Influencing SkillsOverviewIn order to deliver what
is expected of you, technical competence in your respective area of
responsibility is key. However, you should never lose sight of the need to
develop, where appropriate, your interpersonal competence in areas such as
communication, listening, feedback and coaching as they all contribute
significantly to what you achieve and the way in which you achieve it -
underpinning your technical competence. Personal Impact & Influencing is a
key interpersonal skill for both front line and support staff, which can
be used to improve your communications with customers, both internal and
external.
ObjectivesThis course will provide you with
practical guidance on how to influence and persuade others through the use
of appropriate behaviours. It will lay the foundations for improving
levels of self-confidence in the workplace and for developing influencing
strategies to resolve future work-based problems.
By the end of this
course, you will be able to:
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state the benefits of being able to successfully influence people and
events
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identify the differences between submissive, aggressive and assertive
behaviour
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demonstrate the effective use of communication, listening and
questioning skills in support of influencing
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begin to use assertive behaviour and supporting techniques to help you
to deal with criticism, confrontation and anger in the workplace
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develop influencing strategies to resolve future work-based problems
To support the achievement of the above, you will have the opportunity to
practise and develop your practical skills using a number of small group,
paired and individual exercises. You will also be encouraged to develop a
personal action plan to support your continued learning back in the
workplace.
Duration1 full day
Key Areas Covered
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Why do people resist change?
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Difficult people to influence and their impact on you and the business.
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Relationship between Influencing & Selling:
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good and bad sales people - which one are you?
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the decision to buy is based on...
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the five C's of effective selling/influencing
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An assertive approach to dealing with conflict - what is 'Assertive'
behaviour and how does it differ from submissive and aggressive
behaviour?
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Ensuring that people remember you and your message for the right
reasons - the impact of effective communications on your ability to
influence.
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what is said; the words used
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the way it is said; the tone of voice
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how the person looks; the body language
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questioning and listening skills
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Building rapport - a four step approach.
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Techniques that can be used to support assertive behaviour.
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being honest about what is relevant
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sticking to the bottom line - the 'Instant Replay' technique
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negotiation as equals - an introduction to negotiation
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Action planning.
