1

Emotional Intelligence (EI):

• ◆ The ingredients of EI 
• ◆ EI Self-Assessment 
• ◆ The 1, 2, 3 of Empathy
• ◆ The Moccasin Approach 
• ◆ EI in Values & Behaviours

2

Communicating Effectively (CE):

◆ Miscommunication & Bias

◆ The Impact of Communication

◆ Communication Self-Assessment

◆ The Communication Cycle

◆ Communication Health Check 

3 

High Performing Teams (HPT):

• ◆ Group vs Team
• ◆ Managing a Team 
• ◆ 6 Stages of Creating a HPT
• ◆ Accountability & Responsibility
• ◆ HPT Self-Assessment  

4

The Moccasin Manager (TMM):

• ◆ The ingredients of EI
• ◆ The Moccasin Manager Principles 
• ◆ Assertiveness and EI
• ◆ “Clean” Decision Making
• ◆ TMM Self - Assessment 

5

Managing My Day (MMD):

◆ Perceptions about time

◆ Accountability & responsibility

◆ Analysis of what we do

◆ Hint and tips to save time

◆ Working collectively to save time 

6 

Career Development (CD):

• ◆ The Moccasin Approach 
• ◆ SAS feedback
• ◆ The development cycle
• ◆ Accountability and responsibility
• ◆ Reviewing and evaluating  

7

Interactive Presentation Skills:

• ◆ The Do’s and Don’ts 
• ◆ Interaction and engagement
• ◆ Planning, structure and timings
• ◆ Experiment, practice & clarity
• ◆ The polishing and presenting

8

The Moccasin Trainer (TMT):

◆ Training vs presenting

◆ Measurable objective writing

◆ Skill, Knowledge & Understanding

◆ The 5 stages of a session

◆ Test to ensure objectives are met  

9 

The Moccasin Coach (TMC):

• ◆ Understanding coaching
• ◆ The Moccasin Approach
• ◆ The coaching structure & cycle
• ◆ Using powerful questions
• ◆ The coaches review

10

Managing Meetings (MM):

• ◆ Evaluate the need
• ◆ Planning and preparation
• ◆ Agendas/Timings/Timekeepers
• ◆ Questions, politics and emotions
• ◆ Structuring and taking minutes

11

Managing Change (MC):

• ◆ Defining change and how it feels
• ◆ The change curve and cycle
• ◆ Change and EI
• ◆ The big SELL
• ◆ impact management & review 

12 

Managing Projects (MP):

• ◆ Scoping the project
• ◆ Stakeholders
• ◆ Planning and aiming off
• ◆ Risk and mitigation
• ◆ Reviewing and evaluating

13

The Altrocentric Leader (TAL):

• ◆ Defining leadership
• ◆ Identifying leaders
• ◆ How “Altrocentric” works
• ◆ How we can employ it best
• ◆ What does it look and feel like

14

Customer Facing Skills (CFS):

◆ Me as a customer

◆ What challenges do I offer?

◆ How do we see customers?

◆ How do customers see us?

◆ Using the customer facing cycle 

15 

Centre Support Specialist (CSS):

• ◆ Independent learners needs
• ◆ The “art” of Socratic coaching
• ◆ Monitoring and mentoring
• ◆ The coaching cycle
• ◆ Challenging behaviours