Giving and receiving criticism / Discipline / Managing conflicts

OBJECTIVES:

By the end of the course, delegates will be able to:

1. Give clear constructive criticism to others and still feel good themselves.
2. Understand and use quality nonverbal behaviours to enhance interactive communications.
3. Receive criticism without being defensive or angry.
4. Use negotiation when needed in the working environment.
5. Communicate more effectively through conflict.
6. Use the model for discipline for both Misconduct and performance issues

PROGRAMME:

• Welcome and objectives.
• What is criticism?
• The EPM formula for giving effective criticism.
• Practice sessions.
• The four A's formula for receiving criticism.
• The seven step model for more serious criticism.
• Discipline - Misconduct and performance issues.
• Three stage model for effective and confident discipline meetings.
• What are your conflicts that arise at work?
• The six strategies for managing conflicts:
  • "I" versus You language
  • Anticipation
  • Self interest
  • Meta Talk
  • Limit setting
  • Consequences
• Practice sessions.
• Recap and action plans.

METHODOLOGY

Tutor led discussion, syndicate work, paper & participative exercises.

DURATION

1 day

NB: Any element from this programme can be added to other days