Communication Skills

In this workshop, we deliver sketches highlighting bad communication and its results and then employ various theatre techniques to resolve the situations. We look at the importance of listening and hearing; the power of non-verbal communication; the impact of tone of voice; how and why things go wrong; how to deal with difficult situations with customers, clients or patients and some tools for promoting good working relationships with staff. The session is structured to be fun, engaging and different from other ‘traditional’ types of training. The day involves sketches, pairs and group work. Through a variety of specially devised exercises we demonstrate communication skills that work . . . and those that don’t! There is NO role play.

Aim

The aim of the workshop is to explore those communication skills that have an impact on staff and client relationships.

Objectives

By the end of the workshop participants should:

• Understand the importance and power of good non -verbal communication.
• Have practiced good listening skills and know how body language can be supportive or undermining.
• Understand the impact of appropriate and inappropriate vocal tone and non-verbal communication in building rapport.
• Discover blocks to listening and skills for checking shared understanding.
• Know how to repair a communication that is going wrong.
  

Team Building

A non-threatening way to get to know and bond with your colleagues, whether you are together daily or are in separate departments working for the same organisation. The day will involve a number of enjoyable and thoughtful activities which stimulate and explore team spirit and bonding as well as developing communication skills. The day aims to allow the participants to experience contributing to team goals whilst still maintaining a sense of self. This workshop is often used as a fun ‘Away Day’. There is NO role play. The day involves sketches, pairs and group work.

Aim

To develop a sense of team rapport, dissolve group barriers and create the foundation for good teamwork.

Objectives

By the end of the workshop participants should:

• Understand the impact of their actions on others.
• Experience teams working well together.
• Identify and understand where teams sometimes go wrong.

Team Working

What makes a team work efficiently? A look at how teams work, including techniques for managing and maximising the skills of the people in your team. The group will also be involved in team activities and will experience what it is like when a team is working well together. There is NO role play.

Aim

To explore what behaviours contribute to enabling a team to work effectively and efficiently.

Objectives

By the end of the workshop participants should:

• Know how their particular skills can uniquely contribute to their team.
• Understand how others with very different skills contribute to the team.
• Be able to diffuse differences and conflict, which may arise in a team environment.
• Be able to utilise the various skills of team members to achieve the team goals.
  

Rapport as an Art Form

A fascinating look at how to build relationships and trust quickly, authentically and solidly. The workshop focuses on a series of exercises looking, in depth, at body language, vocal tone and word use. You will leave knowing which communication strategies work within the first couple of minutes and which do not. There is NO role play.

Aim

To learn to utilise rapport to enrich all your communications and relationships.

Objectives

By the end of the workshop participants should:

• Recognise the elements of good rapport and know why and when it is essential.
• Understand and use body language to create rapport.
• Understand how the importance of vocal tone, pitch and volume in building rapport.
• Use rapport to help disable situations of conflict.

Conflict Resolution/Dealing with Difficult Situations

Using similar techniques to a communication skills workshop, we look at aggression and assertion in males and females and tackle many of the staff and customer, client or patient relationship problems that can occur. The day involves enjoyable and thoughtful activities that explore communication skills and conflict resolution in a practical way. We look at the power of body language and vocal control and the importance of understanding as the foundation of conflict resolution. The group is encouraged to evaluate constantly how the skills learnt can be transferred into the workplace. A range of exercises will be used to embed the learning and the day is interactive; however, there is NO role play.

Aim

To understand the elements of conflict and explore strategies for dissolving it.

Objectives

By the end of the workshop participants should:

• Realise the importance of understanding as the foundation of conflict resolution..
• Be able to utilise body language and voice control to help resolve active and passive conflict.
• Understand strategies for influencing people with different viewpoints.
  

Leadership

• Understand the most successful leadership styles
• Know how to use feedback and goal setting to motivate their team.
• Understand how important emotional intelligence is for leadership.
• Be able to utilise a range of proven leadership skills.

How to Motivate your Team

A highly stimulating day that takes a very practical approach to discovering what motivates your staff, how you can set compelling and achievable goals with them, and how to ensure that the feedback you give further energises them. Participants will need to contribute but there is no role play — only enjoyable and thoughtful activities to stimulate the mind.

Aim

To explore strategies to revitalise and focus your team.

Objectives

By the end of the workshop participants should:

• Know what builds team spirit and understand how to generate it.
• Recognise and understand the importance of positive feedback.
• Have explored the role of goal setting for team members.
• Have gained the skills needed to provide motivation to their staff.

Feedback

It would be nice to know that we are perfect 100% of the time. Maybe some of you are. However, the rest of us aim to do a great job, but sometimes need a bit of help staying on target. So how do we give feedback without it seeming like negative criticism? Can we give positive feedback without the recipient thinking it is only a softener for the blow that is about to come? Is there always something we can learn from feedback from others?

Giving and receiving feedback can be a notoriously difficult social interaction, but one well worth the effort.

This workshop utilises sketches and exercises to explore how feedback can be used for the benefit of both employer and employee. We examine what motivates people and how they respond to recognition of their achievements, even if that is just appreciating that someone is making an extra effort in their role. The day is enjoyable and not static but, as usual, involves NO role play.

Aim

To understand how feedback can be used to value and motivate staff.

Objectives

By the end of the workshop participants should:

• Know how to utilise positive and negative feedback.
• Know how to ensure their body language is congruent with their message.
• Understand the ‘Emotional Bank Account’ and how to use it with staff.

Difficult Conversations

Ever dreaded having a conversation with somebody and avoided it for fear of how it might turn out? Well fear not. This workshop will show you that so called “difficult conversations” can be had with ease if you have the right mind set, emotional management abilities and the right communication skills to fit your purpose. Another enjoyable and entertaining day with NO role play.

Aim

To explore the skills necessary to be able to undertake difficult conversations with ease.

Objectives

By the end of the workshop participants should:

• Understand what state of mind best supports them when approaching a difficult conversation.
• Know what skills they already have which will help them.
• Recognise how and when to listen, use empathy.
• Understand the importance of knowing their preferred outcome.

Listening, Empathy and Language

How often do we really feel listened to? Often people try and 'fix' our problems when all we want is for them to listen, empathise and allow us to solve the problems ourselves. The skills of listening, empathy and non-controlling language can be enormously powerful when aiming to motivate and empower your team.

This workshop gives you the chance to practice these skills as well as observe them being used incorrectly and correctly. Imagine how wonderful it would be if the only problems you ever hear about are the ones which already have solutions! There is NO role play but lots of participation.

Aim

To explore skills which can motivate staff and develop their own problem solving skills.

Objectives

By the end of the workshop participants should:

Vote of Thanks

• Have explored the body language needed to deliver a convincing vote of thanks.
• Understand the key elements of a successful vote of thanks.
• Have developed confidence in speaking in front of others.
• Know what to do if the speaker has not been well received.

Consultation Skills 

An interactive workshop designed to explore consultation skills in practice using models such as the Cambridge/Calgary method

Aim

To explore the various aspects of consultation and develop skills to tackle potential problems.

Objectives

By the end of the workshop participants should:

• Know how to apply the principles of consultation skills e.g . from one of the five
  sections of the Cambridge/Calgary method:
  
  Initiating the session
  Gathering information
  Building the relationship
  Explanation and planning
  Closing the session

• Have experience in resolving problem consultations that might arise.
• Be able to utilise non-verbal communication and listening skills to facilitate successful consultations.

GPs and Teenage Angst

Puberty and being a teenager can be an extremely troubling time. This workshop helps Doctors and other Health Professionals interact with uncommunicative teenagers and engage with them concerning the often difficult issues of sexual relationships, STIs and contact tracing. It also tackles the thorny problem of parents attending the teenage consultation. There is NO role play.

Aim

To help Doctors and other Health Professionals explore the communication skills and consultation styles suitable for treating teenagers.

Objectives

By the end of the workshop participants should:

• Understand the importance and power of good verbal and non-verbal communication especially in connection with teenagers/ young people concerning sexual issues.
• Have practiced good listening and coping skills and know how body language can be supportive or undermining.
• Understand the impact of appropriate and inappropriate vocal tone and non-verbal communication in building rapport with teenagers.
• Realise how to use coping, negotiation and decision making strategies to deal with confidentiality and overprotective parents.
• Have been involved in a number of enjoyable and thoughtful activities that encourage patient appropriate health behaviour change.

Polish Dentist Induction

Adjusting to life in another country can be stressful enough without all the cultural differences and expectations of a new professional role. The general public in Great Britain and the general public in Poland often have very different views about dentists. This workshop explores some of those attitudes, how to come to terms with them and make the transition to working with the Great British public less stressful. By using real life examples the Cascade team explore the potential pitfalls of cross cultural communication. We also look at managing situations when you “know best”, but the patient won’t take your advice.

Thorough and enjoyable with NO role play this workshop can be adapted to benefit other non-British professionals.

Aim

The aim of the day is to allow Polish dentists to practice and improve their communication skills in a supportive environment.

Objectives

By the end of the workshop participants should:

• Have a better understanding of communicating effectively with patients from a range of ethnic and social backgrounds.
• Know how to adjust their communication skills to deal with a variety of challenging circumstances.
• Understand how to give advice without causing offence.

VDP Year End

What a year! The VT year can be absolutely transformative for a VDP and it's essential to capture exactly what have been the key successes - fortunes and faux pas - of the year. This workshop ensures the dentists involved are ready to embark on the rest of their career and face any challenge. This celebratory end of year session involves a range of activities to review what has been learnt, what the challenges still are and what the future could be. Fun and fast there is NO role play but lots of involvement for everyone. PowerPoint not welcome here :-).

Aim

To provide a review of the positive and negative aspects of the year including how to help patients with Health Behaviour Change.

Objectives

By the end of the workshop participants should:

• Know what key things have been learnt throughout the year and what challenges lie ahead.
• Have a good idea about what they would like to achieve in the next twelve months.
• Understand the core concepts of stimulating Health Behaviour Change in patients.
• Have a lot of fun to finish off the year.

Reception Skills

Want to stand out from other reception staff? Ever been to a reception counter and received a lower standard of service than you would deliver yourself? Here is your chance. Our reception skills workshops concentrate on how to develop dealing with the general public into an art form. Enjoyable, practical and NO role play. Go on, make a difference.

Aim

To understand the elements of good reception skills in dealing with difficult interactions with people.

Objectives

By the end of the workshop participants should:

• Realise the importance of "understanding" as the foundation of problem resolution.
• Be able to utilise body language and voice control to help resolve active and passive conflict.
• Understand strategies for influencing people in emotionally charged situations.

Customer Satisfaction

A workshop devised around gaining insight into the needs, expectations and values of customers, clients or patients.

Aim

To understand how listening, tone of voice and status affect how customers, clients or patients feel.

Objectives

By the end of the workshop participants should:

• Have developed their listening skills
• Have explored how tone of voice can contribute to and support better communication.
• Be able to assess how a customer feels in order to assure customer satisfaction.
• Have an insight into the subtle effects of status interactions and how they affect people.

Relationships and Support

Particularly useful for team development or for a practice or team that is experiencing team-working problems. This workshop can also focus on how you might build the confidence of team members or individuals. The human mind works on many levels and Cascade utilises many of these untapped resources to build trust and open channels for communication, thus facilitating understanding between people.

Aim

To explore relationships and support at work and understand what effect they have on a team.

Objectives

By the end of the workshop participants should:

• Know how important their work relationships are.
• Have strategies for building relationships at work.
• Understand what support they need to do their jobs successfully.
• Know when and how to support their colleagues.
  

Complaints Handling

Sometimes it feels as if all people ever do is complain. However, there might be vital information contained within their complaint which will help you improve your services. By effectively managing our reaction to the situation itself we find that complaints become less stressful and more beneficial.

A complaint dealt with smoothly and efficiently can create a potential customer/patient for life. This workshop has NO role play, but will give you the skills to handle a range of complaints.

Aim

To help give patients who make a complaint a helpful response at the appropriate time.

Objectives

By the end of the workshop participants should:

• Understand how to deal, face to face, with someone who has a complaint.
• Know how to learn from a complaint.
• Start to develop an effective protocol for dealing with complaints.

Health Behaviour Change

A workshop that looks at how you might help patients develop insight into the need for and importance of change as well as gauging and developing their motivation and confidence of success.

Aim

To explore ways to support patients in health behaviour change.

Objectives

By the end of the workshop participants should:

• Have been involved in a number of enjoyable and thoughtful activities that explore health behaviour change.
• Understand what motivates us, why we often lose motivation and why we often don't change.
• Have developed strategies for enabling patients to discover how important health behaviour change is and motivate them to consider making changes.

Carers

The 2009 Carers UK survey found that large numbers of carers say they have been pushed to extreme levels of stress and depression as a result of caring. Almost three-quarters (74%) of those surveyed said that they feel that they have reached breaking point.

This programme aims to support and revitalise carers while providing a much needed break from the day to day demands of being a carer. Cascade cannot promise to solve all problems but by increasing carers' self esteem and confidence we can help their quality of life and that of the people for whom they care. Our workshops are great fun and provide a relaxed atmosphere where carers can come and learn new skills and enjoy themselves!

Aim

To help carers learn coping skills in an enjoyable way.

Objectives

By the end of the workshop participants should:

• Have learnt new skills for managing their emotions.
• Realise that they are not alone and that there is support available.
• Have fun and make a connection with other carers.

Bullying in the Workplace

It has been estimated that 19 million working days in the UK alone are lost due to workplace bullying. This comes at a cost of two billion pounds – every year! So what do we think is bullying behaviour and how can we recognise and deal with it?

From verbal to physical abuse anyone can be at risk from bullying behaviours and many of us can easily slip into disrespectful behaviour towards others and even believe it is justified. This workshop explores workplace civility and what effect repeated negative behaviour can have on individuals, work colleagues and other staff of all grades. It also examines what we can do about bullying and how we can adapt our own behaviour to manage it. Preconceptions are that often bullying behaviours happen between people in senior and subordinate posts. This workshop challenges these preconceptions and shows that bullying behaviours can occur between anyone. There is NO role play.

Aim

To understand what constitutes workplace bullying and what impact it can have.

Objectives

By the end of the workshop participants should:

• Know what are considered bullying behaviours.
• Understand what effect these behaviours have on other staff.
• Recognise how to approach certain situations without exhibiting any bullying behaviours.

Creativity and Innovation

A workshop that fires up the creative juices. Does your organisation or company need to think more imaginatively about its products and services? Is it time for something new, bold and innovative? We will give you tried and tested techniques to think beyond average; to turbo-charge your ideas and use your inventiveness to rise above your competitors.

Aim

To think creatively about any aspect of your business and generate unlimited possibilities.

Objectives

By the end of the workshop participants should:

• Know multiple sure-fire ways to think creatively.
• Understand mental blockages and how to shift them.
• Be able to generate multiple solutions to any problem.
• Feel confident and excited about being creative.

Volunteers

Volunteering is not just about the desire to help other people. There are now a lot more expectations of volunteers and what they can achieve. There are skills which, when developed, will make the volunteering process more beneficial to the volunteer, the organisation they will be working for and the people they will be helping. However, volunteers don’t always feel confident in their skills so Cascade has created a hugely enjoyable session which helps develop these basic abilities. Through a series of playful, but meaningful, exercises we elicit the necessary confidence required and show people just how skilled they already really are.

Aim

To reinforce and develop latent skills for volunteering.

Objectives

By the end of the workshop participants should:

• Appreciate their own listening skills and have improved them.
• Understand what impact body language has on communication.
• Know how to use open or closed questions to help the person with whom they are working.