Print this page

We live in a world of constant change which often can upset the dynamics of the team. Add to this gender and generation differences, changing parameters, legislative and compliance issues, and the recipe can produce an adverse result.

Communicating clearly and consistently with your work colleagues assists in preventing difficult situations. However, when difficult situations occur, the manner in which you react - verbally, emotionally and behaviourally - has a significant effect in either exacerbating the situation or solving it satisfactorily for the parties concerned. Examining your working, communicating and management styles will assist in discovering whether you contribute to the difficult situations which occur in your workplace relationships.

This workshop incorporates interactive group activities, video/DVD viewing, short theory sessions and group discussions.

This workshop qualifies for NZ Trade and Enterprise's Capability Development Voucher Scheme.

This workshop is for those who may have the knowledge of communication practices but wish to understand the skills base required for effective communications with the many people with whom they associate on a daily basis. These skills will assist in preventing some of the difficult situations in which we find ourselves through inappropriate or unclear communications.

By the end of this workshop, you will be able to:

• identify communication styles which assist learning ability
• understand the importance of clarifying instructions and messages resulting in correct action
• recognise the differences between the generations
• identify the various team roles team members assume
• identify your preferred personal communication style, particularly in conflict situations
• identify how you are perceived by others by your communication and management style
• identify the five levels of communication and the levels most commonly used in the workplace
• use questioning skills to identify the cause of the difficult situation rather than dealing with just the symptom
• recognise if there is personal 'baggage' affecting the difficult situation in the workplace
• identify if your leadership/communication style is contributing to the difficult situation
• understand the Thomas-Kilmann conflict management styles
• use the 'I message' of Dr Thomas Gordon
• understand how people's personalities contribute to difficult situations.

• Barriers to effective teams
• Personality types affecting effective communications
• Eradicating assumptions, mind reading, jumping to conclusions, listening but not hearing
• Clarifying expectations of each other in the team - managers, team leaders, co-workers
• The eight roles in a well balanced team
• Dealing with issues, not personalities
• Dealing with conflict within and outside the team
• Preventing conflict within and outside the team
• The effect of technology upon today's communication - texting, emails
• Recognising the conflict types within people
• Effective negotiating skills
• Giving constructive feedback
• Styles of conflict management
• Types of difficult people and how to deal with these people

• "Thoroughly enjoyed this course and the interaction with each member of the group."
• "A valuable insight into effective communication and conflict resolution. Will use at work and at home. Thank you Rosita."
• "Thoroughly enjoyed the two-day course, six attendees so one-on-one was better than a larger group. Very good."
• "Really enjoyed this course. Would like to have done something similar about 10 years ago."
• "Fantastic course, very relevant with great content. The presenter was fantastic."
• "Rosita brought the wealth of her experience and willingly shared this with the group. Really enjoyable."