Wallace Associates - Cross-cultural Awareness
Building Cross-cultural Teams
This programme enables you to become an effective manager of a cross-cultural team, especially a remote regional team. You will learn the differences between Chinese and Western colleagues (and other cultures around the region) and apply tips and techniques for building synergy. Hofstede's famous research findings form the basis of this module. You will learn how to “build bridges” across the differences, and create a genuine synergy from your cross-cultural team. In turn this will enable you to give much better service to your internal and external clients in the region.
Objectives
By the end of this programme you will be able to:
- Understand the norms of different cultures and build sensitivity
- Challenge your own cultural presuppositions and look for development
- Appreciate cultural differences and value diversity
- Build credibility and relationships with colleagues of different cultures
- Communicate effectively across the differences
- Agree protocols for running meetings and making decisions together
- Agree on a “middle way” for team cooperation
- Build better relationships with other teams in the region (or beyond)
Building Business Across the Region
This programme enables you to win more business across the region by gaining synergy from your cross-cultural team. Cross-cultural differences are a major cause of poor performance in business teams so this programme clearly identifies the differences and suggests ways for achieving synergy. This means seeking better communication, and agreement on handling clients. It focuses on differences in doing business, negotiating and managing client relationships. The team agrees protocols for doing business and resolving conflict in the team.
Wallace Associates - Creative Thinking
- This programme enables you to engage your right brain and become a more creative person. It is a foundational programme for teams which are bound by procedures and routines or managers who need a course in big picture thinking. The content is all experiential and has been designed to show you a different dimension, the creative dimension, for approaching life and work generally. The purpose is to give you techniques which open up creative thinking and challenge you to find a time and place to apply them at work.
Objectives
By the end of this programme you will be able to:
- Energise your mind by using simple right brain exercises
- Use Rowe’s decisional analysis to assess your usual thinking practices
- Engage your right brain by using sounds and pictures
- Be creative using story boards and the imagination for humour
- Use the “imaginative journey” for relaxation and creativity
- Use the brainstorming technique for multiplying creative options
- Use the random word method to energise lateral thinking
- Become skilled in lateral thinking by using de Bono’s “po” exercises
Wallace Associates - Specialist Skills Programmes Conflict
Conflict Resolution – Using the TKI®
This programme enables you to handle tense situations with confidence and resolve conflict effectively. It is a TKI® Application Programme.
Conflict Mediation – Using the MBTI® Instrument
This programme uses a personality profile which enables you to build the skills of an effective mediator. It is an MBTI® Application Programme.
Wallace Associates - Communication Skills
Assertive Behaviour
This programme enables you to state confidently what you believe to be important without being hostile or demanding. Being assertive builds the self-confidence which gives you great advantages in the workplace and in your relationships outside work. It means you are able to express your opinion in a sensitive way which respects others – even when you disagree with their opinion. When you do this you build up more trusting relationships based on mutual respect.
Objectives
By the end of this programme you will be able to:
- Recognise unhelpful behaviours used by others and know how to respond
- Understand the weakness of passive behaviour and make plans to improve
- Take steps to control anger and avoid aggressiveness
- Use a 3 step model to think, act and behave with assertiveness
- Use assertiveness to handle complaints or criticisms
- Give critical feedback to maintain performance in the team
- Give bad news with confidence and expect results
- Become a more influential person by assertive thinking and behaviour
This programme enables you to give briefings, instructions and information so others are clear about the expectations you have for them. It is designed for those managing people for the first time and lays a solid foundation using a 4 phase model of communication. You will learn how to communicate in the key areas of management – running a meeting, leading discussions, allocating work and giving feedback. You will also learn that half of communication is listening – so will learn key skills for accepting feedback and engaging in dialogue.
Objectives
By the end of this programme you will be able to:
- Understand different communication styles of others
- Use body language to enhance your communication effectiveness
- Choose the best language to suit the audience
- Persuasively communicate in a way so people are moved to action
- Run a meeting effectively and move discussions to decision making
- Improve skills in giving and receiving feedback using a 3 step model
- Facilitate a planning session by questioning and listening
- Brief teams and individuals with clarity and conciseness
Interpersonal Skills
This programme enables you to build better relationships with colleagues and clients. It is about raising your scores on openness to others, looking for collaborative solutions in difficult situations and respecting the opinions of others. To achieve this you need to feel good about yourself and value others. You will use some of the tips from “personal branding” to build your levels of self-awareness. Also you may need to change some of your attitudes about work and relationships and learn to be generous, ask for help and admit mistakes.
Objectives
By the end of the programme, you will be able to:
- Use rapport to start and deepen relationships
- Value and appreciate others to build trust and mutual respect
- Understand the effect you have on others – and how they react to you
- Persuade others by “pulling” instead of “pushing”
- Create the attitudes which build positive relationships with others
- Manage your mood to avoid anger or aggression towards others
- Enhance your interpersonal effectiveness by managing your image
- Accept feedback from others and explore areas for improvement
Wallace Associates - Coaching For Performance
This programme enables you to become a much better manager by using the coaching skills of asking questions, listening and engaging in dialogue. It is a level 1 programme for managers and supervisors who are new to coaching. The aim is to change your style from “telling” to “enquiring”. So you will practice giving feedback and blending this into a coaching discussion. You will use a “pull” style when you are encouraging committed and hardworking team members and a “push” style when you have to deal with poor performers.
Objectives
By the end of this programme you will be able to:
- Understand the key role of coaching in performance management
- Use questioning and listening skills for coaching
- Structure coaching sessions for motivation, development and change
- Empower people using a 3 step “pull” model for coaching
- Understand motivation in the workplace and why people under perform
- Use techniques for handling difficult situations
- Use a “push” coaching model to handle unwilling team members
- Recognise and adjust your coaching style for different people types
Coaching for Motivation
This programme enables you to get the best out of people by using coaching skills. It is a level 2 programme for managers with experience of coaching who want to build a more motivated, committed team. Coaching is the key for leaders in modern organisations where team members expect to be given discretion and autonomy to get on with their tasks. It is a great way of keeping team members on track and empowering them to achieve greater results. You will also learn how to lead a career discussion using the same technique, and realise the power of career coaching.
Objectives
By the end of this programme you will be able to:
- Understand the key role of coaching in modern leadership
- Use questioning and listening skills to create a new leadership style
- Empower people by helping them find their own solutions
- Structure coaching sessions using a 3 stage model
- Master techniques for overcoming difficulties in coaching
- Build trust and commitment using coaching techniques
- Plan coaching sessions carefully in order to keep sessions on track
- Discover the power of career coaching to motivate and retain people
Wallace Associates - Working Through Change
This programme enables you to develop a positive mindset and improve your readiness for change. It shows you how to be more resilient in ambiguous, challenging settings and work confidently through change. You will learn how to adapt to the new circumstances in the market place and support the company to achieve its new business goals during the change process. To do this well you will need to develop flexibility, appreciate the value in change, and the dangers of remaining in a fixed mindset.
Objectives
By the end of the programme you will be able to:
- Understand the current challenges for your company and the need of enhancing your flexibility at work
- Understand your own readiness for change – and see the differences in others
- Use Bridges’ model to observe what happens to people during change
- Break negative habits to think “out of the box”
- Assess problems from a systems standpoint using the fishbone method
- Avoid “trench digging” in team decision making by using the Six Thinking Hats® model
- Involve others in planning for change by being open and sensitive
- Communicate exceptionally well to ensure people are clear about the change
Leading Others through Change
This programme enables you to lead change effectively in your company. To do this well you will first need to become a change agent – understanding your own lack of openness and finding ways to increase your readiness for change. You will then be able to plan and execute change using best practise models from the Business Schools. You will then be able to involve others in change and coach individuals to overcome resistance to change.
Objectives
By the end of the programme you will be able to:
- Understand your own readiness for change – and see the differences in others
- Involve others in planning for change by being open and sensitive
- Use Kotter’s 8 step model for creating planning and implementation steps for change
- Plan a vision and communicate this effectively to others
- Know how to generate a sense of urgency for change
- Use an inclusive leadership style to get buy in for change
- Plan how to network effectively with influencers during change
- Use appropriate methods of persuasion when dealing with resistors
ChangePro Simulation (additional half day)
This programme enables you to understand why people resist change and presents techniques which you can use for overcoming barriers. You work with your table team as a group of Change Consultants. Your challenge is to persuade a leadership team of 21 people to implement a major change in their division. With the ChangePro simulation you experience how change works in practice and learn practical skills for persuading people to adopt innovations. It also gives you an experience of working as a team of change agents – with a valuable review of leadership and team working.
Objectives
By the end of the programme you will be able to:
- Work with other people to plan and make change decisions
- Use techniques for persuading and influencing others to adopt change
- Realise the need for urgency and “early wins” in managing a change project
- Handle differences and disagreement with others in the change team
- Realise the importance of identifying and working with “innovators”
- Use influencers in the organisation to generate a “critical mass” for change
- Communicate exceptionally well to ensure people are clear about the change
- Use the innovator / laggard model to move the company through change
Customer Service - Wallace Associates
CARE Customer Service
This programme enables you to understand “moments of truth” and deliver great customer service. It is designed for customer service staff who have face-to-face interaction with clients. Most of the skills are also valuable for those working in a call centre. It is about understanding your customers’ needs, managing them well and having skills to handle people in difficult settings. You need to connect quickly and engage people with your warmth and sensitivity. You will learn how to communicate effectively, build rapport with your customers and develop service strategies.
Objectives
At the end of this programme you will be able to:
- Make an excellent first impression and make customers feel welcome
- Define the behaviours and motivators which shape successful customer service professionals
- Have a better focus on customer service by creating a mission statement for your department
