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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
Testimonials (3)
I enjoyed the trainer Attitude and style, her knowledge and structure of training.
Mahsa Chegini - Albemarle
Course - Handling Conflict with Confidence
The theorie was OK, partly aready known. The excercises and the following analysis were very helpfull.
Iwona Hiltebrand - Credit Suisse AG
Course - Handling Conflict with Confidence
I genuinely enjoyed this course because it was short & to the point.