Communication
Target audience: all staff
Aim: to provide a toolkit that supports staff to be able to
communicate on various levels using the spoken and written
word
Suggested Content: body language; listening skills; barriers to
listening
Assertiveness
Target audience: all staff
Aim: delegates are provided with the knowhow to confidently
protect their needs and rights whilst maintaining positive
relationships
Suggested Content: understanding assertiveness; three- step
approach to assertiveness; fight or flight; having difficult
conversations.
Telephone
Technique
Target audience: staff who have extensive
telephone contact with clients
Aim: to provide the skills to effective call handling
Suggested Content: handling calls under pressure; building
and controlling the call; the power of the voice; verbal
skills
Managing
Conflict
Target audience: staff who wish to develop
skills to deal with difficult situations
Aim: to provide knowledge of the range of behaviour and
communication that can be used to deal with conflict
Suggested Content: 5 approaches to dealing with conflict;
communication styles; non-verbal communication
Working with
others
Target audience: all staff who work in
teams
Aim: to promote effective teamwork and develop positive internal
relations
Suggested Content: understanding diversity in teams; team
roles; the development of teams (Tuckman's theory); personality
types.