| ADVANCED
PEOPLE SKILLS |
| a
two-day workshop |
| This
workshop suggests how to work better with others through analyzing
decision making styles, how to use creative techniques and conflict
resolution skills. Evaluate
your partnerships and personal effectiveness. |
WORKSHOP
CONTENT
Unit
1: Decision
making styles
 |
Identify
several styles of decision making through a simulation |
|
Identify
your style using the FIRO-B inventory |
|
Identify
how styles interact and affect others |
Unit
2: Skills
for decision-making
|
Creative
vs. systematic problem solving |
|
How
to correctly identify/frame a problem solving statement |
|
Brainstorming |
|
Consensus
simulation |
Unit
3:
Conflict resolution skills
|
Feedback
(how to tell others what you think) |
|
Assertive
disagreements |
|
Handling
power plays, impasses, passive resistance and manipulation |
|
Dealing
with difficult behavior in others |
Unit
4:
Evaluate your
partnership's effectiveness
|
Your
perception of goals, roles and expectations |
|
Understanding
and blending different perceptions |
|
Project
outcomes and perceptions |
|
Elements
of trust and how to build on them |
|
Summary
simulation activity using skills from units 1-3 |
Unit
5:
Explore personal skills
in a partnership setting
|
Identify
your personality style and its impact on the team |
|
How
personality styles interact in a customer situation |
|
Partnership
problem solving exercises |
EXPECTED
OUTCOMES
At
the end of the training, the participant will be able to:
| 1. |
Identify
the different types of decision-making and the most effective use of
each. |
| 2. |
Build
trust as part of your partnership with customers. |
| 3. |
Identify
how the styles interact and affect others. |
| 4. |
Practice
using different types of decision-making techniques. |
| 5. |
Use
conflict reduction techniques to find real solutions to productivity
issues. |
| 6. |
Apply
decision-making and conflict reduction techniques in a customer-service
environment. |
| 7.
|
Evaluate
your partnership's effectiveness in terms of goals, roles and
expectations. |
| 8. |
Use
personal skills to facilitate communication. |
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here to return to in-house workshops: Interpersonal Skills
