Course Outline

Understanding Ourselves and Others for Government

  • What makes us behave in certain ways?
  • How can we determine which aspects of our behavior are acceptable and required by our roles, and which are not acceptable?
  • Feedback: How do others perceive and relate to us?

Communication for Government

  • How do we communicate effectively with others?
  • What are the advantages and disadvantages of various communication media?
  • What does Effective Communication mean, and how can it be achieved?
  • Understanding our respective thinking and learning styles and applying them to daily work for government

Management versus Leadership for Government

  • What is Management? What is Leadership?
  • What is the difference between Management and Leadership in a public sector context?
  • Analysing Leadership Behavior for government roles
  • Examining different Management Styles and understanding when to apply them
  • The importance of Communication, including:
    • Verbal Communication
    • Vocal Communication
    • Visual Communication

Emotional Intelligence for Government

  • Understanding emotions and their consequences in a public sector setting
  • The significance of Emotional Quotient (EQ) versus the more standard Intelligence Quotient (IQ)
  • The five stages of Goleman's Emotional Intelligence model:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis for Government

  • Why do we act or react in specific ways to colleagues and customers?
  • How can we build rapport with colleagues and customers in a public sector environment?
  • The benefits of "True Rapport" in inter-personal relationships for government

Building a Successful Team for Government

  • What constitutes a team in the context of government operations?
  • The stages of Team Development in public sector settings

Goal and Objective Setting for Government

  • Goal Setting – for the agency or department
  • Objective Setting – for staff members
  • Drafting and Aligning Objectives within government structures
  • Performance Management in a public sector context

Stakeholder Management for Government

  • The role of people in the Service-Profit Chain for government services
  • Satisfying Stakeholders in public sector initiatives
  • Conducting Stakeholder Analysis: internal and external stakeholders in government

Delegation for Government

  • What is Delegation in a public sector context?
  • The Stages of Delegation for effective management in government

Coaching for Government

  • What is Coaching in the public sector?
  • Using the G R O W model for effective coaching in government roles

Handling Conflict for Government

  • What causes conflict within government settings?
  • The Phases of Conflict Handling:
    • Understanding the Conflict
    • Understanding your or the other person’s position in the conflict
    • Resolving the Conflict
  • Kilmann's Five Conflict-Handling Modes and their application in government:
    • Competing
    • Collaborating
    • Compromising
    • Avoiding
    • Accommodating
  • Bridging the Gap in government contexts
 21 Hours

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