Today’s business environment demands effective relationships with colleagues and clients. Communicating assertively and resolving conflict are some of the skills needed to succeed in business.
To understand the pitfalls of interpersonal relationships and to learn how to communicate assertively and resolve conflict.
- Initial perceptions
- Attitde to self/others
- Individual Profiling
- How to Give + Recieve Feedback
- Barriers to good communication
- Transactional analysis
- Body Language
- How to give and recieve feedback
- Assertive behavior - individual assessment
- Assertive behavior vs aggressive/submissive behaviour
- Why Aggressive/submissivebehaviour?
- How to be more assertive
- What courses conflict?
- Individual conflict strategies
- Steps in conflict resolutions
- Conflict Resolution Role Plays
Individual written assignments must be submitted two weeks after completion of the course. The assignments test the learner’s ability to implement what has been learnt on course and focus on all aspects of conflict resolution and assertive behavior.
These assignments are part of the summative assessment process.
INDIVIDUAL LEARNING OUTCOMES - ALIGNED TO SPECIFIC OUTCOMES
At the conclusion of this course, learners will be able to:
Identify and understand other people's communication styles.
Implement appropriate steps to deal with conflict situations.
Understand the difference between assertive, aggressive + submissive behaviours.
Draw up individual Action Plans for the future.
ASSESSMENT CRITERIA AND METHODOLOGY
Participation in class discussions and exercises
Completion of a Portfolio of Evidence
Completion of Individual Action Plans at the end of each Module
Participation in role plays
Completion of required written assignments.