Corporate Training

Do your people need better communication skills?

We can help. We create dynamic learning events, which build communication skills for the real world. We believe that great communicators show empathy, ask intelligent questions, use influential language patterns and solve problems collaboratively. That’s what we’ll teach YOUR team to do.

Our trainers are experts in applied psychology. We use interactive, experiential delivery methods, so your people gain practical skills. If you want death by PowerPoint, don’t book us. But if you want a dynamic, engaging program which accelerates success, contact us now.

Courses for Professionals

Difficult People Made Easy

pdf_difficult-people-made-easyNo matter where you work, you’re bound to come across difficult people from time to time. Discover how to respond professionally when other people resort to difficult behaviours. Use an assessment tool to work out what style of difficult behaviour you’re facing. Hear how to keep control of tough conversations. See a people skills expert demonstrate four techniques you can use to handle problem people.

Topics covered in this course

• Assessing what’s going on
• Four tools for staying in control
• Handling passive-aggressive behaviour
• Dealing with aggressive behaviour
• Strategy lab – finding solutions to real life problems

Book this session for your team | Download full course description

Tough Customers Made Easy

pdf_tough-customers-made-easyDo your customers sometimes behave in challenging ways? With the right approach, you CAN get them onside. Learn four steps you can use to impress customers, even when things go wrong. Discuss soothing phrases you can use to get upset customers on side. Talk through ways to be flexible, whilst also sticking to policy and procedure. See what you can do to communicate a ‘positive attitude’ even when your customers resort to challenging behaviours.

Topics covered in this course

• The psychology of awe-inspiring customer service
• How to stay calm under pressure
• What to say to when customers are upset
• Complaint management process
• Strategy lab – finding solutions to YOUR real life problems

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Psychology of Influence

pdf_psychology-of-influence-course-outlineFind out how YOUR words can change minds. Influence is the ability to guide someone’s thinking, decisions or actions. This course helps you power up your influencing skills. You can use influencing skills to shape others’ behaviour, shift the direction of a conversation or get your point across easily. Learn to engage, motivate and persuade in this interactive one day program.

• What is influence?
• Theory and practice of influential communication
• Nonverbal sources of influence
• Words that influence
• Persuading groups

Book this session for your team | Download full course description

FAST Ways to Resolve Conflict

pdf_resolve-conflictConflict will emerge in every workplace at some point. But this doesn’t mean disagreements have to create problems. Hear how to tune into what’s really wrong when conflict sparks. See how to recognise everyone’s needs and concerns. Learn to use the problem solving tools that expert negotiators use to reach consensus. And explore ways to manage emotions – both your own and those of others – during high stakes conversations.

Topics covered in this course

• The FAST model of conflict management
• Focussing on issues, not behaviours
• Addressing needs and concerns
• Talking through your options for action
• Handling difficult emotions and behaviours

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Crunch Point Conversations

pdf_crunch-pointCrunch point conversations focus on sensitive issues or areas of disagreement. They are the topics people often hesitate to bring up. Learn why you should raise these issues and how to do it assertively. Watch demonstrations of techniques you can use to draw out others’ perspectives on an issue. Try out the ‘flameproof language’ techniques you can use to express yourself without sparking conflict.

Topics covered in this course

• What are ‘crunch point’ conversations?
• Key steps for handling touchy issues at work
• Raising problems or concerns constructively
• Enquiring about others’ viewpoints
• Describing your own perspective
• Designing solutions to problems

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Building Positive Work Relationships

pdf_work-relationshipAround 75% of your professional success depends on your social skills. This is why YOU need great relationship management skills. Discuss ways you can get on with others even when you experience a ‘personality clash.’ Learn to communicate honestly, positively and appropriately – even when the going gets tough and conflict sparks.

Topics covered in this course

• Keys to successful relationship management
• Relationship mapping skills
• Key communication skills
• Handling conflict constructively

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Negotiation skills for professionals

pdf_negotiation-skillsStrengthening your negotiation skills can help you drive business success, improve client relationships and find positive solutions to team problems. Hear how four simple principles can be used in everyday negotiation situations. Learn to plan a negotiation strategy, choose the right words at different phases of negotiation, build options collaboratively and respond to ‘dirty tactics.’

• Introduction to negotiation
• Choosing your approach
• Planning your negotiation
• Framing your negotiation
• Exploring needs and concerns
• Creating win/win options

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Beating Workplace Bullying

pdf_beating-workplace-bullyingNo-one deserves the physical and psychological abuse bullying involves. You have the right to work in an environment which is physically and mentally ‘safe.’ You also have a responsibility to manage the impact of your own behaviour on your colleagues. In this course you’ll find out what you’re expected to do – as a staff member- to keep your workplace safe and bully-free. You’ll also hear how to recognise, prevent and deal with bullying at work.

Topics covered in this course

• What is – and isn’t – workplace bullying?
• Knowing your rights and responsibilities
• What to do if you see bullying happening

Book this session for your team | Download full course description

Courses for Managers

Crunch Point Conversations for Managers

pdf_crunch-point-managerDo you dread the ‘people management’ side of your role? Learning how to handle crunch point conversations will make life easier. Crunch point conversations are discussions that focus on critical situations: managing under performance, resolving personality clashes or telling colleagues you disagree with them. Learn to handle all these challenging situations – and more – in a professional manner.

• What are ‘crunch point’ conversations?
• Steps for managing crunch point discussions
• Raising issues constructively
• Enquiring about staff members’ viewpoints
• Setting boundaries and limits
• Designing solutions to problems

Book this session for your team | Download full course description

Mediation Skills for Managers

pdf_meditation-skillsSorting out conflict is one of the most challenging parts of managing teams. After this workshop, you’ll know how to meet that challenge. Learn what mediation is. Use a five step process for running a mediation session. Set up a ‘safe’ environment for sharing perspectives. Set ground rules for tough conversations. Know how to keep discussion constructive and handle emotional outbursts when mediating staff conflicts.

Topics covered in this course

• What is mediation?
• Your role as mediator
• Planning and structuring a mediation
• Helping people focus on issues
• Drawing out needs and concerns
• Guiding the solution building process

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Change and Conflict: Keeping Things Positive

pdf_keeping-things-positiveDid you know only 30% of your team are mentally wired to embrace change? That leaves 70% of them inclined to avoid or resist it. As a manager, you need to help your people thrive during times of change. Hear how to handle objections to change professionally. See how to create an inspiring, positive message about change. Try out problem solving tools you can teach to members of your team – so they can sort out issues during change implementations.

Topics covered in this course

• Why change and conflict go together
• Influencing people to respond positively to change
• How to word your change announcement
• Managing needs and concerns
• Negotiating change boundaries
• Solving problems collaboratively

Book this session for your team | Download full course description

Psychology of Influence

pdf_psychology-of-influence-course-outlineFind out how YOUR words can change minds. Influence is the ability to guide someone’s thinking, decisions or actions. This course helps you power up your influencing skills. You can use influencing skills to shape others’ behaviour, shift the direction of a conversation or get your point across easily. Learn to engage, motivate and persuade in this interactive one day program.

• What is influence?
• Theory and practice of influential communication
• Nonverbal sources of influence
• Words that influence
• Persuading groups

Book this session for your team | Download full course description

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