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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
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.