The Experience of Being a Manager

• How to get people to want to do what they’re supposed to do
• Specific challenges you face when motivating others

Values

• Values and their impact on work life
• How values can have productive and nonproductive results
• Identify value conflicts in yourself and in others

Personal Styles

• Determine your own personal style profile
• Gain insight into the strengths and limitations of your profile
• Use behavioural clues to determine others’ personal styles
• How to work more effectively with other personal profiles

Motivation

• Employee motivation factors and their impact on behaviours and work settings
• How to tailor your motivational efforts to individual employees and different situations

Listening, Body Language, Giving Feedback, and Dealing with Difficult People

• Use active listening to gain information and understand employees’ perspectives
• Effectively apply positive and corrective feedback
• Use appropriate values alignment when dealing with difficult employees

Conflict Management

• The dimensions of conflict resolution
• Identify your own preferred conflict-resolution styles for better conflict management
• Use different conflict resolution styles in different situations

Delegation

• Different delegation styles: How and when to use them
• Determine the appropriate delegation style for employees and situations

Understanding Organizational Culture and Subculture

• The impact of organizational culture and subculture and “cultural blinders”
• Explore the assumptions that impact your team’s thinking and actions
• Identify and build on the strengths of your team’s culture

Emotional Intelligence

• The components of emotional intelligence
• Gain an honest and accurate assessment of yourself
• Develop an improvement strategy

Ethical Leadership

• Identify your group’s values
• Your vision for ethical leadership

Action Planning

• Develop a specific plan for applying what you’ve learned back on the job
• Identify people who can support your action plans

Developing Conflict Awareness
Recognising the difference between disagreement and conflict
Understanding the five levels of a conflict
Exploring barriers to conflict management and resolution

Responding to Conflict 
Identifying your own feelings and actions in response to conflict
Applying the P-U-R-R Model to demonstrate understanding
Utilising the validating process
Distinguishing between listening for thoughts and listening for feelings

The Role of Trust in Minimising Conflict
Describing the 4 Cs as the cornerstones of building trust
Knowing how trust is lost and regained, and how transparency validates trust
Identifying interests behind positions

Conflict Strategies
Identifying your preferred strategies for responding to conflict
Understanding the five conflict strategies
Exploring appropriate strategies to minimise/manage conflict

Moving Beyond Conflict
Knowing why relationship conflict and content conflict should be handled differently
Turning potential disagreements into discussion by applying the Model to Disagree
Identifying and practising assertiveness tools and strategies
Detoxifying emotional statements and devising alternative ways to express the message

Dealing with Difficult Behavior
Explaining the difference between difficult people and difficult behaviour
Understanding how to handle passive behavior
Developing a strategy for handling passive or aggressive behaviour

Mapping the Conflict
Mapping a conflict using a 5-step approach
Exploring a given conflict from various “viewing points”
Separating interests from positions in a specific conflict
Selecting a conflict strategy appropriate to addressing a specific goal
Implementing a chosen conflict strategy

Thunderstorms
Applying skills to address emotionally tense conflicts (called Thunderstorms)
Using skills to address an intra-group conflict case study
Planning for future development to effectively respond to conflict