Difference
understanding yourself and others
Introduction : difference is good : perception and authenticity
Emotional intelligence and empathy : managing emotions in yourself and others
Know yourself and adapt to others : NLP, cognitive styles, personality, gender, generation and culture
Relationship styles and team roles
Adaptation : learning how to change
Why change is important but difficult : attitudes, habits, comfort zones
How to learn effectively : learning process and learning styles
Changing yourself and others ? the change process, goal setting, models of human behaviour, change management , reframing
Managing stress, mindfulness and building resilience
Communication fundamentals
Face-to-face communication
Non-verbal communication and telephone communication
Formal and informal communications, etiquette and storytelling
Public speaking and presenting
Written communication: emails, blogs and reports
Influence and persuasion
Relationship formation and conflict management
Relationship competencies and formation
Types of relationship
Why relationships go wrong
Creating rapport and trust
Conflict and dealing with difficult behaviour
Achieving win:win and negotiating styles
The negotiating process
Internal relationships
Adapting to workplace cultures and internal politics
Assertiveness
Bullies, control freaks and stubbornness
Buy in and consensus
Working as part of a team and finding a mentor
Team roles and how teams form
Managing teams, virtual teams and giving feedback
Developing and coaching people
Delegation and supervision
Motivation and leadership
External relationships & selling
Working with customers and clients : expectations and satisfaction management
Establishing new relationships : self-esteem and self-confidence, first impressions and personal power
Building your contact base : networking, targeting, messaging and social media selling
Selling yourself and your ideas : sales processes, decision making and cognitive bias
Selling skills: questions, active listening, persuasion, closing, objections and trusted adviser
First meetings
Pitching and tenders
Key account management
Generating recommendations and referrals.