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1. Introduction

Defining the role of a ‘manager’
Identification of 5 Core Components of a manager’s job
Personal introductions and objectives
Overview of program topics and method

2. Understanding Diversity

Issues, Challenges
Strategies for dealing with difference
One size fits all – sameness vs difference
Identification of 5 Dimensions of Diversity
Identification of 4 personality types / styles
Physiology vs psychology
Role of culture
Impact of age / 5 ‘Generations’, 4 career stages
Impact of work status
Exercise: Understanding Ourselves to understand others

3. Motivating Each Member of Your Diverse Team

Pitfalls of traditional motivation approaches
Review of motivation theory
Discussion of importance of money versus other motivators
Influence of personal characteristics
Impact of manager’s own behaviour
Guidelines re how to tailor motivation by diversity
Practice Exercise

4. Planning and Managing Tasks and Resources

Discussion of resource planning challenges
Introduction to Managing by Objectives
Guidelines to monitor, gather data re performance
Reporting upwards, managing your manager
Guidelines re managing your own time
Guidelines re how to vary according to diversity?
Practice Exercise

5. Delegating

Pitfalls in delegating
How to, and how MUCH to, delegate?
Introduction of the Situational Leadership model
Discussion of how to treat staff … cadre or hired hand?
Introduction to the Delegation Triangle
Guidelines re how to vary according to diversity?
Practice Exercise

6. Coaching Each Diverse Team Member

Typical approaches and issues
Formal vs informal
Manager’s coaching plan
Introduction to the GROW model
Guidelines re how to vary coaching by diversity?
Practice Exercise

7. Getting Your Diverse Team to Work Together

Issues and challenges
Discussion of feasibility of teamwork across diverse teams?
Introduction to Belbin Team Roles
Guidelines re how to leverage diversity
Practice Exercise

8. Communicating with Your Diverse Team

Challenges in communicating across diversity
What to communicate, and when
Individual vs team communication
Role of technology
Guidelines re how to vary communication by diversity:
– by geographies, time zones
– by generation / age
– by culture
– by personalities
Guidelines for conducting meetings and tele-conferences
Strategies for communication
Practice Exercise

9. Conclusion

Revision of key topics and messages
Personal plans of action
Evaluations

Pre-requisites:

There are no specific pre-requisites for entry to the course or examination

Available In-house only, contact ALC to enquire about suitable dates.

The ways in which we live are changing dramatically through the interaction of powerful forces – the internet, the globalisation of business, the increasing rate of technological advancement. Many see these changes as the most significant since the invention of the printing press, with profound ramifications for society and business.

Increasingly, the spotlight is being cast on fundamental skills – management and communications – to ensure that these forces don’t get away from us but are harnessed to best effect.

In this challenging environment traditional approaches need to be revisited and updated. This new training program has been designed to comprehensively address the core communications skills needed by organisations in the 21st century.

Special Features

Intensive two-day format with limited class size and high-impact experiential learning techniques supported by practical exercises throughout.
Combines training with coaching plus individual feedback to maximise effectiveness of training.
Results oriented. The emphasis throughout is on acquiring tangible skills that can be immediately applied upon return to the workplace.
Learn through application. Each module consists of Awareness, Techniques, Practice and Application
Included – A useful checklist plus a laminated pocket guide for handy take-home reference

Over three days of intensive and interactive training you will learn key communication skills needed in order to maximise the effectiveness of their role within any organisation via:

Understanding the dynamics of the most common interaction situations
Development of frameworks and techniques to produce optimum outcomes
Add valuable techniques and skills
Practice, gain feedback, and learn to self-coach
Build confidence, enhance credibility, reputation, demand
Deliver greater value and improve career prospects

This course is designed for any:

Individuals who regularly interact, communicate, facilitate, moderate, understand, architect, present, persuade or engage with others
Managers and their teams seeking consistently professional, efficient and effective performance
IT and Technical professionals and anyone working in a technical environment who need to get ideas across and/or get their work done or accepted.
Subject matter experts / specialists interacting with customers or end users to design or develop effective solutions
Clients or end users interacting with subject matter experts/specialists, who seek outcomes aligned to their needs
Anyone striving for excellence in communication

1. Introduction

Become aware of your own successful communication skills. Understand what skills you want and need to develop for more confident, effective communication

Concepts of communication
One way communication style – inform & direct
Two way communication style – interact & advise
Multiculturalism
Introducing the Communications Iceberg – going beyond the tip of the iceberg to make a difference and create an impact

2. Questioning Techniques

Best practice questioning techniques to allow you to understand the real situation and avoid assumptions, miscommunication, conflict, dislike and resistance

Review the contribution of successful pioneers
Questioning styles and types
Importance of open questions
Effective questioning – guidelines
Applying the Communications Iceberg techniques
Checklist – guidelines for effective questioning

3. Listening Techniques

Become more confident, proactive and attentive in any given situation to achieve positive and valuable communication outcomes

Importance of listening
Barriers to effective listening
Filters for active listening
Effective listening – guidelines
Checklist – guidelines for effective listening

4. Interview Techniques

Application of questioning and listening techniques in any given situation for maximum value and optimal relationship development

Best practice interviewing skills
Planning techniques
Maintaining control with flexibility
Note-taking
Reflect understanding
Efficiently and effectively addressing the next action – proposal, requirements document, report, business solution
Checklist – guidelines for effective interviewing

5. Facilitation Techniques

Learn and apply the techniques applied by experts for constructive facilitation

Understanding different personality preferences
Understanding group dynamics
Planning for successful facilitation
Preparing the right facilitation environment
Best practice facilitation techniques
Using framing to start on a good note
Enable complete group participation
Collate input, create relevance & document output
Checklist – guidelines for effective facilitation

6. Meeting/Teleconference Techniques

Understand the key techniques and adopt the skills to perform better in all meetings – internal and external

Role of the chairperson
Role of the participant
Framing
Maintaining control
Maintaining interest and participation
Capturing input
Other issues – time zones, languages, etc
Checklist – guidelines for effective meetings & teleconferences

7. Written Communication Techniques

Know why, how, when and where to apply different writing techniques for improved recipient response

Understanding typical pitfalls & challenges
Inappropriate use of technical jargon
When it’s appropriate to use technical jargon
Writing for the recipient
Appropriate business writing formats
Checklist – guidelines for effective business writing

8. Public Relations

Be empowered and confident to communicate to create positive perceptions and improve credibility

Taking responsibility
Creating personal credibility
Positioning and promoting
You
Your services
Your business/department
Educate your expertise, externally
Checklist – guidelines for effective PR

9. Presentation Techniques

Apply best practice techniques to efficiently prepare and deliver an effective confident, presentation

Plan and structure your presentation
Get undivided attention
Sequencing – simple to complex
Become comfortable using animation and theatrics to present your solution or recommendation
Benefits, implications and consequences
Concluding and commitment
Checklist – guidelines for effective presentations

10. Case Study and Group Activity

Opportunity to rehearse these techniques with peers applied to a business situation

Making it practical and second nature
Continuous self-assessment & improvement

Pre-requisites:

There are no specific pre-requisites for entry to the course or examination

Course Delivery

Experiential Learning -Through active participation in this intense 2-day course you WILL communicate differently and more effectively! Features include:

Experiential learning with practical exercises throughout
Comprehensive – more than just individual ‘point solutions’ e.g. not just facilitation or presentation
Best-practice techniques applied to typical professional scenarios
Individual feedback plus work in small groups
Delivered by highly experienced trainers / consultants
Combines training plus coaching

Available In-house only, contact ALC to enquire about suitable dates.

As organisations continue to transform their processes and systems to meet increasing client demands, more and more value is required from the delivery of IT services. Internal consulting encompasses all service functions within the organisation, whether they are formally set up as consulting units mirroring external consultancies, whether they are individuals or informal groups who provide services to the rest of the organisation, or those who engage and manage external consultants.

In-house IT consultants, like their external counterparts, need a range of professional skills and frameworks in order to maximise their effectiveness and the value they contribute to the organisation – beyond dealing with purely technical matters.

Special Features

Intensive 3-day format with limited class size to maximise effectiveness of training.
High impact experiential learning techniques.
Latest best-practice consulting methods and developments from both the commercial and academic sectors.
Results oriented. The emphasis throughout is on achieving tangible results that can be immediately applied upon return to the workplace.
Business oriented case study to maximise relevance to IT departments and professionals

Course	Fees A$ Per Person
Managing Diverse Teams	$1600 + gst

Course	Fees A$ Per Person
Communications Excellence	$1600 + gst

Managing & Leading Diverse Teams: Course Contents

1. Introduction

2. Understanding Diversity

3. Motivating Each Member of Your Diverse Team

4. Planning and Managing Tasks and Resources

5. Delegating

6. Coaching Each Diverse Team Member

7. Getting Your Diverse Team to Work Together

8. Communicating with Your Diverse Team

9. Conclusion

Managing & Leading Diverse Teams: Dates and Fees

Managing & Leading Diverse Teams: Exams and Stuff

Pre-requisites:

Managing & Leading Diverse Teams: Sidebar Content

Communications Excellence: Course Overview

Special Features

Communications Excellence: Learning Outcomes

Communications Excellence: Who Should Attend

Communications Excellence: Course Contents

1. Introduction

2. Questioning Techniques

3. Listening Techniques

4. Interview Techniques

5. Facilitation Techniques

6. Meeting/Teleconference Techniques

7. Written Communication Techniques

8. Public Relations

9. Presentation Techniques

10. Case Study and Group Activity

Communications Excellence: Dates and Fees

Communications Excellence: Exams and Stuff

Pre-requisites:

Course Delivery

Communications Excellence: Sidebar Content

Internal Consulting Excellence: Course Overview

Special Features

1. Introduction

2. Understanding Diversity

3. Motivating Each Member of Your Diverse Team

4. Planning and Managing Tasks and Resources

5. Delegating

6. Coaching Each Diverse Team Member

7. Getting Your Diverse Team to Work Together

8. Communicating with Your Diverse Team

9. Conclusion

Pre-requisites:

Course

Fees A$ Per Person

Special Features

1. Introduction

2. Questioning Techniques

3. Listening Techniques

4. Interview Techniques

5. Facilitation Techniques

6. Meeting/Teleconference Techniques

7. Written Communication Techniques

8. Public Relations

9. Presentation Techniques

10. Case Study and Group Activity

Pre-requisites:

Course Delivery

Course

Fees A$ Per Person

Special Features