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1. Module 1: Understanding Ourselves and Others
   What makes us behave the way we do?
   How can we understand which parts of this behaviour is acceptable – is required by our role in the business – and which parts are not acceptable?
   Feedback: how do others see and relate to us?
   Module 2: Communication
   How do we communicate with others?
   What are the advantages / disadvantages of the various communications media?
   What do we mean by Effective Communication and how do we achieve it?
   Our respective thinking and learning styles and how they can be applied to our day-to-day work
   Module 3: Emotional Intelligence
   Emotions and their consequences
   The importance of understanding our “EQ” (as opposed to the more-standard IQ)
   The five stages of Goleman’s Emotional Intelligence model:
   Self-Awareness
   Self-Management
   Motivation
   Empathy
   Social Skills
   Module 4: Delegation
   What is Delegation?
   The Stages of Delegation
   Module 5: Transactional Analysis
   Why do we act / react in a certain way to colleagues and customers?
   How can we build rapport with colleagues and customers?
   What are the benefits of “True Rapport” in our inter-personal relationships?
   Module 6: Stakeholder Management
   Satisfying Stakeholders
   Stakeholder Analysis: internal and external stakeholders
   Module 7: Dealing with Change
   The 9 key change principles
   The emotional reactions to change
   Resistance to change – and the benefits of resistance
   Module 8: Handling Conflict
   What causes conflict?
   The Phases of Conflict Handling
   Understanding the Conflict
   Understanding your / the other person’s position in the conflict
   Resolving the Conflict
   Kilmann’s Five Conflict-Handling Modes – and how to apply them
   Bridging the Gap