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1. Understanding Ourselves and Others
   What makes us behave the way we do?
   How can we understand which parts of this behaviour is acceptable – is required by our role in the business – and which parts are not acceptable?
   Feedback: how do others see and relate to us?
   Communication
   How do we communicate with others?
   What are the advantages / disadvantages of the various communications media?
   What do we mean by Effective Communication and how do we achieve it?
   Our respective thinking and learning styles and how they can be applied to our day-to-day work
   Management v Leadership
   What is Management? What is Leadership?
   What is the difference between Management and Leadership?
   Analysing Leadership Behaviour
   Analysing the difference Management Styles – and understand when to use them
   The importance of Communication – including:
   Verbal Communication
   Vocal Communication
   Visual Communication
   Emotional Intelligence
   Emotions and their consequences
   The importance of understanding our “EQ” (as opposed to the more-standard IQ)
   The five stages of Goleman’s Emotional Intelligence model:
   Self-Awareness
   Self-Management
   Motivation
   Empathy
   Social Skills
   Transactional Analysis
   Why do we act / react in a certain way to colleagues and customers?
   How can we build rapport with colleagues and customers?
   What are the benefits of “True Rapport” in our inter-personal relationships?
   Building a Successful Team
   What is a Team?
   The stages of Team Development
   Goal and Objective Setting
   Goal Setting – for the company
   Objective Setting – for the staff
   Drafting and Aligning Objectives
   Performance Management
   Stakeholder Management
   People and the Service-Profit Chain
   Satisfying Stakeholders
   Stakeholder Analysis: internal and external stakeholders
   Delegation
   What is Delegation?
   The Stages of Delegation
   Coaching
   What is Coaching?
   Using the G R O W model for effective coaching
   Handling Conflict
   What causes conflict?
   The Phases of Conflict Handling
   Understanding the Conflict
   Understanding your / the other person’s position in the conflict
   Resolving the Conflict
   Kilmann’s Five Conflict-Handling Modes – and how to apply them:
   Competing
   Collaborating
   Compromising
   Avoiding
   Accommodating
   Bridging the Gap