› Appropriate assertiveness
This helps develop your ability to communicate assertively in which you respectfully, sincerely and constructively express your thoughts, desires and concerns in the face of a potential conflict or stressful situation.
› Crisis Management
This provides you with methods that are universal and applicable to different kinds of crises.
› Team communication
This deals with the importance of effective team communication, the barriers to team communication, and the key behaviours that can help you overcome those barriers.
› Giving clear instructions
This takes you through the importance of giving clear instructions as well as the three key actions for doing it in a proper and effective way.
› Encouraging crew to speak up
This talks about the consequences of silence, the barriers for speaking up, and how to break the silence using two different and useful tools.
› Objection management
This is about how you can manage objection – why it is important to handle it right as well as the techniques and best practices for handling it to achieve a positive outcome.
› Appreciative feedback
This discusses the concept of appreciation, its importance in reinforcing workplace safety, and some ways to formulate and give appreciative feedback.
› Corrective feedback
This deals with the importance of giving corrective feedback and the ways of doing it right.
› Conflict management
This helps you look at conflict in a positive way, identify the different types of conflict, and handle them the right way.
› Active Listening
This introduces active listening: why it is important and what its difference from just ‘hearing’. It also covers the verbal and non-verbal responses that convey active listening..
› Questioning techniques
This guides you in asking the right questions in order for you to gather relevant information, gain deeper insight, and know the truth behind what others tell you.
» Best practice in communication 1: Establishing good relations
» Best practice in communication 2: Sharing the message effectively
» Best practice in communication 3: Interventions and performance
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