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Overall
Objective
How
to influence others from a “non-authority” position. Getting along
with others and pro-actively developing rapport with them. Building
cooperative relationships.
Module Objectives
One-to-One - Communicating
for Success
Using appropriate interactive skills in the process of transferring information, ideas, understanding, or feelings between individuals
in one-to-one situations groups. Effectively putting across information, concepts or ideas to others.
Coaching
Assisting individuals or a team in their development as they work towards achieving agreed outcomes. It involves giving guidance and direction, and working with them on how they can go about achieving a certain
objective (s) or developing a skill (s).
Feedback
Using appropriate interactive skills to communicate to others how they are doing against specific objectives and performance standards, including acceptable
behavior. Feedback which is based on agreed and understood expectations, specific, accurate, relevant, balanced, timely and provides alternatives.
Assertiveness
Willing to state own feelings and opinions without anxiety or embarrassment, while at the same time allowing other people to have their own feelings and opinions.
Handling Conflict
Using appropriate interactive skills to identify, address, and resolve difficult situations which involve differing needs and interests of the parties. Reduces the potential for conflict by using acceptable
behaviour and focusing on the needs and interests of others.
Team Interaction
Using appropriate interactive skills in the process of transferring information, ideas, understanding, or feelings between individuals
in group situations. Effectively put across information, concepts or ideas to others.
CLEAR™ Core Interactive
Skills
There are 5
behaviour clusters that we have identified as critical to
the success of any interaction. These clusters make up the CLEAR
Skills of:
 Clarifying
Providing overall direction for an interaction and developing a
clear understanding of the topic or issue being discussed.
Listening & Responding
Showing that you are actively listening to and understand the
concerns and feelings of individuals or the group.
Exploring
Generating ideas and suggestions on what and how to go about
something.
Actioning
Reaching agreement on the best solution and tying down the
details.
Reviewing
Reviewing the interaction, establishing follow-up and
ensuring implementation of agreed actions.
Each of the CLEAR Skills clusters are further broken down into
identifiable and easy to learn behaviors. We should also note that
these skills are used as and when necessary and should not be seen
as sequential.
CLEAR™ Collaborative Problem
Solving Process
 An
underlying objective of all our interactions should be to enhance
the relationships between those involved. The only successful
way to achieve this is to approach interactions in a collaborative /
win-win manner.
With few exceptions most business related interactions are
of problem solving nature. A sales call, for example, should
be viewed as a process of helping both parties solve their
respective "problems". The seller needs to
sell. Buyers make "buying decisions" based on
a desire / need to resolve dissatisfactions / problems. Sales people
help buyers in this decision making process.
The CLEAR Process Model provides you with a process against which to
plan and conduct your interactions. The
process "steps" are not necessarily sequential, but each
is, as with the CLEAR skills, essential if you are going to achieve
your objectives for that interaction.
Module Overviews
One-to-One - Communicating for Success
- An Introduction
- Importance of Effective Communications
- Communication Defined
- Communication Problems & Implications
- The Communication Process
- Barriers to Effective Communication
- A Success Profile
- Guidelines for Effective Communication
- Effective vs Ineffective Interactive Skills
- The CLEAR Interactive Skills
- The CLEAR Interactive Process
- Skill Practice
- Personal Development Contract
Coaching
- Introduction
- Coaching Defined
- Coaching Problems and Implications
- Characteristics of the Effective Coach
- Self Assessment
- Benefits of Coaching - for the Coach and the Individual
- Coaching Opportunities - Proactive and Reactive
- Coaching - Making the Difference
- Application of the CLEAR Interactive Model
- Skill Practice
- Personal Development Contract
Feedback
- What is Feedback?
- Feedback Defined
- The Purpose of Feedback
- Feedback Problems and Implications
- Common Problems & Pitfalls
- Guidelines for Effective Feedback
- Application of the CLEAR Interactive Model
- Skill Practice
- Personal Development Contract
Assertiveness
- Introduction - Personal Effectiveness
- Personal Effectiveness & Self Confidence
- Your Journey of Personal Effectiveness
- What is Assertiveness?
- Assertive Behaviour
- Assertiveness vs Aggression
- Why Assertiveness?
- Our Rights
- Personal Power & Influence
- Your Personal Assertiveness - Assertiveness Inventory
- Personal Goals
- Tools & Techniques for Assertiveness
- Components of Assertive Behaviour
- The CLEAR Process - Application to Team Meetings
- Skill Practice
- Personal Development Contract
Handling Conflict
- Introduction
- Conflict Defined
- Types of Conflict
- Understanding Conflict
- Causes of Conflict
- Effects of Conflict
- Barriers to Effective Conflict Resolution
- Conflict Handling - Guidelines
- The CLEAR Process - Application to the Handling Conflict Situation
- Skill Practice
- Personal Development Contract
Team Member - Effective Team Meetings
- Introduction
- Types of Group Interactions
- Group Interaction Problems & Implications
- Important Definitions
- Types of Teams
- Characteristics of an Effective Team
- Team Meeting Tasks
- Common Team Meeting Problems
- Your Role in Team Meetings
- Guidelines to Effective Team Meetings
- The CLEAR Process - Application to Team Meetings
- Skill Practice
- Personal Development Contract
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