Building Working Relationships
6 days programme (3 x 2 days)
These workshops allow delegates to understand the key drivers in their most important relationships and how to use this knowledge to further improve the quality of their interactions.
The course delivers 3 x 2 day workshops with a gap of three weeks between each workshop. This will ensure that each delegate will be able to put into practice the learning from the sessions in a live environment working on a problematic relationship.
Who will the course benefit?
This course is aimed at those who are in demanding customer facing roles where the quality of the relationship is paramount.
To identify and prioritise key relationships.
To understand why there is conflict in some relationships and not in others.
To develop clear strategies for improvement.
To learn effective relationship building techniques that can be applied to a wide variety of scenarios.
This course will enable delegates to:
Understand their own motivational value systems.
Develop effective strategies for dealing with even their most challenging relationships.
Identify patterns of behaviour within their clients and use these to improve communications.
Utilise specific techniques to create lasting behaviour changes for themselves.
Create action plans for developing new relationships to provide a firm foundation for growth.
Understanding of the different roles of the delegates and exploring some of the problems with their working relationships.
What is Relationship management?
A workshop in groups to define the term “Relationship Management” and how it is practiced within the business.
The group is introduced to the concept of stakeholder mapping. This enables each delegate to identify all the relationships they need to manage and identify where they need to spend their time.
A model which focuses on the three developmental stages that a successful relationship needs to go through and the key tasks which need to completed at each stage.
Strength Deployment Inventory®
An insight into our own motivational value system and that of others, including what happens when things are not going well and we are faced with conflict. This session will allow everyone in the group to understand each other better and appreciate how they work. SDI® feedback from key people is also provided so that each member of the group can appreciate how others perceive them.
The Right First Impression
The group is shown the “Performance Related Identity” model which enables an individual to create the right impression, using the appropriate behaviours, for different relationships.
From an understanding of the NLP (Neuro-linguistic Programming) model of communication, delegates understand the 3 key elements of body language, voice and words within this model. Each of the 3 areas is covered in turn:
Body Language – Workshop session to identify what delegates already know about body language, to eliminate the myths that they have and demonstrate how to build rapport in a face to face situation. Building this rapport enhances the ease of communication and reduces cause for conflict.
Voice – discussions to identify how the voice is used, particularly over the telephone, the elements that make up the messages conveyed and how to build rapport, even with irate people!
Words – delegates are introduced to one of the key language patterns that people use and how this affects the quality of a communication, particularly via e-mail. The group also learn how to spot the language patterns used by others, leading to greater rapport.
Delegates are introduced to a 6 step process which will enable them to set clear goals and objectives, supported by the appropriate behaviours for successful meetings.
This session will focus on defining the differences between assertive, aggressive and non-assertive behaviours. Delegates complete a questionnaire which provides them an indication of which of the 3 states they use most often. These states are then linked to the work of Thomas Harris (I’m OK – You’re OK) and the group workshop how and when they use these different states.
The group are then shown the “evolution of personal rights” model, which will describe why they behave the way they do and how they can make a change to specific behaviours if they want to, particularly regarding assertiveness.
Using 13 different patterns, the group examines the different ways we all sort and process information. Discussion and group exercises show how this can be used to alter our communications across all media, to best influence others.
Dealing with Conflict
Delegates complete a self diagnosis questionnaire to understand their most favoured conflict style with group discussion to discover when each style is most appropriate.
The group practices using a visualization technique to create changes in the way particular relationships and/or events are perceived and thereby creating a positive behaviour change.
Problematic meeting scenarios are discussed with a workshop to create solution for overcoming these problems. A meeting evaluation system is introduced which the delegates use in a role-play situation.
Delegates are continually using the material throughout the 6 day workshop on a problematic relationship. Improvements are noted and plans for further changes are created in small workshops.
The delegates are introduced to a number of different NLP techniques throughout the course which are used to create lasting changes in their relationships.
Timings: This is a 6 day programme (3 x 2 day workshops) running from 9.00 am to 5pm each day
Number of participants: We can accommodate up to 12 participants for the entire programme
Cybèle Team: 1 trainer for each day
Programme materials: Will be supplied by Cybèle including joining instructions for distribution in advance of the programme.
Equipment needed: Training room large enough to house 12 people comfortably with space for smaller group work and room to move around. Also a flipchart & paper; projector & screen please.
SDI® licences: SDI® - Strength Deployment Inventory – this psychometric is used throughout the programme and licences are charged on a per participant basis.