Understanding Human Performance

Module 1:

Managing Employee Performance, Behaviour & Attitudes

Day 1:Performance and the Individual

• Psychological profiles - Jungian typology and understanding human behavior

• How competency frameworks support performance management

• Human behavior questionnaire

• The Iceberg model to understand behaviour

• Models of Performance Management

• The Johari window

Day 2: Managing Employee Performance

• Discipline, capability and grievance

• Recognizing the difference between Capability and conduct issues

• The “rules of Natural Justice”

• The purposes of discipline

• Inefficiency and box markings

• Models of motivation and behavior

Day 3: The Assertiveness Model of Behaviour and Attitudes

• Identifying and recognizing the types of behavior:

  • Aggressive

  • Indirectly aggressive

  • Passive (aggressive)

  • Assertive

• Communication skills

• Being proactive with people

Day 4: Exercises with Behaviour and Attitudes

• Managing performance -The Performance Appraisal Interview

• Role plays – dealing with discipline and Grievance cases

• Case studies –real stories explored and developed

Day 5: Attitudes and Attitudes to Self

• The Behaviour mirror diagnostic tool

• Social styles –a behavior model

• Program review

Module 2:

Managing People at Work

Day 6: People Problems at Work

• Introduction to Human Psychology

• Understanding people problems

• Ways of helping people

• Impact of work – performance issues

• Employee Assistance Programs (EAPs)

• Steps to establish an EAP

Day 7: Understanding Stress

• What is stress? - Recognizing the physical and behavioral signs, Stress in the mind and body

• What contributes to workplace pressures?

• The impact of stress on personal performance – the positive and negative effects of stress

• The symptoms of short term and long term stress

• Stress management techniques

• Individual Testing: The major causes of stress at work and at home

Day 8: Basic Counselling Skills

• What is communication?

• Techniques for interviewing/basic counseling skill

• Developing Active listening skills

• Understanding body language

• SOLER Techniques for counseling

• Motivational Coaching Techniques

Day 9: Understanding Motivation

• The Psychology of Motivation

• Motivation at work

• Team & Group Motivation

• Reward

• Case study: Absenteeism

Day 10: Critical Incident Stress (CISD) and Trauma Counselling

• What constitutes a traumatic event

• A Model for Workplace Trauma Management

• Policy, Plans, and Procedures

• Media Management, Preventive Training, and Information

• Debriefing & Grief Counselling

• Traumatic stress and Posttraumatic Stress Disorder