmental plans for employees. Managing performance comes with greater responsibility for the work output and progress of others. Understanding and applying the Performance Management Cycle is invaluable in maximising human resource potential in the organisation.
Removing the dread of the ‘Performance Review Circus’ by understanding the cooperative relationship between managers and subordinates will prove to be motivating and enlightening for both parties.
Management at all levels should to be able to coach and counsel towards desired outcomes in order to prevent formal disciplinary steps. This workshop will teach the coaching skills essential to perform this role.
This Performance Management training course is designed for those who manage the day-to-day performance of staff.
The Performance Management course equips delegates with the skills and techniques to ensure staff perform to the peak of their abilities.
Having completed this Performance Management course participants will be able to:
- Understand the aims of performance management.
- Identify acceptable standards of performance.
- Conduct effective reviews of performance
- Set SMART objectives.
Manage the performance of the 'star', the 'plodder', the 'peaked' and the 'poor' employee.
Performance Management means creating both competence and growth for employees. Effective Performance Management incorporates a series of on-going assessments, processes and activities that encourage growth and measure progress in attaining objectives.
Good Performance Management focuses on developing others. This workshop will help in assessing performance and making decisions to develop the performance of others. Managing performance comes with greater responsibility for the work output and progress of others. Following the process will help you grow the skill to evaluate others.
Identifying areas that require either correction of performance or development of skills is crucial to a productive workforce. Management at all levels need to be able to coach and counsel towards desired outcomes in order to prevent formal disciplinary steps.
WHAT THIS COURSE CAN DO FOR YOU
- To enhance leadership strengths by understanding performance management strategies
- Delivering honest, ongoing, ethical and fair reviews
- Solving typical performance management issues
- Knowing when to access HR support and tools
- Creating a personal development plan to help you grow your performance management skills
- Evaluate your performance management skills
Recognising guidelines for applying performance management strategies