Leadership – Communicating For Results

Unit 1 – Communicate effectively as a workplace leader

• Communication models
• Communication contexts
• Clichés and colloquial words
• Environment and personnel factors
• Hearing and visual impairments
• Communication outcomes
• Verbal communication
• Written communication
• Business writing
• Communication barriers
• Law and ethics
• Media channels
• Workplace meetings
• Presentation sins
• Telephone calls
• Video conferencing
• Letters, memos and reports
• Online communications
• Disrespectful communication
• Cultural differences
• Positive communication
• Two-way communication
• Using diaries
• Leadership improvements
• Communication processes

Unit 2 – Lead team effectiveness

• Plan team outcomes
• Team purpose
• Roles and responsibilities
• Goals
• Teamwork
• Developing teams
• Supporting team members
• Types of teams
• Belbin’s eight team roles
• Leadership styles
• Develop team cohesion
• Operational aspects
• High performing teams
• Effective teams
• Diversity and team effectiveness
• Individual development
• Effective meetings
• Address issues
• Team leader role
• Negotiation
• Model expected behaviours
• Encourage participation
• Positive team culture
• Management communication
• Productivity reporting
• Communicating change
• Poor performance

Unit 3 – Develop and use emotional intelligence

• Understanding Emotional Intelligence (EI)
• Strengths and weaknesses
• Capitalising strengths
• Self-awareness
• Social awareness
• Expressing Emotions
• Emotional triggers
• Emotional states of co-workers
• Cultural expressions and emotions
• Empathy
• Reasoning Skills
• Managing Your Emotions
• Self-Regulation
• Relationship Management
• Social Skills
• Motivation
• Measuring EI/EQ
• Developing EI
• Personal stressors
• Casual factors of stress
• Managing Stress and Conflict
• Behavioural stress
• Supporting stressed workers
• EI in the Workplace
• EI Assessments
• Stress Management Techniques
• Leadership and EI
• Flexibility and adaptability
• Emotions and decision making
• Thoughts and feelings
• Listening skills
• Building productive relationships
• Positive workplace climate
• Maximising team outcomes

Unit 4 – Lead and manage effective workplace relationships

• Strategies and processes
• Job descriptions
• Performance indicators / reviews
• Induction
• Leadership styles
• Participatory decision-making
• Consultation processes
• Problem-solving processes
• Resolve issues promptly
• Cultural diversity
• Law and ethics
• Grievance procedures
• Managers’ / leaders’ obligations
• Ethical misconduct
• Professional conduct
• Communication styles and strategies
• Addressing prejudices
• Networks and relationships
• Relationship issues
• Negotiating outcomes
• Manage and resolve conflict
• Achieving positive outcomes
• Mediation / arbitration
• Guidance, counselling and support

Unit 5 – Communicate with influence

• Presenting materials
• Confirming permission
• Confidentiality
• Identify audience needs
• Information needs
• Seek referral
• Addressing a meeting
• Complaints
• Communication barriers
• Suspicious inquiries
• Organisation standards and procedures
• The definition process
• The identification process
• Documenting potential issues and problems
• Prepare positions and supporting arguments
• Prepare for a negative customer response
• Areas of common ground
• Consulting with affected parties
• Solutions
• Legal requirements for consultation
• Document negotiation outcomes
• Schedule routine meetings
• Legal and ethical requirements of meetings
• Distribute meeting materials
• Conducting meetings
• Contribute to discussions
• Seek consensus on meeting objectives
• Summarise and distribute outcomes
• Identify forums
• Seating arrangements
• Tone structure and style of communication
• Communicating with others
• Non-verbal communication
• Cross-cultural communication
• Provide opportunity for questions
• Evaluate presentation
• Identify areas for improvement
• Constructive feedback