課程大綱： People and Team Management培訓(xùn)
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
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