This one day course provides new Team Leaders/Managers an understanding of how to create an inclusive/productive team who are able to communicate effectively with both internal and
external stakeholders.

Types of relationship

• Relationship management: business, customer, stakeholder, CRM records, SLAs
• Building rapport
• Stakeholder analysis
• Negotiation & influence

Emotional intelligence

• What is EI?
• Theories: Goleman, Salovey & Mayer
• Benefits and organisation impact
• Active listening & effective questioning techniques

Managing Conflict (difficult situations)

• Important of conflict Management
• Theory: Thomas-Kilmann, Problem Solving cycles
• Conflict resolution

Challenging conversations

• Preparing for challenging conversations
• Managing challenging conversations
• Effective use an of constructive feedback

Negotiation & influencing

• Negotiation strategies
• Negotiation techniques
• Influencing / persuasive techniques – Cialdini

Cross team working

• Communication methods & structures
• Benefits & challenges
• Cross team purpose & organisational objectives