DAY 1

Introductions and objectives

Heroes and villains

• real-life experience of working relationships

What are people skills?

• the recognition and regulation model of behaviour

What makes people tick?

• how people make sense of the world

Personal insights

• values-based behaviour
• understanding the impact we make on others and its consequences

People situations

• real-life case studies

Elements of effective working relationships

Relationship mapping and analysis

The value of listening, and barriers to good listening

Learning to listen well

Transactional analysis as a tool for people

problem-solving.

DAY 2

Review of Day 1

Influencing strategies

• a range of strategies from PUSH to PULL Influencing situations
• how to combine the strategies to get the results you want

Influencing types

• adapting language and behaviour to get results

The ABC of managing others

• using activators and consequences to manage others’ performance

Giving feedback

Reaching constructive outcomes

• the application of people skills to real-life situations

Action planning