Interpersonal Skills
Code
ATW
Course Title
Assertiveness Skills
Course Overview
Days
1
In today's business environment, it is important that we are able to
express ourselves with confidence and authority in a variety of
situations. We need to get our message across effectively with clients,
colleagues and staff. We must be able to express our views in groups,
"stand our ground" under pressure and at times, express contrary
opinions. In this programme there is an emphasis on handling
situations participants personally find difficult, without damaging
relationships or disregarding the needs of others.
This programme is designed to assist staff in enhancing both their
confidence and skills in expressing themselves assertively.
Designed For
Key Subject Areas
Any person seeking to enhance their ability to handle themselves and
others in a confident, self assertive manner.












Learning Outcomes
Differentiating Assertive from Aggressive and Passive
Behaviour
Analysing Current Levels of Assertiveness
Knowing Your Rights
Respecting the Rights of Oneself and of Other People
Non-verbal Communication and the Role of Body Language
Making Requests
Declining Inappropriate Requests; "Saying No"
Managing Criticism
Dealing With Your Anger
Standing Up For Oneself
Giving and Receiving Compliments Positively
Using Assertiveness for WIN/WIN Outcomes
On completion of this programme, you will be able to:








differentiate assertive behaviour from aggressive and passive
behaviour
assess your own behavioural strengths and weaknesses
use appropriate body language to reinforce your assertive
message
interpret body language of other people
express needs without feeling guilty
give feedback constructively
receive criticism positively
handle difficult situations assertively
Code
CMS
Course Title
Conflict Management Skills
Course Overview
Days
1
International statistics show that conflict within the workplace has
dramatic effects on business and staff both within and outside the
work environment.
This programme provides you with the opportunity to focus on
yourself in situations of conflict, as well as introducing techniques that
empower individuals going through conflicting situations.
Designed For
Key Subject Areas
Anyone wanting to improve and enhance their personal skills to more
effectively deal with situations involving conflict.




Learning Outcomes
Why Conflict Happens
Levels of Conflict
Conflict Handling Techniques and Skills
- People‟s Rights and Responsibilities
- Conflict Management and Approach Options
- Communication
- Negotiation
- Problem Solving Approach
Planning for Potential Conflict Situations
On completion of this programme, you will be able to:





understand the internal process and dilemmas faced during
situations involving conflict
develop positive behaviours for handling conflict
develop tools and skills to avoid and reduce conflicting
situations
be creative and effective when working through situations
plan to avoid and reduce conflict.
Code
CTS
Course Title
Creative Thinking Skills
Course Overview
Days
2
Einstein said, "Imagination is more important than knowledge".
Today the need for creativity and innovation in business has never
been more important. As competition grows tougher it is vital that
companies and individuals discover new ways to differentiate
themselves and innovate to create a competitive advantage.
But how do you generate new ideas on a consistent basis and how do
you turn an idea into a commercial reality? Forget about
'Brainstorming' as this process frequently strangles creativity and
intimidates people. What is required is a process that stimulates the
imagination and allows people to think without fear. True creativity
breaks the rules and asks questions that lead to genuine
breakthroughs.
This course will show you how to generate new ideas with a wide
range of creative thinking techniques. It will also give you the ability to
judge ideas and the confidence to communicate creatively.
If your business or career is facing change, then you must have the
ability to innovate.
Designed For
Those who are facing change and understand the value of developing
their own creative thinking abilities to develop a competitive
advantage. It is also for those who wish to improve creativity and
innovation within their organisation by developing „Innovation teams‟.
The course covers many aspects of creativity including:






Key Subject Areas
Creativity defined
Introduction to Mind-mapping
How to energise the right (Creative) side of the brain
Developing a creative culture
How to sanity-check your ideas
Developing a Creative toolbox A thorough examination of the following techniques:
* SCAMPER
* Role-play
* Think like a fool.
* Random object.
* Think the unthinkable.
* What if?
* Make a wish.
* Creative destruction.
* Metaphors and analogies.
Learning Outcomes
On completion of this module, you will be able to:
 know how to generate ideas effortlessly
 develop a wide range of creative thinking skills/tools
 know how to collaborate with others to develop ideas
 gain confidence in your ability to recognise good ideas
 know how to innovate on a consistent basis
 learn how to communicate the value of your ideas
Code
CTS
Course Title
Creative Thinking Skills
Course Overview
Days
2
Einstein said, "Imagination is more important than knowledge".
Today the need for creativity and innovation in business has never
been more important. As competition grows tougher it is vital that
companies and individuals discover new ways to differentiate
themselves and innovate to create a competitive advantage.
But how do you generate new ideas on a consistent basis and how do
you turn an idea into a commercial reality? Forget about
'Brainstorming' as this process frequently strangles creativity and
intimidates people. What is required is a process that stimulates the
imagination and allows people to think without fear. True creativity
breaks the rules and asks questions that lead to genuine
breakthroughs.
This course will show you how to generate new ideas with a wide
range of creative thinking techniques. It will also give you the ability to
judge ideas and the confidence to communicate creatively.
If your business or career is facing change, then you must have the
ability to innovate.
Designed For
Those who are facing change and understand the value of developing
their own creative thinking abilities to develop a competitive
advantage. It is also for those who wish to improve creativity and
innovation within their organisation by developing „Innovation teams‟.
The course covers many aspects of creativity including:






Key Subject Areas
Creativity defined
Introduction to Mind-mapping
How to energise the right (Creative) side of the brain
Developing a creative culture
How to sanity-check your ideas
Developing a Creative toolbox A thorough examination of the following techniques:
* SCAMPER
* Role-play
* Think like a fool.
* Random object.
* Think the unthinkable.
* What if?
* Make a wish.
* Creative destruction.
* Metaphors and analogies.
Learning Outcomes
On completion of this module, you will be able to:
 know how to generate ideas effortlessly
 develop a wide range of creative thinking skills/tools
 know how to collaborate with others to develop ideas
 gain confidence in your ability to recognise good ideas
 know how to innovate on a consistent basis
 learn how to communicate the value of your ideas
Code
DYPB
Course Title
Developing Your Personal Brand
Days
2
Course Overview
You don‟t have to be a business mogul to have a personal brand,
internally or externally you build a reputation that helps or hinders
your success. This interactive workshop aims to help you understand
why and how creating a personal brand is a relevant and necessary
business skill.
Designed For
Independent consultants, sales people, people looking to manage their
career or people working in professional services.
Key Subject Areas









Learning Outcomes
Managing your personal state
Projecting the right impact in meetings or presentations
Developing a personal presence and „state‟
Defining and marketing your personal brand
Your physical brand
Your beliefs and personal approach
Communicate key messages with consistency
How to align your peronal brand and your company
brand
What insights can we gain from the world of sport
On completion of this course, you will be able to:







Understand the relevance of building a personal brandthe why and the how
Identify your personal brand
Manage your emotional state and be clear about what
you stand for
Communicate your brand with confidence
Identifying a consistent approach in relation to „brand
you‟
Limit „status anxiety‟ in meetings and presentations
Increase your influence and personal results
Code
EQI
Course Title
Emotional Intelligence
Course Overview
Days
1
Learn the secrets and skills of high emotional intelligence.
Those with high emotional intelligence are aware of their emotional
responses to situations and can manage and create an optimal
emotional state. Those low in emotional intelligence are driven by
emotions they neither understand nor control. This in turn negatively
affects relationships in both work and personal situations.
Understanding and controlling emotions of ourselves and others is
important for work effectiveness and absolutely essential for sound
leadership. It is pivotal to optimising change opportunities and to
managing stress.
Designed For
Key Subject Areas
Learning Outcomes
Managers, leaders, anyone who interacts closely with other staff and
seek to advance their emotional intelligence quotient. (EQ)
 Internal versus external drivers
 Perception versus reality
 Judgment versus observation
 Where our thoughts and feelings come from and how to
manage and change these “in the moment”
 The role of programming and thought “addictions” and
breaking a negative cycle
 Constructing emotions that serve us and de-constructing
emotions that don‟t
 Applying emotional intelligence to interpersonal
communication
 Causes of stress and how to arrest negative effects
 The role of change and how this affects us
 Choosing your emotions and getting leverage on yourself to
follow through
 The psychology of commitment – self motivation and follow
through
 Quantum energy/thought creation and the role of this in life
design
 Applying the concepts to communication with, and leadership
of, others
 Personal improvement plan
People who attend this programme will change their perspective about
themselves, other people and their circumstances. They will
understand where their views come from and seize the opportunity to
choose the views they want to keep and those they wish to change.
They will grow in excitement about what is possible for them and
know how to instill this in others.
Business goal achievement is a function of the extent to which
individuals grow and achieve their personal potential. Having people
who welcome and facilitate much-needed change in business activities
and results will prove beneficial for both the individual and
organisation.
Code
ISW
Course Title
Influencing Skills
Days
1
Course Overview
Being able to influence people with ease, confidence and clarity is
something we aspire to in the workplace. This practical and
experiential influencing skills course will give you the skills to
confidently gain buy in from others, communicate with persuasion or
influence an outcome.
Designed For
Individuals who wish to build rapport and influence and persuade
others with integrity will benefit from attending this course. It will also
be beneficial for those who have to deliver results while working
across departmental and organisational boundaries.
Key Subject Areas








Learning Outcomes
What is positive influencing verses persuasion?
Good influencers are both seen and heard
Rapport, credibility and trust and why they are key to
successful working relationships
What makes people tick? Using behavioural styles to influence
more effectively
What we can learn from gaming theory and rules for cooperative behaviour
Using trust to increase your influence
Tools and techniques for everyday influence
Influencing upwards and across virtual teams
On completion of this programme, you will be able to:








Use practical skills and techniques for influencing people and
situations with positive intent
Identify your key stakeholders and manage your approach
accordingly
Build relationships based on rapport, trust and mutually
beneficial outcomes
Identify a strategy for getting buy-in to your projects and
ideas regardless of hierarchy
Gain additional insight into indirect influence
Be more aware of the impact your communication style has on
others and be able to flex it as required
Assert yourself when faced with strong characters or those in
positions of power
Leave with practical influencing tools and techniques
Code
IPS
Course Title
Interpersonal Skills
Days
1
Course Overview
Whenever people come into contact with each other there is a
potential for misunderstanding and conflict, both of which are caused
by different perceptions. To get the best out of your people, whether
you are a manager or in a supportive role, you need to know how to
engage with them in a manner that is conducive to a win/win
outcome. This programme is designed to give you that skill.
Designed For
This programme is appropriate for anyone who wishes to develop their
people handling ability and communication skills.
Key Subject Areas





Relationship Strategies
Communicating Effectively
Active Questioning and Listening Skills
Giving and Receiving Feedback
Application of Principles**
**Dependant on needs of participants
Learning Outcomes
On completion of this programme, you will be able to:





understand how to choose your responses when
communicating with different personality types
apply techniques for increasing personal effectiveness
improve your collegial and management relationships
give and receive constructive feedback
apply the principles across a variety of situations.
Code
UCD
Course Title
Understanding Cultural Diversity
Days
1
Course Overview
We operate increasingly in a global marketplace and work alongside
diverse teams and stakeholders. The aim of this training is to increase
cross-cultural awareness and improve relationships, communication and
productivity when conducting business with people from different
backgrounds.
Designed For
This workshop is important for anyone who needs increased awareness
and insights into different cultures in an international business
environment.
Key Subject Areas





Learning Outcomes
Build strong and lasting relationships with people from other
cultures
Greet others in accordance with their customs and
demonstrate awareness
Increased awareness of the differences in approach to those
in a position of authority
Enhance your credibility when conducting business in other
countries or working as part of a diverse or virtual global
team
Identify the right way to build a relationship, through
conversation, conducting meetings, negotiating, questions
and business etiquette
On completion of this programme, you will be able to:








identify why cultural awareness matters in today‟s business
environment
recognise and challenge our own cultural assumptions and
beliefs
gain insight into stereotypes, prejudice, and celebrating
similarities and differences
successfully manage „first impressions‟
gain awareness of cultural perception of time and gender
roles
prepare effectively for face to face meetings and other
media
take into account communication styles to achieve positive
shared outcomes
identify tools for managing a diverse workforce or virtual
project teams