Business Etiquette - Microsoft · PDF fileBusiness Etiquette Training Change ... Gain valuable insight into international etiquette. ... Develop strategies for leading change project

"No culture can live if it attempts to be exclusive."

Culture ChangeCourses

Professional Development Training has a specialised division of Culture Changeexperts that will tailor the delivery of any of the courses to be specific to yoursituation and learning needs

Culture Change Courses

Business EtiquetteTraining

Change Management Training Email Etiquette Training

Team Building Training Making the most of being Mentored Communicating Across CulturesTraining

Team Communication Dealing With Difficult People in theWorkplace

Business Ethics Training

Cultural Improvement is an Essential Skillin Today's World

Professional Development Training has a specialised division of Culture Change experts that willtailor the delivery of any of the courses to be specific to your situation and learning needs. Our extensive curriculum in Culture Change, outstanding depth of trainers across the countryand diverse range of industry experience means that pd training is the best choice for CultureChange courses. pd training will exceed your expectations and help you achieve the results you are seeking.

Creating a professional and favorable impression with a client, a business partner, or a superior requires specificknowledge on how to politely converse, introduce others, invite others, etc. In a multi-cultural setting, it is important tomake preparations to engage every person successfully.The pdtraining Business Etiquette & Professional Conduct Training Course offers practical techniques to create animpression and build rapport with others in business meetings, over the phone, in writing emails, and in semi-professional gatherings.This practical and engaging training course is available now throughout Nigeria, including Lagos.Please click on the Public Class tab below to view our Business Etiquette & Professional Conduct Training courseschedule by city or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

Business Etiquette Training Outline

Foreword:Professional conduct and good business etiquette have never been more important. Traditional structures andcommunication is changing, however etiquette and professionalism are still important within the business and withexternal clients.

Outcomes:

By the end of this training course, participants will:

Understand what etiquette is & why it's importantLearn strong, professional social skills including:

effective introductionscreating a good first impression with the "3 C's"minimize nervousness in social situationsmaster the art of memorizing nameslearn the 3 steps to effective handshakesenumerate the 4 levels of conversationunderstand place settings, napkin etiquette & basic table mannersunderstand the protocol for ordering in a restaurant, handling alcohol during a business meal, paying the bill &tipping

Master professional office conduct including:etiquette in relation to open plan & cubicle environmentsworking out of the officedo's and don'ts in meetingseating at work

Master the fundamentals of email etiquetteAcquire telephone etiquette fundamentalsLearn how to dress for successGain valuable insight into international etiquette

Business Etiquette & Professional Conduct Course -Lesson 1Networking for Success

Creating an Effective IntroductionMaking a Great First ImpressionMinimizing NervousnessUsing Business Cards EffectivelyRemembering Names

Business Etiquette & Professional Conduct Course -Lesson 6Eating Out

Ordering in a RestaurantAbout Alcoholic BeveragesPaying the BillTipping

Business Etiquette & Professional Conduct Course -Lesson 2Professional Introductions

The three-step processThe four levels of conversationThe Handshake

Business Etiquette & Professional Conduct Course -Lesson 7Telephone Etiquette

Developing an Appropriate GreetingDealing with Voice MailMobile Phone Do's and Don'ts

Business Etiquette & Professional Conduct Course -Lesson 3Professional Office Conduct

Open Plan and Cubicle environmentsWorking out of the officeEating at WorkMeeting Do's and Don'ts

Business Etiquette & Professional Conduct Course -Lesson 8The Written Letter

Thank You NotesFormal LettersInformal Letters

Business Etiquette & Professional Conduct Course -Lesson 4Business Email Etiquette

Professionalism & emailsProper and improper use for forwarding and CCGrammar, flaming and netiquetteTop 5 technology tips

Business Etiquette & Professional Conduct Course -Lesson 9Dressing for Success

The Meaning of ColorsInterpreting Common Dress CodesDeciding what to Wear

Business Etiquette & Professional Conduct Course -Lesson 5Business E-Mail Etiquette

Addressing your MessageGrammar and AcronymsTop Five Technology Tips

Business Etiquette & Professional Conduct Course -Lesson 10International Etiquette

General RulesImportant PointsPreparation Tips

Web Links:

View this course online: http://pdtraining.com.ng/courses/business-etiquette-training

In-house Training Instant Quote: http://pdtraining.com.ng/bookings/inhouseex1/quoterequestex1a.aspx

Public Classes - Enrol Now! http://pdtraining.com.ng/bookings/publicclassbooking.aspx?courseid=5

http://pdtraining.com.ng/courses/business-etiquette-training

http://pdtraining.com.ng/bookings/inhouseex1/quoterequestex1a.aspx

http://pdtraining.com.ng/bookings/publicclassbooking.aspx?courseid=5

Change should be embraced and used for the growth of any organization. Internal changes must be implemented afterthe creation of new strategy, or shift in human resource planning. However, most organizations are not prepared forinternal changes to policies or external strategies. An organization that plans and prepares for change is better able toovercome these challenges.The pdtraining Change Management Training Course provides training in each step of the planning, preparation andimplementation stages of a change to allow organizations to grow steadily in spite of constant changes caused by bothinternal and external forces.This practical and engaging training course is available now throughout Nigeria, including Lagos.Please click on the Public Class tab below to view our Change Management Training course schedule by city or click theIn-House Training tab to receive a free quote for courses delivered at your preferred location.

Change Management Training Outline

Foreword:Change is no longer a choice. Organizations wishing to be successful can no longer afford to view change as a periodicactivity but change must be embedded in the culture of the organizations.This course will help develop the skills and knowledge required to promote the use and implementation of innovativework practices to effect and manage changes so there is minimal work place disruption.

Outcomes:

By the end of this course, participants will be able to:

Prepare an effective change management strategyDemonstrate strategies for building support for the planned changeUse WIIFM (the individual motivators for change) effectivelyAcknowledge everybody's personal change journeyDevelop a change management & communications planDevelop strategies for leading change project status meetings, how to celebrate a successful change and sharing theresults & benefits of the changeUse the four states of Appreciative Inquiry (AI) effectivelyApply strategies for aligning people with change, appealing to emotions & factsDescribe the importance of resiliency in the context of changeImplement strategies to foster resiliencyDescribe the importance of flexibility in the context of changeDevelop strategies to foster flexibility

Change Management Training Course - Lesson 1Preparing for Change

Defining your strategyBuilding the team

Change Management Training Course - Lesson 6Making it all Worthwhile

Leading status meetingsCelebrating successesSharing the results and benefits

Change Management Training Course - Lesson 2Identifying the WIIFM

What's in it for me?Building support

Change Management Training Course - Lesson 7Using Appreciative Inquiry

The four stagesThe purpose of AIExamples and case studies

Change Management Training Course - Lesson 3Understanding Cycle of Emotions for the Individual

DenialAvoidancePassive acceptanceChallengedCommitted

Change Management Training Course - Lesson 8Bringing People to your Side

A dash of emotionPlenty of factsBringing it all together

Change Management Training Course - Lesson 4Managing the Change

Developing a change management planDeveloping a communication planImplementing the plans

Change Management Training Course - Lesson 9Building Resiliency

What is resiliency?Why is it important?Five easy steps for the leader and individual

Change Management Training Course - Lesson 5Gaining Support

Gathering dataAddressing concerns and issuesEvaluating and adapting

Change Management Training Course - Lesson 10Building Flexibility

What is flexibility?Why is it important?Five easy steps for the leader and individual

Web Links:

View this course online: http://pdtraining.com.ng/courses/change-management-training



http://pdtraining.com.ng/courses/change-management-training



When sending professional emails, not only grammar, but the structure, voice, content, subject line, and salutation alsomatter. The use of the carbon copy and blind carbon copy, privacy laws, cyber-language restrictions, netiquette, andcompany rules regarding emails must be considered to create flawless business emails.The pdtraining Email Etiquette Training Course provides knowledge building and training in all aspects of email so thatperfect professional emails can be created and shared.This practical and engaging training course is available now throughout Nigeria, including Lagos.Please click on the Public Class tab below to view our Email Etiquette Training course schedule by city or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

Email Etiquette Training Outline

Foreword:In an increasingly knowledge-based economy, it is critical that information is widely accessible and able to be utilizedeffectively in the workplace. It is also vital that organizations develop policies to guide employees on the correct use ofonline communications. These should cover issues such as privacy, personal use, monitoring, downloading of content,access by third parties and illegal use of the Internet.

Outcomes:

By the end of this course, participants will:

Develop a heightened awareness of the potential perils of digital communicationMaster effective email structures to achieve clarity and successful communicationLearn to write for the reader, starting with effective subject linesMake the most of 'email estate'Carefully consider the email recipientsLearn to work within principles or 'rules of thumb' to ensure professional, clear & effective emailsPerfect grammar because it mattersFormat messages for readabilityLearn to write professionally and brand Broadcast emailsLearn to avoid senders regret by proof readingUnderstand 'netiquette'Master the inbox using some core principles and email functions

Email Etiquette Training Course - Lesson 1Introduction

Evaluate your Email usageWorkshop Objectives

Email Etiquette Training Course - Lesson 7Broadcast Emails

BrandingImportance of Branding and consistent subjectheadings

Email Etiquette Training Course - Lesson 2Introduction to Email Etiquette

Email is never secureBig brother may be reading over your electronic shoulderProductivity is lost when cyber-slackers log onEmail misuse and abuse may get you firedEmail can be embarrassingEmail abuse impacts revenues and also reputationsEmail is easily misinterpreted

Email Etiquette Training Course - Lesson 8Proofreading Does Pay

A Proofreading PrimerHow Peer Review Can Help

Email Etiquette Training Course - Lesson 3Create Structure for Success

Forward-To-CC-BCCUrgent! High Importance Low ImportanceSubjectSalutationIntroduction – Body – ConclusionSignatureDraftTime Delays

Email Etiquette Training Course - Lesson 9Polishing Your Cybermanners

Watch your CyberlanguageAvoiding Sexist LanguageSet the Right ToneDodging Conversational PitfallsExtinguishing Flames

Email Etiquette Training Course - Lesson 4Rules of Thumb

Effective Subject lines: Tell me up front what you wantfrom me1 page view onlyAverage 15 words per sentenceAs short as possible – no extra words2 – 3 lines per paragraph

Email Etiquette Training Course - Lesson 10Netiquette Guidelines

Reviewing Netiquette GuidelinesNetiquette Guidelines for Managers

Email Etiquette Training Course - Lesson 5Grammar Perfect

Using spellcheckerCheck for simple sentencesUse the Active VoiceUse of punctuationUse of emoticonsUse of text talk

Email Etiquette Training Course - Lesson 11Managing Email Overload

Controlling your Inbox Clutter

Email Etiquette Training Course - Lesson 6Formatting your Email Message

Email StyleWriting the EmailSelecting your format settingsChoose the Right FontSelect Appropriate ColorsEnhancing ReadabilityResist the urge to use All Upper – or Lowercase LettersArranging Text into Vertical ListsSending Attachments with Care

Email Etiquette Training Course - Lesson 12Examples

The GoodThe BadThe Ugly

Web Links:

View this course online: http://pdtraining.com.ng/courses/email-etiquette-training-course



http://pdtraining.com.ng/courses/email-etiquette-training-course



Team Building is designed to improve team performance, raise moral and create highly motivated staff members. Theability to successfully manage a cohesive, happy and high-performing team will consistently help you achieve yourorganization’s required goals.The pdtraining Team Building Training Course teaches participants how to develop strategies for leading diverse teams,brainstorming, managing virtual team members, techniques for ensuring effective and productive team meetings, leadingvs following and much more!This practical and engaging training course is available now throughout Nigeria, including Lagos.Please click on the Public Class tab below to view our Team Building Training course schedule by city or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

Team Building Training Outline

Foreword:An increasing number of organisations are relying on teams – project teams, product development teams, virtual teams,and autonomous working teams to compete in a rapidly changing domestic and global market. The reason for this is theability of teams to perform at high levels and adapt quickly to escalating demands. Hence in today’s professionalenvironment, more than ever, there is great emphasis placed on team leadership skills, team communication skills andteam management styles.Team effectiveness is enhanced by a team’s commitment to reflect and perform on-going evaluation. In addition toevaluating accomplishments in terms of meeting specific goals, for teams to be high-performing it is essential for them tounderstand their development as a team.Hence team members need to constantly sharpen their skills as team initiatives often fail due to improperimplementation, conflict and competition. Team Leadership Skills are essential to maintain development and cohesion inthe group.This Team Leadership Training Program will help arm Team Leaders with the skills to create and maintain successfulteams.

Outcomes:Learn to identify the different types of teams & develop different strategies for leading themRecognise the different team development stages and behavioursMaster techniques to manage teams at each stage of development, known as Forming, Storming, Norming,Performing & AdjourningDevelop a range of great team building activitiesGain strategies & techniques to ensure effective & productive team meetingsDevelop great team problem solving & facilitation skillsLearn techniques to foster teamwork & create a supportive team culture

Team Building Training Course - Lesson 1Defining Success

What is a team?Factors for successAn overview of Tuckman and Jensen's Four-Phase Model

Team Building Training Course - Lesson 2Types of Teams

The traditional teamSelf-Direct teamsE-Teams

Team Building Training Course - Lesson 3The First Stage of Team Development - Forming

The Hallmarks of this stageWhat to do as a leaderWhat to do as a follower

Team Building Training Course - Lesson 4The Second Stage of Team Development - Storming


Team Building Training Course - Lesson 5The Third Stage of Team Development - Norming

The hallmarks of this stageWhat to do as a leaderWhat to do as a follower

Team Building Training Course - Lesson 6The Fourth Stage of Team Development - Performing


Team Building Training Course - Lesson 7Team Building Activities

The benefits and disadvantagesTeam building activities that won't make people cringeChoosing a location for team building

Team Building Training Course - Lesson 8Making the Most of Team Meetings

Setting the time and placeTry the 50-Minute meetingUsing celebrations of all sizes

Team Building Training Course - Lesson 9Solving Problems as a Team

The Six Thinking HatsEncouraging brainstormingBuilding consensus

Team Building Training Course - Lesson 10Encouraging Teamwork

Some things to doSome things to avoidSome things to consider

Web Links:

View this course online: http://pdtraining.com.ng/courses/team-leadership-training-courses



http://pdtraining.com.ng/courses/team-leadership-training-courses



To be an effective mentee, whether it is formal or informal, requires the ability to identify an appropriate mentor whilebeing open to criticism and implementing suggested changes as required.The pdtraining Making the Most of Being Mentored Training course was developed for mentees and ensures that anymentorship program is successful and rewarding by teaching the mentee how to find a mentor, how to build a strongrelationship and put the mentor's knowledge to work in a meaningful way.This practical and engaging training course is available now throughout Nigeria, including Lagos.Please click on the Public Class tab below to view our Making the Most of Being Mentored Training course schedule bycity or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

Making the most of being Mentored Outline

Foreword:As skilled, educated and motivated as you are, learning from someone who knows the ins and outs of your organizationand your industry can be a powerful business asset. But the responsibility to find that person, build a strong relationship,and put your knowledge to work starts with you. Learn how to create and maintain a mutually rewarding mentor/menteerelationship.

Outcomes:Know why a mentoring relationship is beneficial to the mentee, the mentor, the organisation and even to friends andfamilyUnderstand the responsibilities of mentees in managing their own personal development and career growthMaster the skills needed for fostering successful mentoring partnershipsProvide guidance on building and maintaining productive mentoring relationshipsIdentify techniques for maximising resultsLearn new skills that contribute to the success of the organisation

Making the Most of Being Mentored Training Course -Lesson 1The Heart of the Mentoring Relationship

The Trio DefinitionsThe Benefits of Being MentoredMentoring in the PastMentoring TodayThe Trend ContinuesMentor-Mentee MutualityThe Essence of MentoringRealizing PotentialThe Mentoring CommitmentPart Summary

Making the Most of Being Mentored Training Course -Lesson 2The Proactive Mentee

The Proactive MenteeThe Mentee as CollaboratorInviting a Mentor to CollaborateManaging Your Own DevelopmentOur Own Motivation & Sense of Self-DeterminationThe Value of Being an Active LearnerMaking a Habit of Lifelong LearningCreating a Flexible Life PlanShifting Your Mental ContextStaying FlexiblePart Summary

Making the Most of Being Mentored Training Course -Lesson 3Seven Critical Mentee Skills

Identifying Effective Mentee SkillsSkill 1: Ask Productive QuestionsSkill 2: Develop Triple-Level Listening SkillsSkill 3: Use Trust as Your GlueSkill 4: Overcome the Awe FactorSkill 5: Resolve or Manage DifferencesSkill 6: Capture the Gifts of LearningSkill 7: Internalize the LearningPart Summary

Making the Most of Being Mentored Training Course -Lesson 4Building a Productive Relationship

Build a Productive RelationshipForm the Mentoring RelationshipCreate Guiding PrinciplesEstablish Procedures for MeetingsThe Spectrum of Mentor & Mentee InteractionsThe Evolution of the PartnershipTypes of Mentoring RelationshipsAlign ExpectationsGiving Back: Balancing the RelationshipThe Emergent Property: SynergyPart Summary

Making the Most of Being Mentored Training Course -Lesson 5Fine Tuning & Transitioning the MentoringRelationship

Creating Balance in Your LifeIdentifying and Using Learning StylesWorkplace Diversity: Gaining a New PerspectiveEmbracing ChangeOvercoming Inertia in the OrganisationTransitioning / Ending the RelationshipPart Summary

Making the Most of Being Mentored Training Course -Lesson 6Conclusion

Course reviewPlanning engagement with your mentorPost Course assessment if required

Web Links:

View this course online: http://pdtraining.com.ng/courses/making-the-most-of-being-mentored



http://pdtraining.com.ng/courses/making-the-most-of-being-mentored



Due to globalization, working environments have changed. To gain a competitive edge, organizations are implementingcultural work practices that integrate people from different cultures.The pdtraining Communicating Across Cultures Training Course assists in understanding foreign cultures, teach ways toovercome cultural barriers, methods to avoid conflicts and discomfort, and find common ground. The course trains you tocommunicate effectively in meetings, on the telephone and through emails. Developing skills in breaking cultural barriersand building healthy relationships will help you to feel at home even when you are away.This practical and engaging training course is available now throughout Nigeria, including Lagos.Please click on the Public Class tab below to view our Communicating Across Cultures Training course schedule by cityor click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

Communicating Across Cultures Training Outline

Foreword:Most attitudes and behaviors are conditioned by culture—values, assumptions and perceptions that are instilled early onin life and are expressed in the way we behave and interact. As these differences are so deep and intuitive, they caneasily lead to misunderstanding and miscommunication.Nowhere can this be more detrimental than in an international/multicultural workplace, where misunderstandings basedon culture can make or break lucrative business deals, international mergers and any other type of cross-culturalrelationship.During this training course, participants will develop an increased awareness of the skills necessary for cross-culturalinteraction, including the secrets of communication, building personal credibility, delivering positive and negativefeedback, improving listening skills, dealing with difficult people, handling negative situations, overcoming objections andmore.

Outcomes:

By the end of this training course, participants will:

Examine cultural diversityIdentify methods of communicating effectively and appropriately with people from different culturesDescribe cultural differences in business protocolIdentify methods for creating high-performing, cross-cultural teamsDescribe strategies for conducting successful multicultural negotiationsExplore ways of effectively resolving conflict in other cultures

IntroductionCourse Objectives

Communicating Across Cultures Training Course - Lesson 1Section 1: Communicating Across Cultures

TOPIC A – Recognize Cultural DifferencesRole of Status in Different CulturesThe Role of the IndividualHigh-Context and Low-Context CulturesHow to Recognize Cultural DifferencesDISCOVERY ACTIVITY 1-1 Respecting Differences inStatusDISCOVERY ACTIVITY 1-2 Respecting Differences inStatus

TOPIC B – Communicate in Other CulturesThe Role of English in Business RelationsDISCOVERY ACTIVITY 1-3 Communicating in OtherCulturesDISCOVERY ACTIVITY 1-4 Communicating in OtherCultures

TOPIC C – Follow Business Protocol in Other CulturesRole of the TranslatorTime ExpectationsHow to Follow Business Protocol in Other CulturesDISCOVERY ACTIVITY 1-5 Following Business Protocolin Other CulturesDISCOVERY ACTIVITY 1-6 Following Business Protocolin Other Cultures

TOPIC D – The Written Laws and the Unwritten LawsGetting to Know Legal and Social LawsLearning their Greetings and PartingsTaking Hints from Nonverbal CommunicationCultural Diversity within a CountryPhysical ContactLesson 1 Follow–up

Communicating Across Cultures Training Course -Lesson 2Section 2: Working with Other Cultures

TOPIC A – Work in Teams in Other CulturesDecision MakingDiscovery Activity 2-1 – Working in Teams inOther CulturesDiscovery Activity 2-2 Working with Teams inOther Cultures

TOPIC B – Negotiate in Other CulturesTypes of NegotiationDISCOVERY ACTIVITY 2-3 – Negotiating inOther CulturesDISCOVERY ACTIVITY 2-4 – Negotiating inOther Cultures

TOPIC C – Resolve Conflict in Other CulturesHow to Resolve Conflict in Other CulturesDISCOVERY ACTIVITY 2-5 Resolving Conflict inOther CulturesDISCOVERY ACTIVITY 2-6 Resolving Conflict inOther Cultures

TOPIC D – Uses of Small Talk in a MulticulturalSetting

Exploring a Culture through Arts and SciencesSmall Talk for Establishing RelationshipsUse of Small Talk for Establishing RelationshipsSmall Talk for Gaining Comfort Level

Course Wrap–Up

Web Links:

View this course online: http://pdtraining.com.ng/courses/communicating-across-cultures-training-course



http://pdtraining.com.ng/courses/communicating-across-cultures-training-course



Teams are an important building block of successful organisations. Whether the focus is on service, quality, cost, value,speed, efficiency, performance, or other similar goals, teams are the basic unit that supports most organisations.With teams at the core of corporate strategy, your success as an organisation can often depend on how you and otherteam members work together. How are your problem-solving skills? Is the team enthusiastic and motivated to do itsbest? Do you work well together?The pdtraining Team Communication Training course is now available throughout Nigeria, including Lagos.Please click on the Public Class tab below to view our Team Communication Training course schedule by city or click theIn-House Training tab to receive a free quote for courses delivered at your preferred location.

Team Communication Outline

Foreword:Teams are an important building block of successful organisations. Whether the focus is on service, quality, cost, value,speed, efficiency, performance, or other similar goals, teams are the basic unit that supports most organisations.With teams at the core of corporate strategy, your success as an organisation can often depend on how well you andother team members operate together. How are your problem-solving skills? Is the team enthusiastic and motivated to doits best? Do you work well together?This 1/2-day course can help you get there!

Outcomes:By the end of this course, participants will be able to:

Understand the value of working as a teamDevelop team norms, ground rules, and team contractsIdentify your team player style and how it can be used effectively with your own teamBuild team trustIdentify the stages of team development and how to help a team move through themRecognise the critical role that communication skills will play in building and maintaining a team atmosphereIdentify ways that team members can be involved and grow in a team setting

Better Team Communication Training Course - Lesson 1Getting Started

The Parking LotWorkshop ObjectivesAction Plans & Evaluations

Better Team Communication Training Course - Lesson 2Defining Teams

Making the GradeLooking Into OurselvesDebrief

Better Team Communication Training Course - Lesson 3Establishing Team Norms

Characteristics of TeamsGround RulesTeam Contracts

Better Team Communication Training Course - Lesson 4Working as a Team

Putting it Into PerspectiveNo Need for Black & White ThinkingDegrees of Support

Better Team Communication Training Course - Lesson 5Your Team Player Type

What's Your Team Player Type?What Does it Mean To Have a Number?My Team Style

Better Team Communication Training Course - Lesson 6Building Team Trust

Why is Trust Important?Building Trust

Better Team Communication Training Course - Lesson 7The Stages of Team Development

FormingStormingNormingPerformingAdjourningForming an Effective TeamMaking Connections

Better Team Communication Training Course - Lesson 8Team Building with TORI

What Does TORI Mean?

Better Team Communication Training Course - Lesson 9Communication

Defining CommunicationListening Skills

Better Team Communication Training Course - Lesson 10Becoming a Good Team Player

Attitude is Everything!

Web Links:

View this course online: http://pdtraining.com.ng/courses/team-communication-course



http://pdtraining.com.ng/courses/team-communication-course



To be successful in dealing with personal conflicts in the workplace you must learn to first understand human behavior,reflect on its causes and know how certain behaviors impact others. Knowing how to approach difficult people with anunderstanding of these drivers will help you to overcome negativity by utilizing positivity. Whether its dealing with difficultcustomers, staff or management, anyone will benefit from the skills taught in this course.The pdtraining Dealing with Difficult People in the Workplace course provides you with the tools, techniques and anunderstanding that will empower you with the ability to deal with difficult people in an appropriate manner.This practical and engaging training course is available now throughout Nigeria, including Lagos.Please click on the Public Class tab below to view our Dealing with Difficult People in the Workplace course schedule bycity or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

Dealing With Difficult People in the Workplace Outline

Foreword:During the training course, participants learn how to approach difficult people, understand and influence them so that asuccessful resolution can be achieved without negativity and damage.The course includes training in recognizing attitudes and actions that impact others, using effective techniques to dealwith difficult people, using tools to deal with anger, developing coping strategies, understanding motives and behaviors,and more.

Outcomes:After completing this course, participants will have learned to:

See conflict as communicationBenefit from a confrontationPrevent problemsGet focusedDeal with theirs and others’ angerDeal with problemsUnderstand and use the three step conflict resolution modelChange yourself depending on the situationUnderstand people’s behaviors and motivesDe-stress when things get uglyIdentify causes of difficult behaviorCounter negativity with positivityDiscuss problems in groupsUse assertive angerPlan and practice to handle difficult situations successfully

Dealing with Difficult People in the Workplace - Lesson 1Getting Started

IcebreakerPre-Assignment ReviewWorkshop Objectives

Dealing with Difficult People in the Workplace - Lesson 2Conflict as Communication

Defining ConflictSelf-Assessment

Dealing with Difficult People in the Workplace - Lesson 3Benefits of Confrontation

To Talk or Not to TalkDetermining Your InvolvementReciprocal Relationships

Dealing with Difficult People in the Workplace - Lesson 4Preventing Problems

The Importance of EmpathyDangerous Misconceptions

Dealing with Difficult People in the Workplace - Lesson 5Getting Focused

Getting to the Heart of the MatterThe Three F's

Dealing with Difficult People in the Workplace - Lesson 6Managing Anger

Coping StrategiesGuidelines for Assertive Anger

Dealing with Difficult People in the Workplace - Lesson 7Dealing with Problems

Dealing with ProblemsCauses of Difficult Behavior

Dealing with Difficult People in the Workplace - Lesson 8The Three-Step Conflict Resolution Model

The Three-Step ModelGetting the Hang of Things

Dealing with Difficult People in the Workplace - Lesson 9Practice Makes Pretty Good

Making Connections

Dealing with Difficult People in the Workplace - Lesson 10Changing Yourself

Negative vs. Positive InteractionsDealing with Negative Feelings

Dealing with Difficult People in the Workplace - Lesson 11Why Don't People Do What They Are Supposed To?

The Big Questions

Dealing with Difficult People in the Workplace - Lesson 12De-Stress Options to Use When Things Get Ugly

Belly BreathingVisualizeMusicAcupressure and MassageLaughterGeneral Coping Thoughts When Things Get Messy

Web Links:

View this course online: http://pdtraining.com.ng/courses/dealing-with-difficult-people-in-the-workplace-course



http://pdtraining.com.ng/courses/dealing-with-difficult-people-in-the-workplace-course



A business’ ethics ensures that employees will understand the goals and expectations in an organization. Ethicsdetermine the “rules of the road” for a particular entity, so it’s imperative to communicate the ethics staff should follow ina way that makes sense at all organizational levels.The pdtraining Business Ethics Training Course teaches how to implement ethical management, goal setting,organization, and identification and managing of responsibilities. This course provides you with the knowledge and skillbuilding techniques that allows the successful building and management of a business ethics platform.This practical and engaging training course is available now throughout Nigeria, including Lagos.Please click on the Public Class tab below to view our Business Ethics Training course schedule by city or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

Business Ethics Training Outline

Foreword:Every day key decisions are made about how resources are used and consumed in the enterprise. The ethical imperativeis to ensure that resources are used in the most appropriate way within the context of the organization and the broadercontext of the organization in the community.Ethics should maintain a positive effect on the employees surroundings, creating an atmosphere of decision making thatfosters help and not harm. This course will pose a series of questions that will form the basis of a practical ethicalframework.

Outcomes:In this course participants will:

Understand what 'business ethics' isLearn how to make ethical decisionsReceive practical tools to implement ethics in the workplaceUnderstand employee rights to enable and create privacy, harassment & technology policiesUnderstand your business & social responsibilitiesLearn how to balance personal and organization ethicsLearn when to "blow the whistle"Be able to identify unethical behaviors

Business Ethics Training Course - Lesson 1Getting Started

Workshop ObjectivesAction Plans and Evaluation FormsModule Two: What is Ethics?What Is Business Ethics?10 Benefits of Managing EthicsCase Study

Business Ethics Training Course - Lesson 6Public Speaking

Criteria and RiskThe ProcessWhen You Should “Blow the Whistle”

Business Ethics Training Course - Lesson 2Pre-Assignment Review

BenefitsGuidelines for Managing Ethics in the WorkplaceRoles and Responsibilities

Business Ethics Training Course - Lesson 7Trade Shows

Ethical ManagementIdentifying the CharacteristicsEnsuring Ethical Behavior

Business Ethics Training Course - Lesson 3Targeting Your Market

Privacy PoliciesHarassment IssuesTechnology

Business Ethics Training Course - Lesson 8Regaining Lost Accounts

Recognize & IdentifyPreventingAddressingInterventions

Business Ethics Training Course - Lesson 4The Prospect Dashboard

Identifying Types of ResponsibilitiesCase StudyHandling Conflicting Social and Business ResponsibilitiesCase Study

Business Ethics Training Course - Lesson 9Warming Up Cold Calls

Organization BasicsAddressing the NeedsEthical Principles

Business Ethics Training Course - Lesson 5Setting Goals

The BasicsBalancing Personal and Organizational EthicsCommon DilemmasMaking Ethical DecisionsOvercoming Obstacles

Business Ethics Training Course - Lesson 10The 80/20 Rule

Ethical SafeguardsDeveloping a Code of EthicsPerforming an Internal Ethics AuditUpholding the Ethics Program

Web Links:

View this course online: http://pdtraining.com.ng/courses/business-ethics-training-course-course



http://pdtraining.com.ng/courses/business-ethics-training-course-course



Business Etiquette - Microsoft · PDF fileBusiness Etiquette Training Change ... Gain valuable insight into international etiquette. ... Develop strategies for leading change project

Documents