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Szkolenie menedżerskie 2
Trudne rozmowy w zarządzaniu ludźmi: ocenianie, dyscyplinowanie, rozwiązywanie konfliktów i komunikowanie zmian
Szkolenie zamknięte; 4 dni
Cele szkolenia:
Umiejętności prowadzenia rozmów nie można przecenić. Dzięki nim zgłębiamy temat, wyjaśniamy problemy, budujemy zespół i zwyczajnie zbliżamy się do siebie. Trudne rozmowy dotyczące życia zawodowego, wymagają szczególnej rozwagi, opanowania oraz stanowczości. Niezbędne jest w nich bezpośrednie komunikowanie celów, które chcemy osiągnąć, odważne prezentowanie swoich poglądów oraz śmiałe stawianie czoła krytyce i otwartej agresji.
Właściwe przeprowadzenie rozmowy separacyjnej, dyscyplinującej czy oceniającej jest niejednokrotnie trudniejsze dla pracownika niż samego prowadzącego ją menedżera i wymaga odpowiedniego przygotowania. Sytuacją stresującą dla wielu menedżerów jest także konieczność zareagowania na konflikt obserwowany we własnym zespole lub własne uwikłanie w konflikty wewnątrz firmy.
W dobrze zarządzanej firmie dużą rolę przywiązuje się także do odpowiedniego komunikowania zmian, zarówno organizacyjnych, związanych z sytuacją i planami firmy, jak i tych dotyczących kwestii personalnych ( wprowadzenie systemu ocen okresowych czy też restrukturyzacji zatrudnienia).
Szkolenie ma na celu uświadomienie uczestnikom znaczenia komunikacji interpersonalnej w codziennej pracy menedżera, w takich obszarach jak ocenianie personelu (bieżące i okresowe, sformalizowane), dyscyplinowanie podwładnych i udzielanie negatywnej informacji zwrotnej a także w odniesieniu do rozwiązywania konfliktów i komunikowania zmian np. decyzji dotyczących zwolnień indywidualnych lub grupowych (w przypadku restrukturyzacji zatrudnienia w firmie).
Program szkolenia został tak skomponowany aby doprowadzić do rozwinięcia kompetencji uczestników w zakresie prowadzenia tzw. trudnych rozmów tj. rozmów okresowych, rozmów zwalniających oraz rozmów dyscyplinujących i odpowiedniego do nich przygotowania. Uczestnicy szkolenia poszerzą także swoje umiejętności w zakresie zarządzania konfliktem w zespole oraz poznają w praktyczne techniki twórczego wykorzystania dynamiki konfliktu w sytuacjach zawodowych. Uczestnicy rozwiną także swoje ogólne kompetencje komunikacyjne, bez których trudno mówić o skutecznym prowadzeniu trudnych rozmów z pracownikami, tj. umiejętność słuchania, parafrazowania, zadawania pytań i udzielania informacji zwrotnej.
Podczas szkolenia zostaną omówione następujące zagadnienia:
1. W części wykładowej:
• Główne elementy komunikacji interpersonalnej w kontekście prowadzenia trudnych rozmów – komunikacja werbalna i mowa ciała
• Osobiste czynniki efektywności menedżera - umiejętność słuchania, parafrazowania, zadawania pytań, udzielania informacji zwrotnej pozytywnej i negatywnej oraz jej przyjmowania
• Bariery komunikacyjne w trakcie prowadzenia trudnych rozmów po obu stronach procesu komunikacji ( nadawcy - odbiorcy, menedżera - podwładnego)
• Argumentacja racjonalna i emocjonalna – strategie doboru argumentów w zależności od typu rozmówcy oraz okoliczności zewnętrznych w trakcie rozmów oceniających i separacyjnych
• Czym jest rozmowa oceniająca i jakie są jej cele
• Typy rozmów oceniających a proces komunikacji
• Przygotowanie do rozmowy oceniającej, jej przebieg i zasady prowadzenia;
• Błędy w procesie oceniania i błędy techniczno - organizacyjne, których popełnienia należy unikać w trakcie ocen okresowych
• Znaczenie prawidłowo poprowadzonej rozmowy separacyjnej (zwalniającej)
• Zasady prowadzenia rozmowy separacyjnej i jej przebieg
• Reguły zachowania po rozmowie separacyjnej
• Najczęściej popełniane błędy w trakcie rozmów zwalniających
• Przygotowanie do rozmowy dyscyplinującej i reguły jej prowadzenia
• Źródła i przyczyny konfliktów w miejscu pracy
• Kiedy konflikt jest twórczy a kiedy destruktywny?
• Fazy kierowania konfliktem
• Model zarządzania konfliktem
• Sposoby wpływania na uczestników konfliktu, kierowanie konfliktem – metody tradycyjne i nowoczesne
• Konflikt w miejscu pracy – wykorzystanie dynamiki konfliktu w różnych sytuacjach zawodowych.
• Komunikowanie zmian - etapy, zasady
2. W części warsztatowej:
• Czym jest trudna rozmowa i dlaczego jest „trudna” – dyskusja moderowana
• Komunikacja werbalna i niewerbalna w trakcie trudnych rozmów – role playing, dyskusja
• Trening umiejętności konstruowania skutecznych komunikatów (umiejętności słuchania, parafrazowania, zadawania pytań, udzielania informacji zwrotnej pozytywnej i negatywnej oraz jej przyjmowania) – „role playing”, ćwiczenie indywidualne i grupowe
• Diagnoza własnych barier w sytuacji komunikowania trudnych decyzji lub zmian – zadanie indywidualne
• Wybór sposobów przekazywania informacji w zależności od typu odbiorcy – studium przypadku
• Trening rozmowy oceniającej, dyscyplinującej i separacyjnej- ćwiczenia indywidualne i grupowe (w tym typu akwarium), „role playing” z wykorzystaniem kamery video, dyskusje, debata
• Diagnoza granicy między konstruktywną a destrukcyjną rolą konfliktu – debata, gra
• Praktyczne stosowanie metod zarządzania konfliktem i wpływania na uczestników konfliktu- ćwiczenia grupowe
• Komunikowanie zmian w firmie– ćwiczenie grupowe, „role playing” z wykorzystaniem kamery video
Metodologia szkolenia
Część Wykłady: Wykład interaktywny, angażujący uczestników (pytania – odpowiedzi, dyskusja), przeplatany sesjami warsztatowymi, prowadzony w układzie dedukcyjnym, czyli „analiza przypadku -> generalizacja -> ujęcie teoretyczne”. Omówienie zagadnień merytorycznych jest prowadzone w oparciu o prezentację multimedialną, w odniesieniu do modelowych zastosowań oraz realnych przypadków.
Część Warsztaty: Sesje warsztatowe następują dynamicznie po blokach wykładowych, tak, aby uczestnicy mieli okazję sprawdzenia swojej wiedzy. Zastosowane są następujące metody kształtujące praktyczne umiejętności wykorzystania nabytej wiedzy w codziennej pracy: prezentacje przed grupą, odgrywanie ról, grupowa analiza studium przypadku (dyskusja, ocena różnych wariantów rozwoju opisanej sytuacji), zadania praktyczne w podgrupach, zadania praktyczne indywidualne, zadania praktyczne moderowane dla całej grupy, analizy i zadania symulacyjne na podstawie przedstawionych danych.
Jeśli są Państwo zainteresowani szczegółową ofertą dotyczącą tego szkolenia, zapraszamy do kontaktu z naszymi doradcami.
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