About the Course
Achieving successful working relationships with colleagues is not always easy. Many people fall into the trap of aggressive behaviour that results in antagonism. Others play a passive role and do not contribute with the confidence that is needed to reflect their talents. However, there is a balance where you can attain the best from colleagues, earn their respect and create a more constructive working atmosphere. By taking this middle-ground you can learn to be more assertive and project confident, positive self-image.
Course topics include
- Handle difficult situations and people more confidently and assertively
- Identifying the right social language to ensure your communication is heard
- Understand your personal style when dealing with difficult people or situations
- Identify the best approach to gain buy-in when dealing with colleagues and senior managers
- Deal with criticism, confrontation, anger, negativity and praise effectively and positively
- Overcome feelings of apprehension and liaise with colleagues in a more confident and productive manner
- Forge more productive working relationships and avoid offending or alienating others
Who should attend?
Anyone who may benefit from practical guidance on how to handle and manage a wide range of workplace situations, to contribute to organisational success with a more confident approach.
Past attendee testimonials
"Good reference material, very relatable scenarios and gret techniques for dealing with difficult people. I have learnt to utilize better questioning techniques on staff to achieve solutions for the business and myself".
Damien Holmes, Team Leader, SkyCity Entertainment Group
"The knowledge, experience and real-world examples of the presenter were invaluable. Keith is just superb! This is the second Bright*Star course I have attended and both were outstanding."
Richard Greaney, Infrastructure Support Manager, Massey University
"It was absolutely fantastic! I think this is a course everyone should take!"
Gloria Faaee, Front of House, Xero
“It was an amazing course; I am still buzzing with the simple techniques that Keith gave across to us. I have never been to a course where I have felt valued and part of the team. Keith had a way in which he was able to hold our attention for the whole course, the ideas he shared were so uplifting. I loved it".
Maree Woodhouse, Receptionist/ Administrator, Ballance Agri Nutrients Limited
“Keith presented a mine of information in an amusing, animated manner. A very relevant and practical workshop that presented a large number of psychological tools to use in the workplace to solve difficult people problems.” Mike Stockwell, Water & Waste Manager,Christchurch City Council
We would recommend the following course as the next step in your professional development
Understanding and overcoming fear of failure
- Identify your personal goals and develop case studies
- Understand the origins of fear of failure
- Learn how to never again feel intimidated
- Avoiding the hidden trap of trying to succeed
- The secret to permanently overcoming fear of failure
Individual activity: Completing assertiveness scoping questionnaires
Listening and hearing
- How we can listen without hearing
- Recognising the assertive power of skilled listening
- Learning the Lesson of the Fist
- Using the LEAP model to become a skilled listener
- Writing your way to powerful listening
Mini-skills development: Questioning and listening
Recognising and using the right interpersonal language
- Analysing the communication styles of others
- Avoiding being drawn into emotional arguments
- Quickly assessing the emotional states of other people
- Assessing your own communication style
- Learning how changing one word can ensure you are heard
Tapping the full power of the subconscious mind
- How the conscious and subconscious mind control our behaviour
- Recognising how we accidently become hypnotised to fail
- Re-wiring the brain to become assertive and self confident
- The Seven Rules for personal reprogramming
- Reprogramming others to overcome negative behaviours
- Flushing out negative, self-defeating messages
- Building a mental blueprint for success
Managing conflict and anger in the workplace
- The definition of a difficult person
- Identifying potential sources of conflict
- Understanding how anger is generated and sustained
- Effortless ways to dissolve worry and anger
- The hidden, non-verbal messages of anger
- Setting boundaries and managing conflict
Using assertiveness skills to increase your influence
- Understanding your ten personal assertiveness rights
- How to say ‘No’ in a non-confrontational way
- Effectively managing ‘guilt trips’ and ‘emotional blackmail’
- Defending your decisions effectively
- The non-assertive trick to control assertive people
Activity: Practicing assertiveness techniques
Dealing with criticism and demands
- Using questioning skills to fully understand the criticism and demands
- Differentiating between helpful and destructive criticism
- How to give or accept criticism positively and without conflict
- Responding to and managing aggression and bullying
- Encouraging self development by inviting constructive criticism
Confronting and resolving difficult or sensitive issues
- Planning the interaction
- Avoiding the ‘problem’ trap
- Communicating your needs in an assertive but sensitive manner
- Getting to the heart of the issue without probing
- Ensuring long term buy-in and commitment to a good outcome
- Simple tricks to becoming a relaxed public speaker
Activity: Applying the Seven Step model
Your ongoing assertiveness development
- Identifying areas for ongoing personal development
- Building a communication plan to use with superiors, colleagues, staff, friends and family
- Planning where you want to go in life
- Establishing your goals and a plan of action for implementation on your return to work
When it comes to training, Keith’s overriding passion is making psychology real and practical. People are often told what they should do (be more assertive, stop worrying, don’t get so uptight etc.) but they are seldom given any insight into why they are reacting the way they are or how to actually change. In his training Keith places a great deal of importance on understanding the individual needs of participants and then adapting his training to meet those needs. As a psychologist Keith is able to draw on a wide range of skills and research knowledge to provide a deeper understanding of behaviour. And above all, Keith places a great deal of importance on ensuring that the training experience is safe, enjoyable and stimulating. This aspect may be best illustrated by a complaint from a frontline staff member used to working outdoors that “Keith kept me awake for two whole days!”
After completing his psychology degree in 1974 Keith joined the Royal New Zealand Air Force as an industrial psychologist. During 12 years in the RNZAF, Keith was involved in a wide range of organisational and personnel psychology including such areas as selection test development, interviewing, training development, selection validation, personal counselling, large scale survey work and statistical analysis. Also during this time Keith represented the New Zealand Defence Forces in behavioural sciences projects with psychologists and researchers from the British, Canadian, Australian and American armed forces.
In 1986 Keith became a director of a psychological consultancy employing registered psychologists of various disciplines: clinical, forensic and industrial. Among the numerous organisations he has worked with, both national and international, Keith is recognised for his executive assessment work and in particular for his extensive knowledge of interview techniques, testing and test development. Large scale survey research work also remains a focus, as does staff training, organisational development, career related counselling. He is also the developer of Selector-PA, E-Profiler and Career-Step computer programmes for employee selection and management.
Keith is a registered psychologist and coordinator of the industrial/organisational special interest group for the Occupational Division for the New Zealand Psychological Society and Human Resource Institute of New Zealand.
2+ delegates $500 Off applies to this event:
|Dates||Location||Super saver price*||Last minute price|
|13 - 14 Oct, 2016||Wellington||$1995 + GST|
(SS Date: 18 Aug, 2016)
|$2295 + GST|
* Super saver price available when you register and pay before the end of the day on the dates listed.
Please note that a 2.5% surcharge applies to credit card payments on top of your total amount.