Jeanette Stiens - Jedi Knight Training Accreditation Assessment
Session: Building Trust. Performance Objectives: Specific actions to strengthen trust in your personal interactions. Build a history of trust to build reliability. Foster open communication, building trust and success. Action plan to build trust with others. Learning Objectives: Become aware of your important role in building trust. Learn how to recognise and avoid actions that commonly damage trust. Learn techniques for building trust with others. Representative behavioural objectives as a result of this session: 1. Share thoughts, feelings and rationale – tell people why I am doing things, how I feel about things. 2. Admit mistakes and accept responsibility for my own actions. 3. Ask for help and encourage involvement. 1. Session: Communicating and Listening. Performance Objectives: Send/receive clear and accurate messages. Actively listen and understand what others say. Meet others’ communication needs. Manage internal/external distractions (noise) that interfere with communication. Manage non-verbals you send/receive. Match the appropriate method of communication to your messages. Learning Objectives: Effective communication is up to you & can be improved. Communication is a 2 way process, you are both sender and receiver. Practice active listening techniques. Recognise distractions (noise) erode the communication process. How you communicate is just as important as what you communicate. Others you communicate with have needs that should be considered and addressed. Representative behavioural objectives as a result of this session: 1. Maintain composure – be aware of my non- verbal cues. 2. Show more empathy – be sincere in my words and actions to others. Through my words show that I care. 2. Session: The Mental Edge. Objectives: To assess current stress levels. To develop strategies for reducing stress. To build appropriate responses rather than destructive reactions to stressors. To build strategies to positively self-reinforce a constructive mindset. Representative behavioural objectives as a result of this session: 1. Take a deep breath and respond and not react to situations that usually provoke reactions. 2. Visualise each morning before getting out of bed what sort of day I will have: get the presentation done, excellent calls, orders in, positive attitude to work environment and other people. 3. Session: Continuous Improvement. Objectives: Build an understanding of Continuous Improvement as a process and a mentality to positively impact our Continuous Improvement projects. Build an understanding of what a Continuous Improvement Mentality is. Representative behavioural objectives as a result of this session: 1. Be willing to not just accept the way things are, but challenge them and figure out a way to change them. 2. Paradigm paralysis – how we achieved things in the past and got our market share record is not how we are going to keep it or get it back. 4. Session: Mentoring. Objectives: Build a common understanding of Mentoring and the skills required to effectively Mentor. Representative behavioural objectives as a result of this session: 1. Make the offer to be a mentor (more formal offer) to a new rep. 2. When counselling not to provide too early. 3. When next coaching someone on a task, be aware of the steps; Prepare - context - bit by bit - encourage - congratulate. 5. Session: Change Management. Objectives: Gain an understanding of the Change Process, its impact, and strategies for better Change Management. Representative behavioural objectives as a result of this session: 1. Distance myself from negative people. 2. Be prepared to accept the changes around me and work out ways to move with them and plan to make the move as easy as possible. 6. Session: Time Management. Objectives: Examination of day to day Time Management habits, determining effective and ineffective habits, and specific strategies to improve Time Management resulting in increased productivity, enhanced quality with less stress, and greater personal satisfaction and sense of accomplishment. Representative behavioural objectives as a result of this session: 1. Change my attitude. I know how much time I have, make work fit in by eliminating unimportant activities. 2. Minimise interruptions – analyse them and eliminate / reduce them. 3. Keep a time log for 1 week to see how I spend my time. 7. Session: Attitude and Action for Sales Achievement. Objectives: To determine what seperates the high achiever from the average achiever. Demonstrate the link between thinking, feeling, and behaviour. Managing adversity to remain focused on high payoff activities. Developing resilience. Using tools to maintain composure. Representative behavioural objectives as a result of this session: 1. Not let other peoples behaviours manifest into my bad choices. 2. Learned Optimism. 3. Read the book. 4. Think before I speak ‘that’s an interesting thought’. 5. Remember that they are must abating. 8. Session: Interaction Skills for Success and Influencing Others. Objectives: Learn and use the Key Principles to meet the personal needs of others in any interaction. Learn and use the Interaction Guidelines and Key Actions to meet the practical needs of others in any interaction. Build Skills in Influencing Others with proper preparation and planning of strategies for Influencing. Representative behavioural objectives as a result of this session: 1.For my next 5 ‘major’ calls fill out an influence planner to ensure I get my needs met, the customers needs met and behave in a manner that displays empathy, encourages their involvement and provides support. 9. Session: Stress Management. Objectives: Identify Stress/Satisfaction levels; Learn to avoid/eliminate stressors; Minimise impact of unavoidable stressors; Develop/Build upon current coping/stress management skills. Representative behavioural objectives as a result of this session: 1. Increase coping resources in communication at work – not let others see when I am angry or upset - Facial expressions, Tone of voice. 2. Be open to others ideas and give them plenty of airtime. 10. Session: Working Through Conflict. Objectives: Learn the process that conflict follows; Examine choices for handling conflict and identify the most appropriate approach for each situation; Learn skills and techniques for effectively discussing and resolving conflict; Practice using Key Principles and Interaction Guidelines to work though conflict. Representative behavioural objectives as a result of this session: 1. Avoid judging, blaming or criticizing others actions, motives or attitudes. 2. Enhance self-esteem when dealing with conflict. 3. Tone body language can convey confidence and encourage conflict management. 4. Aim to resolve not retreat or resist. 11. Situational Self Leadership. Objectives: Learn how to ask my manager for direction and support so I can build my own competence and commitment; Learn how to become a self-reliant problem solver; Learn how to build the competence, committment and problem solving skills of others. Representative behavioural objectives as a result of this session: 1.When a problem arises think of 2-3 solutions before presenting it to anyone else – don’t look for answers from others. 2. Ask others what their opinions are to solve a problem rather than provide to early. Build self-reliant problem solvers rather than take on their burdens. 12. Session: Counselling Skills. Objectives: Build a common understanding of Counselling & the skills required to effectively Counsel. Representative behavioural objectives as a result of this session: 1. Practice not giving advice or my opinion when counselling. 2. Be non-judgemental. 3. Listen, ask and shut up. 13. 14. 15. 16.
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