Business improvement Skills

3 hours intervals per topic over a period of 3 months

DISC personality test provides assessment of your Personality style in context of Communication styles. Our certified DISC Facilitator will debrief your DISK Results and assist to interpret your team’s Communication style as it relates to:

– improving your working relationships;
– improving your leadership position;
– improving your communication skills by identifying others styles;
– find the “keys” to your employees;
– understand your partner’s behaviour better.

Learn and discover Attributes of the Leader and what you value in the Leader.  Explore in group setting your ideal leader and why.  Explore and practice 4 Conversations types when leading others: Setting Expectations, Feedback, Reviewing Performance, and Development planning.

The power of a team lies in its capacity to perform at levels, and deliver results, greater than the sum of its parts. Managers and leaders put a great deal of effort into assembling high-performing teams. Explore the behaviours of highly effective teams and develop practices to support how the team works together.

Emotional intelligence is widely recognized as a valuable skill that helps improve communication, management, problem-solving, and relationships within the workplace. It is also a skill that researchers believe can be improved with training and practice. People with High EQ. Make better decisions and solve problems.

The team will explore the four core skills of Emotional Intelligence: Self-awareness, self-management, social awareness, and relationship management and practice with exercises.

All Managers need to be able to deliver both positive and critical feedback directly to their staff in a way that supports development and learning and manages performance. Recognizing the role of influence in communication will be reviewed as will the principles of assertive communication and feedback. A feedback script will be introduced, and participants will practice giving and receiving feedback using case studies and may also choose to practice using scenarios from their own experience.

Managers need to be able to manage both the behavioural and technical performance of all staff to ensure the productive flow of operations while ensuring excellent customer service is delivered. Competencies including: setting expectations; giving clear directions; delegating; problem solving; and prioritizing will be presented.

Coaching is a key leadership skill for managers and leaders at all levels. The workday is extremely busy, and coaching staff to be more accountable, autonomous and successful is critical to an organization’s success. The key steps in the coaching process will be reviewed, and participants will have the opportunity to practice coaching one another to experience how it differs from more traditional supervision.

The importance of assertive communication will be reviewed, in the context of providing excellent customer service and in the development of collaborative relationships. CSR’s will have the opportunity to practice using examples and/or their own scenarios. Being able to give and receive feedback is also a critical part of respectful communication and a feedback script will be shared and practiced.

Staff work as part of a team and need to be able to participate and engage willingly with colleagues in order to maintain productive relationships, a positive work environment and excellent customer service. Managing themselves and their own time is an initial step, followed by recognizing and supporting the various key elements that make teams work. Participants will have the opportunity to review and discuss how they behave when working with others.

Disagreements occur, and how they are managed is the difference between success and frustration. Individual responses and approaches to conflict will be explored, as will the sources and appropriate actions for enhancing resolutions. Whether communicating with colleagues, customers or leaders, managing differences is a critical part of contributing to an effective team environment.