MaTE - Operative

A 1 day programme that looks at the skills, techniques and behaviours of successful communication, influencing skills and customer relationships.

Who is it for?

To attend this programme individuals must work in a technical role and deal with customers on a regular basis (and therefore do not manage others) within sectors such as Utilities (Water, Gas & Electric), Industrial, Construction, Manufacturing, Facilities Management, Engineering and The NHS.

This programme is for anyone who works in a technical role working out on site 100% of the time. This stage of the programme is aimed at those who are solely operational and do not manage others.

What do I get out of it?

  • An understanding of how my communication style may impact on others.
  • Tools and techniques that can be used successfully in my working environment.
  • Reflect on current approach to approaching customers and recognise areas for improvement.
  • Increased confidence through practising new skills in a 'safe' environment.
  • Personal action plan and plan of intent to take back to the workplace.
  • City and Guilds certification subject to 'Terms' and 'Assessment'.

Course Overview

The role of the Employee

  • Focus on the "Non-technical" aspects of the job.
  • How am I seen by others?

Making an effective personal impact

  • Communication Skills.
  • Effective Language.

Assertive behaviour

  • Techniques for assertive language and behaviour.
  • Consequences of not behaving assertively.

Behaviour breeds behaviour

  • How my behaviour impacts on those around me.

Conflict

  • Why does conflict arise?
  • Disarming conflict using Power words phrases.

Attitudes / behaviours to Safety

  • Attitudes to risk - risk Vs probability: what are the consequences / impact?
  • Understanding the difference between error and violation.

What's it about?

This programme looks at many aspects of communication and is designed specifically for those who work in an Operational environment. By combining group discussion, trainer led exercises, group exercises and individual reflection with the innovative "Real-play" technique delegates will learn new skills, increase confidence and practice tools and techniques that they will be committed to using upon return to the workplace.