Get in Touch

Course Outline

Self and Others Awareness

  • What drives our behavior?
  • How can we distinguish between acceptable behaviors required by our business role and those that are not?
  • How can we modify our actions to prevent conflicts or de-escalate situations caused by others?
  • What constitutes Effective Communication in potential or active conflict scenarios?

Emotional Intelligence

  • The role of emotions in triggering and managing conflict
  • The value of understanding 'EQ' (Emotional Quotient) versus IQ
  • Goleman’s five dimensions of Emotional Intelligence:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Why do we respond to colleagues and clients in specific ways?
  • Strategies for building rapport with peers and customers
  • The advantages of 'True Rapport' in interpersonal dynamics

Client and Stakeholder Relations

  • Meting stakeholder expectations
  • Stakeholder Analysis: internal and external parties
  • Managing conflict during client and stakeholder interactions

Assertiveness

  • Differentiating Aggressive, Assertive, and Submissive styles
  • The benefits of assertive conduct

Confrontation

  • The Confrontational Model – Fierce Conversations
  • The PRO Model: a framework for planning and executing Fierce Conversations

Conflict Resolution

  • Root causes of conflict
  • Stages of Conflict Management
    • Comprehending the conflict
    • Understanding your and the other party's position
    • Resolving the issue
  • Kilmann’s Five Conflict-Handling Modes – and their application
  • Closing the Gap
 14 Hours

Number of participants


Price per participant

Testimonials (3)

Upcoming Courses

Related Categories