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.
SELF AWARENESS INTERPERSONAL SKILLS
Initial perceptions Barriers to good communication.
Attitude to self/others Transactional analysis
Individual Profiling Body Language
How to Give + Receive Feedback
Assertive behaviour – individual assessment. What causes conflict?
Assertive vs aggressive/submissive behaviour Individual conflict strategies
Why aggressive/submissive behaviour? Steps in conflict resolution
How to be more assertive 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 and 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.