VDAB wants to conclude a framework agreement with a service provider that trains VDAB employees to have difficult conversations. Here we distinguish 3 courses in open offer and the possibility to develop customization.
1) Training dealing with resistance (1 day) :
-at what level is the resistance based on a theoretical model of your choice
-recognize and acknowledge concrete resistances at VDAB customers
-respond appropriately by giving recognition, connecting, discussing and looking for motivation and enthusiasm
-know themselves and their own communication style (including their own resistances, prejudices, etc.) and can tailor them to the customer's communication style
-having the conversation the content and at the same time soft on the relationship
-start a conversation about the VDAB framework and legislation (e.g. the rights and obligations associated with receiving a benefit), establish and monitor this framework
-professionally dealing with emotions of the interlocutor and himself
2) Training giving feedback and bringing bad news (1 day):
-appreciative basic posture
-how to connect with the customer and build a relationship of trust, even when there is tension on the relationship
-be able to name and provide feedback on behaviour and factual observations
-rules of giving feedback
-different degrees of feedback (constantly daring to give back and confront, open feedback to posing feedback)
-practice on a conversation model give feedback based on vdab context (based on a theoretical model of your choice)
- practicing on a conversation model bringing bad news adhv exercises based on VDAB context: discontinuation of training, bringing a negative evaluation, starting formal follow-up, initiating transmission procedure, not being eligible for a certain allowance or premium, etc.
-professionally dealing with emotions of the interlocutor and himself
- bring / discuss content that you may not be 100% behind on a personal level
3) Training coaching skills (2 days):
-appreciative basic attitude and aware of your own frame of reference (prejudices, values and backpack)
-create a connection from the context of the conversation (including own mandate, role, powers, purpose of the conversation, etc.)
-have a goal-oriented conversation (formulate objectives clearly and sharply and align expectations, both substantively and relationally), keep control in the conversation (direction and structure)
-efficient questioning (open questions, questions at different levels) focused on the goal and within a certain time frame
-active listening (without judging, summarizing and asking questions)
-exploring facts, events, behavior, context, beliefs, experiences, feelings behind the behavior
-appreciate, motivate and inspire
-pitfall of being able to recognize and limit guiding advice
-exploring and exploring the needs, values and requirements of the interlocutor, what are the obstacles and resources of the interlocutor?
-clarifying one's own interests (from his role and function) and looking for win-win (uniting interests): what options are possible?
-looking at resistances and obstacles, searching together for (supported) solutions/options/possibilities
The framework agreement consists of one lot and comprises 2 parts:
Part 1: 3 basic training courses in open offer for internal employees, both digital and face-2-face
Part 2: in-depth tailor-made training for internal employees (tailor-made), both digital and face-2-face
VDAB wants to conclude a framework agreement with a service provider that trains VDAB employees to have difficult conversations. Here we distinguish 3 courses in open offer and the possibility to develop customization.
1) Training dealing with resistance (1 day) :
-at what level is the resistance based on a theoretical model of your choice
-recognize and acknowledge concrete resistances at VDAB customers
-respond appropriately by giving recognition, connecting, discussing and looking for motivation and enthusiasm
-know themselves and their own communication style (including their own resistances, prejudices, etc.) and can tailor them to the customer's communication style
-having the conversation the content and at the same time soft on the relationship
-start a conversation about the VDAB framework and legislation (e.g. the rights and obligations associated with receiving a benefit), establish and monitor this framework
-professionally dealing with emotions of the interlocutor and himself
2) Training giving feedback and bringing bad news (1 day):
-appreciative basic posture
-how to connect with the customer and build a relationship of trust, even when there is tension on the relationship
-be able to name and provide feedback on behaviour and factual observations
-rules of giving feedback
-different degrees of feedback (constantly daring to give back and confront, open feedback to posing feedback)
-practice on a conversation model give feedback based on vdab context (based on a theoretical model of your choice)
- practicing on a conversation model bringing bad news adhv exercises based on VDAB context: discontinuation of training, bringing a negative evaluation, starting formal follow-up, initiating transmission procedure, not being eligible for a certain allowance or premium, etc.
-professionally dealing with emotions of the interlocutor and himself
- bring / discuss content that you may not be 100% behind on a personal level
3) Training coaching skills (2 days):
-appreciative basic attitude and aware of your own frame of reference (prejudices, values and backpack)
-create a connection from the context of the conversation (including own mandate, role, powers, purpose of the conversation, etc.)
-have a goal-oriented conversation (formulate objectives clearly and sharply and align expectations, both substantively and relationally), keep control in the conversation (direction and structure)
-efficient questioning (open questions, questions at different levels) focused on the goal and within a certain time frame
-active listening (without judging, summarizing and asking questions)
-exploring facts, events, behavior, context, beliefs, experiences, feelings behind the behavior
-appreciate, motivate and inspire
-pitfall of being able to recognize and limit guiding advice
-exploring and exploring the needs, values and requirements of the interlocutor, what are the obstacles and resources of the interlocutor?
-clarifying one's own interests (from his role and function) and looking for win-win (uniting interests): what options are possible?
-looking at resistances and obstacles, searching together for (supported) solutions/options/possibilities
The framework agreement consists of one lot and comprises 2 parts:
Part 1: 3 basic training courses in open offer for internal employees, both digital and face-2-face
Part 2: in-depth tailor-made training for internal employees (tailor-made), both digital and face-2-face