Behavioral Masterclass: Effective Use of Soft Skills in the Workplace

Intermediate to Advanced
7 Nasba
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Course Overview

This intensive and practical course will develop the understanding and competences needed for effective use of soft skills in the workplace.
The course will be facilitated by Ben Dobbs, an ILM Level 7 Leadership Coach, certified Change Management Specialist (CMS), certified Crisis Manager (CCMC) and Six Sigma Black Belt Professional (SSBBP) with extensive international training experience in the GCC and internationally.
The course will be assessed by a brief knowledge and skills based examination at the end of the course. Performance in shorter practice tasks will also be evaluated.
Blerta Isai Mustafa
Training Adviser

Key Takeaways

Fully understand the meaning and value of soft skills and how these skills are used to build relationships and achieve results.
Be better able to influence without need to use authority, put forward arguments and engage in relationship-focused principled negotiation.
Advance as leaders and know how and why to use mentoring and coaching approaches and associated competences such as the levels of listening.
Understand conflict, take the conflict mode test and developed their competences in acting as a mediator to resolve conflicts.
Have developed their spoken and written communication and the ability to use communication for positive relationships and results.

London School of Business and Finance
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LSBF EE offers a range of short programmes and postgraduate certificate courses, tailored specifically to the needs of working professionals who want to succeed in today’s globalised business climate. The school was established in 2003 and has campuses in the UK and Singapore; it is also partnered with the award-winning online platform InterActive, delivering education to students around the world who can’t attend classes on campus. The LSBF experience is career-driven, tailored to each individual student, and led by expert tutors who are passionate about their subject and about teaching.

Course Outline

Day 1: THEME: Relationships and Results
Introduction to the course
- Introduction and group dynamics
- Course Objectives
Introducing the Soft skills
- What are soft skills?
- Hard skills vs soft skills?
- Why soft skills matter
- The virtuous circle of relationships and results
Emotional Intelligence (EI)
- What is El and what are it's five components?
- Self-awareness and self-regulation
- Using the three types of empathy
- Conducting a self-assessment
- Having a positive attitude
- The communication cycle
- Communicative variables
- What is effective communication?
Building Trust
- What is trust and what are the types of trust?
- Building and repairing trust
Providing Feedback
- Sources of feedback
- Feedback models and approaches
- Feedback vs. feedforward
Day 2: THEME: Influencing Without Authority
DISC Analysis and It's Implications
- What is DISC?
- The DISC variables
- Managing, leading and communicating with DISC
- Taking a DISC assessment
- Ways to change thinking and action
- Assertiveness and responsiveness
- Push and pull influencing
- Managing up - Influencing games
- What is argument?
- Using ethos, pathos, logos and kairos
- Putting forward an argument using rhetorical approaches
Written Communication
- Etiquette and soft skills for writing
- Controlling your diplomacy
- Avoiding flaming
Principled Negotiation
- Principled vs. positional negotiation
- Negotiation approaches and tactics
- Negotiation roleplay
Day 3: THEME: Teamwork and Motivation
- What is a team? - The laws of highly effective teams
- The team formation cycle
- Team dysfunctions and overcoming them
- Team roles and Belbin
- Team development
- Virtual teams
- Types of motivation
- Factors that motivate and demotivate
- Demotivation vs. unmotivation
Managing Stress
- Types of stress
- Working under pressure
- Stress-management approaches
- Managing the working environment
- Positive attitude and mindfulness
Managing Time and Using Delegation
- Planning and organising
- Responsibility and accountability
- Being adaptable, proactive and agile
- Delegation and it's uses and scopes
- How to delegate, what to delegate and what not to delegate
Day 4: THEME: Leadership as a Soft Skill
The Leadership Concept
- Leadership as a people-focused soft skill vs. management as a task-focused hard skill
- Leadership styles and their pros and cons
- Authenticity, ethics and leadership
- Effective leaders vs. toxic leaders
- Evaluating leaders
Being Decisive and Making Decisions
- Setting direction (goal, objective, missin, vision, values)
- Decision types in the workplace
- Considering impacts, obstacles and outcomes
- Using decision trees
- Handling decisions in a crisis roleplay
Mentoring and Coaching Skills
- What are mentoring and coaching?
- The nine levels of listening
- Asking the right questions
- Problem and solution- focused conversations
- Practices and reflection
Being a Creative Problem Solver
- Key terms for problem solving
- Talking about causes and effects
- Using creativity and lateral thinking
- Being resourceful
- Brainstorming and troubleshooting
- Troubleshooting simulation
Day 5: THEME: Conflict
- What is confliuct, what effects does it have and where does it stem from?
- Taking the conflict mode intrument test
- The conflict mode and their pros and cons
- Conflict simulation
- What is meditation?
- The meditation process
- Meditation tools and techniques
- Meditation practice simulation
Personal Branding
- Creating your own personal brand in the workplace and managing your reputation
Bringing It All Together
- Participant presentations
- Review quiz
- Examination
- Golden rules for great soft skills
- Personal action planning
- Recommended reading

Who Should Attend?

This highly practical and interactive course has been specifically designed for
Anyone who needs or wishes to build their soft skills in order to build relationships and achieve results.


What language will the course be taught in and what level of English do I need to take part in an LEORON training program?
Most of our public courses are delivered in English language. You need to be proficient in English to be able to fully participate in the workshop and network with other delegates. For in-house courses we have the capability to train in Arabic, Dutch, German and Portuguese.
Are LEORON Public courses certified by an official body/organization?
LEORON Institute partners with 20+ international bodies and associations.We also award continuing professional development credits (CPE/PDUs) for:1. NASBA (National Association of State Boards of Accountancy) 2. Project Management Institute PDUs 3. CISI credits 4. GARP credits 5. HRCI recertification credits 6. SHRM recertification credits
What is the deadline for registering to a public course?
The deadline to register for a public course is 14 days before the course starts. Kindly note that occasionally we do accept late registrations as well, but this needs to be confirmed with the project manager of the training program or with our registration desk that can be reached at +10461 4 10465 5711 or
What does the course fee cover?
The course fee covers a premium training experience in a 5-star hotel, learning materials, lunches & refreshments, and for some courses, the certification fee and membership with the accrediting bodies.
Does LEORON give discounts?
Yes, we can provide discounts for group bookings. If you would like to discuss a discount on a corporate level, we will be happy to talk to you.


  • Review:
    IAMM Internal Audit Maturity Model
    In recognition of their dedication and contribution supporting IKEA Saudi Arabia in arranging training programs during 2017 & 2018, looking forward for more development and exciting effort this year. On behalf of IKEA Saudi Arabia, THANK YOU!
    Dalal Kutbi
    Country Learning & Development Manager at IKEA Saudi Arabia
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    Certified Professional in Quality and Patient Safety
    Dating back to 2014, Mobily’s “LEORON” experience has grown from a single collaboration to a long-term partnership. We consider ‘’LEORON” Institute as a strategic partner, whose contribution has been nothing but premium in equipping our staff with field-based knowledge and information. Past three years have resulted with an expanded collaboration with superior customer service and support. Best Regards,
    Turki S. Alsahaan
    Dir L&D, Talent Management at Mobily, Etihad Etisalat Company
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    Certified Professional in Quality and Patient Safety
    Since the partnership was signed between BAE Systems Saudi Development & Training and LEORON in 2017, we have been working together to offer the Saudi market a complete portfolio of training solutions benefiting from the wide and extensive experience of both parties. Recognizing the great success of this partnership, we are looking for further collaborations in the future that will position both companies as one of the leading training providers in Saudi Arabia. We thank the LEORON team for their full cooperation and continuing support, and look forward to further success together in the years to come.
    Emad Alrajih
    VP, Business Winning at BAE Systems Saudi Development & Training
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    Certified Professional in Quality and Patient Safety
    We have been working with LEORON for the past two years and will be working with them again this upcoming year. The programs they delivered were fruitful and exciting and our organization has received positive feedback from the participants. What our organization aims to do is to provide at no cost training for all the private sector employees so that they may benefit from our offered programs in Innovation and Professional development. Leoron has helped us achieve this goal. We look forward to continuing this service and wish them the best of luck. Regards,
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    Sr. Program Officer, Enterprise Learning & Human Development at Kuwait Foundation for the Advancemen