• Role of Perception in Communication
  • Patterns of Communication in a cross-cultural environment
  • The Sandwich Approach
  • Communicating with internal customers
  • Assess your communication style
  • Understanding the “Johari Window” in communication
• Communication Differences in Cultures
  • High & Low context cultures
  • Communication failures between people from different cultures
• Body Language/Non verbal Communication
  • Positive & negative connotations of body language
• Listening Skills
  • How listening impacts performances
  • How to improve listening
  • What is Reflective Listening?

• Preparation for Counselling
  • Venue Preparation
    • Preventing Distractions
    • Privacy
    • Setting up a non-threatening environment
  • Self Preparation
    • Agenda
    • Balance of Empathy & Assertiveness
    • Avoiding Battle of Egos
    • Popularity is not the goal
• Setting Ground rules
  • Confidentiality
  • Openness
  • Fairness
• Questioning Techniques
  • Funnel questioning Techniques
  • Impartiality to answers
  • Challenging views while keeping emotions aside
• Interpersonal Skills of the Counsellor
  • Assessing the needs
  • Flexibility to change according to the climate of the interview
  • Balance of verbosity & listening
  • Confidence to discuss the issue candidly
  • Handling anger or other emotions of the interviewee
• Problem Solving
  • Problem Analysis & Discussing solutions
  • Tools to instigate readiness to accept decisions taken
  • Attain commitment to the decisions
     

• How to recognize 7 most difficult personality types and how to deal with each
• How to use a fail safe strategy for keeping a disagreement from escalating into an argument
• How to say no “no” without feeling guilty or causing resentment. The ritual of negotiating – six basic steps
• Learn the 9 steps of assertive communication that will put power and confidence in your work
• Learn positive techniques for delivering constructive feedback to co-workers, employees, even the boss

Handling Particular Problems

• How to deal with any major offence.

• How to deal with absences.

• How to deal with disobedience.

Dynamics of a Positive Disciplinary Procedure

• A streamlined structure for a Disciplinary Procedure.

• How to decide whether an employee can be disciplined for an offense.

• Questions you should ask yourself in the event where an employee has breached a c contractual term.

Getting Mileage Out of Warnings

• Techniques to help you prepare for the disciplinary interview.

• A model for conducting a firm disciplinary interview that can be applied to any job.

• Critical mistakes to avoid.

• The validity periods of warnings

Assessing the Suitability of Alternative Disciplinary Sanctions

• Demotion. When may Management demote an employee? Is demotion a suitable disciplinary sanction

• Transfers

• Suspension

• Dismissal

Case Studies & Role Plays

Training Video

• Handling Grievances
• What are grievances?
• How are grievances handled at the workplace?
• How to develop an effectively grievance-handling procedure?
• What to do if there is an employee who is always creating trouble at the workplace?
• What must be done to discipline a worker who is not performing?
• What procedure must be followed before issuing a staff with a warning letter?
• Can a staff be terminated if he is not up to performance standard?
• What is the difference between termination of service and dismissal?
• What must be done before dismissing a staff who has committed a non-work related offence?
• Is there any resource for a staff who feels that he is wrongfully dismissed?

• Internal vs external motivation
• Laws of Motivation
• Motivated vs non-motivated performance
• How to motivate your staff?
• Removing the de-motivators
• Etc