Course Outline
Introduction to Communication Issues
- Communication process and its stages
- The importance of verbal and non-verbal communication
- Techniques and tools for effective communication
Principles of Effective Communication as a Fundamental Element in Organizational Contacts
- Self-analysis of your own communication style
- Errors in communication
- Communication barriers
- Stages of creating interpersonal contact
- Direct communication vs. telephone communication
Communication in the Organization
- Communication networks in the organization
- Information flow models and their optimization
- Tasks and tools for internal communication
Effective Conversation Management
- Shaping your own image as a sender and receiver of the message
- Factors influencing the quality of professional contacts between employees
- Active listening as a tool for effective communication
- Factors disrupting listening and understanding speech
- The art of asking questions
- Psychological mechanisms and influence techniques
In Harmony with Yourself and Good Relations with Others – The Concept of Assertive Behaviors
- The concept of assertiveness
- Your own rights
- When to decide to be assertive
- Types of behaviors: aggressive, submissive, assertive
- Building "I" statements as the basis for assertive expression of opinions, judgments, and emotions
- Why we are afraid to say "no" – what holds us back
- Self-esteem stemming from treating yourself assertively
What It Means to Respect Yourself and Others – What Happens When We Agree or Refuse
- The ability to refuse and accept refusal
- The ability to argue
- Defense against manipulation
- Accepting negative and positive evaluations, reacting to forms of criticism
- Providing constructive feedback
Conflict, Difference of Opinion, or Quarrel? Definition of the Concept of Conflict
- What is conflict – essence and types of conflicts
- Types of conflicts regarding participants.
- When interpersonal conflict becomes internal conflict – Kurt Lewin's theory
Where Does It Come From? Or About the Main Sources of Conflicts
- Everyone pulls in their own direction – differences in goals
- My way is always better – differences in values or viewpoints
- Who is who – i.e., organizational ambiguity
The Devil Isn't So Frightening – Or Does Conflict Always Hinder? Functional and Dysfunctional Conflicts
- Is every conflict destructive to the team?
- When does conflict build?
- What does the constructive or destructive power of conflict depend on?
When Looking at the Same Thing, We See Something Different – Perceptual Distortions Occurring in Conflict
- The significance of personal attitude and motivation in conflict
- What makes it difficult for us and what helps us see the essence of the conflict
- How to put yourself in someone else's shoes – i.e., view the conflict through others' eyes
Who Are You and Who Can You Be – Styles of Behavior in Mastering Conflicts
- Nothing is the same – types of behaviors in conflict situations
- Panacea ????? Does correct behavior exist in every dispute?
- When persistence wins – consequences of rigidly applying individual styles
About the Conflict That Helps and Develops – Assertive and Developmental Use of Conflicts in Team Work
- Assertive skills useful in conflict resolution
- How to turn lead into gold – i.e., how to make conflict yield a positive result in team work?
How Not to Drown in Conflict? – Strategies Used in Conflict Situations
- I win – You lose
- You win – I lose
- No losers – turning conflict into cooperation
Working with Emotions in Conflict, i.e., How to Cope in a Difficult Situation
- A volcano full of lava – or about emotions that can take control over us
- Introduction to stress management training
- Relaxation and concentration methods
Not Just Trained Paths – i.e., Creative Principles of Conflict Resolution
- In how many ways can a conflict solution be found?
- Is there a golden mean helpful in finding agreement?
- Optimal ways to resolve conflict in the company
Requirements
The goal of the training will be to review and improve the competencies necessary to achieve business objectives, both in individual work and in teamwork.
Testimonials (2)
The flexibility of the trainer to adjust the topics according to my profile.
Carlos - Magotteaux International SA
Course - Efektywna komunikacja interpersonalna i rozwiązywanie konfliktów
I really like the trainer's attitude and humor
