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Course Outline

Understanding Ourselves and Others

  • Factors influencing behavioral patterns
  • Identifying which aspects of behavior are appropriate and required by business roles, versus those that are not acceptable
  • Techniques to 'adapt' behavior to prevent conflict triggers or defuse tensions arising from others
  • Defining effective communication strategies in both potential and actual conflict scenarios

Emotional Intelligence

  • How emotions drive both the creation and resolution of conflict
  • The critical value of understanding 'EQ' (Emotional Quotient) compared to traditional IQ
  • The five components of Goleman’s Emotional Intelligence framework:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Reasons behind specific reactions to colleagues and clients
  • Strategies for building rapport with team members and customers
  • Advantages of establishing 'True Rapport' in interpersonal relationships

Managing Customers and Stakeholders

  • Strategies for satisfying stakeholder needs
  • Stakeholder Analysis: mapping internal and external parties
  • Approaches to resolving conflict in customer and/or stakeholder engagements

Assertiveness

  • Differentiating between aggressive, assertive, and submissive styles
  • Advantages of adopting assertive behavior

Confrontation

  • The Confrontational Model: 'Fierce Conversations'
  • The PRO Model: a structured template for planning and executing successful 'Fierce Conversations'

Managing Conflict

  • Root causes of conflict
  • The Phases of Conflict Handling
    • Clarifying the nature of the conflict
    • Understanding your perspective and that of the other party
    • Implementing resolution strategies
  • Kilmann’s Five Conflict-Handling Modes and their practical application
  • Strategies for bridging gaps between parties
 14 Hours

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