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You can assess your own specific learning needs. Just identify the appropriate box and we can fulfil those needs.

*Explanation

1. NEED TO LEARN - I am not fully competetnt in the skill and need to be in my current job.

2. REFRESH - I am quite competent in the skill but would like my skill refreshed, reinforced or developed.

3. LIKE TO LEARN - I am not fully competent in this skill and would like to learn it for my development.

4. COMPETENT - I am fully competent in the skill and require no further input.

	1. NEED TO LEARN	2. REFRESH	3. LIKE TO LEARN	4. ALREADY COMPETENT
UNDERSTANDING BEHAVIOUR Defining behaviour The power of behaviour Words that make a difference
UNDERSTANDING THE COMMUNICATION PROCESS- The process The impact of emotions, values and belief The 11 “Stepping Stones”
MANAGING EMOTIONAL SITUATIONS The process Managing their emotions Managing your emotions
ESTABLISHING RELATIONSHIPS Active Listening techniques Gathering information process
BUILDING RELATIONSHIPS Acknowledging emotions I – We – You process Asking for and receiving feedback
MANAGING DIFFICULT CHANGE 11 steps to introducing difficult change Managing negative people
GIVING FEEDBACK TO CHANGE BEHAVIOUR Setting the ground rules The process Introducing consequences
GIVING FEEDBACK TO RE-INFORCE BEHAVIOUR The EDIT process
GIVING FEEDBACK TO SENSITIVE PEOPLE The process Acknowledging emotions The use of words
CONFLICT RESOLUTION The process Conflict options Conflict styles The follow up
ASSERTIVENESS The principles of assertiveness Passive, aggressive or assertive
DEVELOPING HIGH PERFORMING TEAMS The attributes of teams The structure of a team Team development Team roles Team Leader
FACILITATION The behaviours The process

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