Live Virtual Training (Most Popular!) > Being a People Manager

Being a People Manager

Course Objectives

• gain an basic understanding of EQ and its effects on us

• improve your emotional intelligence by working on 3 critical areas in EQ

• learn to put points across in a way that people know you really mean what you say through effective communication skills

• speak up for yourself with integrity whilst being calm, clear and courteous

• command respect and attention especially in difficult situations such as in conflict management

Target Audience

People Managers

Methodology

At the end of the session, participants should be able to:

Apply the 5R Principle to be a manage people effectively
Apply the 4 Situational Leadership Styles to delegate effectively
Apply the CUTE Principle of creative problem solving and decision making

Course Modules

The 4R of a people-manager
o          Applying RIGHTS appropriately
         Provide clear instruction effectively and precisely using clear Questioning
o          Building RELATIONSHIP with high influence
         Practice active listening and stay engaged
o          Leading towards RESULT strategically
         Effectively giving Feedback
- Be GOAL-oriented when managing using the Feedback Sandwich Model
- Be factual in giving constructive feedback by using the questioning funnel to gain clarity
o          Extending RESPECT to gain RESPECT it’s all in the MIND focus on the positives

Activity
–           QLF – Question Listen and Feedback Models and Exercises
–           Creating a Positive Mindset – Using the gratitude journal

Creative Workplace Problem Solving and Decision Making
o          Control Emotion and Reaction When Handing a Problem
         Comprehend why problems arise – The 90/10 Rule
o          Understanding is the base of emotional intelligence in handling problems use the TFA model
         Understand Problems From Different Perspectives
         Understand and appraise a problem by asking effective questions using the funnel
o          Think creatively of possible alternatives to make the best decision using the GEMBA model
         Clarify solution purpose
         Balance the benefits and risks of each creative alternative
         Determine the best decision
o          Evaluate your creative decision towards the right action by creating your plan
         Produce using SMART goal setting
         Establish preventive actions

Activity:
–           90/10 Rule
–           EQ model TFA
–           Questioning Funnel
–           GEMBA walk
–           SMART Model

Handling complaints and De-fusing angry customers
         Handling difficult customer situations
         Types of challenging customers
         Follow clearly defined set of steps and deal with the issue

Activity
–           Role playing
–           6 Step model of customer service

Get To Know The Trainer

Trainer P.G

Paul graduated with a Bachelor of Marketing and E-Commerce from University of Curtin, Australia. He also attained a Diploma in Hotel Catering and Management from the American Hotel and Motel Association. He is a Certified Trainer under the Pembangunan Sumber Manusia Berhad (Ministry of Human Resource, Malaysia).

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