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WORKSHOP TITLE WORKSHOP CONTENT DURATION*
Assertiveness • The difference between passive, assertive
and aggressive behavior
• Assertive professional practice
• Applying assertiveness to meetings
• Managing team and departmental performance
3 hours
Building successful
relationships
• Relationship development activities
• Building and strengthening relationships
• Stakeholder engagement
• Visualizing levels of power and influence
3 - 6 hours
NEW FOR YEAR 4
Bullying, harassment and
victimisation awareness
• Identify the difference between Bullying, Harassment and Victimisation
• Identify behaviours associated with Bullying, Harassment and Victimisation
• Assess the impact that bullying and harassment have on the individual
and others
• Review the anti-bullying guiding principles, ACAS and EOC guidelines
• Identify where to access support and guidance
• Produce an action plan
3 hours
Coaching conversations
for operational staff
• Define what is a great coaching conversation
• Identify opportunities to have a coaching conversation
• Understand the tools and techniques used in a coaching conversation
• Consider how coaching conversations help us to develop relationships
3 hours
NEW FOR YEAR 4
Complaint Handling
• Why People Complain
• Complaint Handling Skills
• Getting to the Root Cause
• Dealing with Complaints
• Being Pro-active
• Complaints Procedure
6 hours
Customer Service • The principles of customer care
• Assessing and anticipating customer needs and expectations
• Interpersonal skills and knowing your customer
• Handling complaints
3-6 hours
Dealing with difficult people • Categories and types of difficult people
• How communication can be used to solve problems and reduce the
likelihood of conflict
• How to assess and reduce risks in conflict situations
• Effective communication and de-escalation of conflict
6 hours
Developing personal
resilience
• Drawing up a definition of resilience
• What happens when you are resilient
• How to build resilience
• The unexpected benefits of being wrong and how to create success
out of failure
3 hours