Social competences
How do we help you reach your goals and overcome your obstacles?
The role of the leader, tasks, styles and tools of leadership
- Manager – expectations and competences
- How to build the image and credibility of a leader
- Responsibilities of the manager
- Key tasks and activities of the manager
- Recognizing one’s own strengths and limitations in leadership
Situational management
- Leadership styles
- The diversity of colleagues requires changes in management
- Situational management
- Influence, power and building credibility
- Independence and commitment of colleagues
The role of the leader, tasks, styles and tools of leadership
- Manager – expectations and competences
- How to build the image and credibility of a leader
- Responsibilities of the manager
- Key tasks and activities of the manager
- Recognizing one’s own strengths and limitations in leadership
The importance and role of managers in internal communication
- The role and importance of effective internal communication for achieving goals
- Transfer of information between departments, up and down
- What employees need to know and what it means to them
- Consistency of communications and their relevance, matching with the requirements of the time
- Internal communication tools and channels
- Personal communication is irreplaceable
Strategies of (compassionate) communication
- Predictions of the communication situation (understanding the diversity and dimensions of the user’s personality)
- The importance of good contact
- The relationship to the user and the role of the transference
- Empathy, sympathy and compassion
- Compassionate conversation with difficult users and self-regulation of one’s own feelings
Effectively sending understandable messages and receiving feedback
- Your errors in sending and receiving information
- The importance of effective feedback
- Difference between one-way and two-way communication
- The importance of empathizing with the interlocutor’s way of thinking
- How to talk without eye contact
- The importance of non-verbal communication
Aggressive behaviors - how we recognize them, prevent them and how we act when they become a reality
- “Customer/business partner experience” as the basis of different behaviors
- • Aggression (p)remains part of reality
- Examples of aggressive behavior – unpleasant situations
- Behaviors in situations that could or have already escalated into violent behavior
- *live scenarios – the possibility of preparing scenarios based on real experiences of the client
Emotional intelligence in the workplace
- Controlling, controlling oneself and others in the function of leadership
- The importance of being aware of the feelings, needs and concerns of others
- Skills to encourage desired responses from managers
- Managing the emotions of others; influencing, communicating, conflict management, inspiring, directing
- Tactics of persuasion
Effective conflict management
- Definition of conflicts
- Types and causes of conflict situations
- Frustration and conflict
- Conflicts in the work situation
- Strategies and conditions for solving Constructive and non-constructive ways of solving conflicts
Business etiquette as part of professional identity
- The importance of first impressions
- Introduction, greeting and addressing
- Yelling and ticking
- Shaking hands, exchanging business cards
- Business image
- Business events and meetings
- The role and meaning of “tidy”
Let's overcome resistance to change
- Are changes really necessary?
- Which changes affect my work and how
- The nature and cycle of change
- Understanding the needs, motives and actions of employees in unclear circumstances
- Resistance to change
- How to effectively achieve change
User satisfaction management
- Importance of internal and external partnership for reputation and performance
- Understanding the fragility of stakeholder satisfaction
- How employees can influence stakeholder satisfaction
- Verbal and non-verbal communication in the effective resolution of conflict situations
- Resolving complaints
- Self-confident behavior and handling of unpleasant situations
The role of emotional work in the performance of work/service
- Factors of emotional work: social, professional and organizational norms
- Managing expressions and emotions
- Managing Emotions: Surface and Deep Acting, Response Adaptation, and the Role of Emotional Dissonance
- The consequences of emotional work for the individual and the success of the organization
- The role of emotional intelligence in the expression of emotions in emotional work
Public Speaking
- The fundamental elements of a good performance
- WHAT I say vs HOW I say it
- Key message and message organization
- A selection of words and phrases that listeners will remember
- Tone, volume, speed of speech and use of pauses
- Body language, facial expressions and hand gestures that support your message
- How to maintain eye contact
- Mastery of space
- Overcoming stage fright and confident performance
- Why stage fright can be good
- Do we control stage fright or does stage fright control us?
- Practical exercises to control stage fright
- Practical exercises: performance and feedback
- performances can also be recorded and analyzed in more detail
The ability to forgive grievances, mistakes to yourself and others for greater personal and business success
- What is a grudge and why should we forgive someone?
- How to overcome resentment in the workplace
- How do we feel when we feel hurt/offended/wounded?
- Types of layoffs
- Understanding and responsibility for the relationship
- Recognition or establishing boundaries in a relationship
- How we apologize and how we forgive others
- • How to forgive yourself for mistakes made and missed opportunities
- Practical exercises and application of the Ho’oponopono technique, wheel of life, McKenzie’s matrix of priorities
Fears and beliefs - how to become their master
- How to recognize fear and face it
- How to identify beliefs and how to transform them
- How to influence the achievement of goals, desires and all our potentials by facing them
- Awareness of our responsibility influences our fears and beliefs on the environment
- Equilibration techniques
- Empowerment to use the tools in the post-workshop period
- Pattern Transformation Implementation Techniques
User satisfaction management
- Importance of internal and external partnership for reputation and performance
- Understanding the fragility of stakeholder satisfaction
- How employees can influence stakeholder satisfaction
- Verbal and non-verbal communication in the effective resolution of conflict situations
- Resolving complaints
- Self-confident behavior and handling of unpleasant situations
The role of emotional work in the performance of work/service
- Factors of emotional work: social, professional and organizational norms
- Managing expressions and emotions
- Managing Emotions: Surface and Deep Acting, Response Adaptation, and the Role of Emotional Dissonance
- The consequences of emotional work for the individual and the success of the organization
- The role of emotional intelligence in the expression of emotions in emotional work
