Day 1

Session 1:  Gaining Employee-Organisational Alignment
In this session, participants will realize that the challenge for businesses is to create an environment where employees understand and commit to the company’s direction, strategy and goals. Participants will give their input and suggestions on their organizational framework that addresses all the components of a business. 

Key Learning Points:

• A “fit for purpose” organizational structure
• People, systems and processes
• Leadership
• A positive work environment
• Organizational framework

Session 2: Engagement Drivers
In this session participants will learn that engagement leads to higher financial performance, higher customer satisfaction and higher employee retention. Participants will identify the engagement drivers and work on them.

Key Learning Points:

• Identify the engagement drivers in your company
• How well are we doing?
• Setting goals and objectives
• Key performance indicators

Session 3: Persuasion Is Influencing
In this session, participants will learn to use the techniques of persuasion so as to influence the people around them to be engaged. Participants will learn to develop and use the listening and questioning techniques.

Learning Areas

• Listening techniques
• Questioning techniques
• Consultative techniques

Session 4: Fundamentals of Influencing Skills
In this session, participants will be coached on the fundamental techniques of influencing skills.

Learning Areas:

• “Pull” don’t “Push”
• Getting the other person to be involved in discussion
• Persuade, don’t manipulate
• Focus on behavior rather than personality
•   Seek to understand                       

Day 2

Session 5: Persuasive and Influential Behaviours
In this session, participants will learn how to cultivate persuasive and influential behavior.

Learning Areas:

• What image do you want to project?
• Developing a strong enthusiastic voice
• Speaking fluently without hesitation
• Communicating assertively

Session 6:  Introduction to Conflict Resolution
In this session, participants will be given the opportunity to reflect and discuss their own perception of conflict and how this is determined by their own cultural or educational background.

Learning Areas:

• What are the expectations in your culture?
• In what circumstances do you feel dislike or tension in you?
• Know yourself and what motivates you
• Myers Briggs Identified Personality Traits
• The JOHARI Windows
• Identify the likely sources of conflicts in your organisation

Session 7: Resolving Conflicts
In this session, participants will develop conflict resolving techniques.

 Learning Areas

• How do you approach a situation of conflict?
• Find out the cause?
• Identify the situation?
• Identify the interest?
• Questioning techniques

Session 8:  Conflict Resolution Continuum
In this session, participants will learn about the Four Stages of conflict resolution continuum.

Learning Areas:

• Negotiation
• Mediation
• Arbitration
• Adjudication

Session 9: Putting It All Together
In this session, participants will design an action plan for conflict resolution.

Learning Areas:

• What are good management skills
• Conflict resolution strategies
• Communication strategies
• Action Plan