I would say the workshops I run are more ‘group coaching’ than straight skills transfer training and this is the area in which my training style will remain. The sorts of areas I like to cover are:
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More information on our workshops:
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More Information on Workshops We Run
Influential Language
Words represent our experiences, using a client’s language means you are accepting their experience as real this heightens the feeling of being understood.
Generally speak up, we don’t sound confident and in control if we speak too quietly.
Learning Objectives:
- Identify your positive beliefs about both your job role and your clients
- Access your resourceful state to take/make calls
- Utilise positive language when dealing with your clients
- Utilise influential words and phrases in common client situations
- Use the tone/pace/volume of your voice to communicate more effectively
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Communication
Effective communication skills are highly valuable. They enrich our personal and social lives. In business it’s a matter of life and death.
Learning Objectives:
- Building rapport
- Albert Mehrabian’s Communication Model
- To understand different areas of communication
- To be aware of match – pace – lead and how to use
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Customer Service
Achieving consistently high customer satisfaction levels is a challenge for any organisation, particularly given the business realities of pressure from competitors and ever-rising customer expectations. Behind the scenes, this objective can be supported by a range of tools enabling customer needs to remain centre stage at all times.
Learning Objectives:
- How to build rapport
- Resourceful State
- Forming Positive Beliefs
- Customer Service Interaction
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Languages of Appreciation
There are five languages of appreciation as researched over a 30 year period by Dr Gary Chapman. Learning your own primary language and that of others and learning to speak these languages ‘fluently’ will greatly impact on your relationships, in much the same way as communicating in a person’s mother tongue. When we feel appreciated our confidence and self esteem increases.
Learning Objectives:
- Learn why we need to communicate our appreciation in the language of the recipient and not our own language of appreciation.
- Discover your own primary language of appreciation
- Discuss ways to use this knowledge within the workplace
- With whom would you begin in your workplace?
- Questions you might ask to discover your team’s l languages of appreciation
- If you can already guess their language of appreciation what can you commit to doing this week to really demonstrate your appreciation? Consider appropriate ways to demonstrate each of the languages of appreciation in the workplace.
- Is there a relationship, client or colleague that you are finding challenging, what steps could you take to achieve success in this relationship?
- Consider the value of creating a culture of appreciation and value within your organisation that is carried through to your customers and suppliers
- Discuss as a whole group how this new learning can impact on other areas/relationships in your life
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Languages of Apology
Another powerful language to learn in business is the “Language of the Apology”.Research indicates that many professions are becoming more apology conscious in recent years – among them the medical profession. Applying the “languages of apology” could reduce these costs and positively influence the relational atmosphere in the workplace.
Learning Objectives:
- Learn why we need to communicate our appreciation in the language of the recipient and not our own apology language
- Discover your own primary apology language
- Discuss ways to use this knowledge within the workplace
- With whom would you begin in your workplace?
- Questions you might ask to discover your team’s apology languages
- If you can already guess their apology language what can you commit to doing this week to really demonstrate this? Consider appropriate ways to demonstrate each of the languages of apology in the workplace.
- Is there a relationship, client or colleague that you are finding challenging, what steps could you take to use the language of apology to achieve success in this relationship?
- Learn the 5 languages of an apology and what constitutes an ‘apology’ to you personally
- Consider how to apply the language of apology to your current policy to deal with irate/unhappy customers
- Form a simple plan to implement the language of apology in your organisation to positively influence the relational atmosphere
- Discuss as a whole group how this new learning can impact on other areas/relationships in your life
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Thinking Styles
We all have our own preferred style of thinking and by learning what it is will enable us to communicate better with others.This workshop explores the various styles and how best to utilise these to get the most from your team.
Learning Objectives:
- Discover the different thinking styles
- Find out which is your preferred thinking style
- How best to accomodate the different thinking styles in your working life
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Focusing on Desired Behaviour
Learning Objectives:
- Accentuate the Positive
- Understand all good performance starts with clear goals.
- How to deliver appraisals
- Ownership of goals - SMART
- The GROW Model
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Giving and Receiving Feedback Effectively
Effective feedback can be heard by the receiver without the receiver becoming defensive. It keeps the relationship healthy, open and intact and Validates the feedback process for future interactions.
Learning Objectives:
- Giving difficult (potentially negative) feedback
- Behaviours to avoid
- Positive behaviours
- Criteria for effective feedback
- Listening exercise
- Feedback techniques - maintaining WOW!
- Managing differences and conflicts
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