Thank you for sending your enquiry! One of our team members will contact you shortly.
Thank you for sending your booking! One of our team members will contact you shortly.
Duration 14 hours
Course Outline
Self-Understanding and Interpersonal Awareness
- Exploring the drivers behind our behavioral patterns
- Distinguishing between behaviors that are acceptable or required by our professional roles and those that are not
- Strategies to 'adapt' our conduct to prevent potential conflicts or diffuse existing tensions initiated by others
- Defining effective communication strategies within the context of potential or active disputes
Emotional Intelligence
- Examining the role of emotions in both the creation and management of conflict
- Highlighting the value of understanding our 'EQ' alongside traditional IQ metrics
- Reviewing the five dimensions of Goleman’s Emotional Intelligence framework:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Analyzing the reasons behind our reactions to peers and clients
- Techniques for establishing stronger rapport with colleagues and customers
- Exploring the advantages of building 'True Rapport' in interpersonal relationships
Customer and Stakeholder Engagement
- Meeting the expectations of various stakeholders
- Conducting stakeholder analysis across internal and external groups
- Managing conflicts during interactions with clients and/or stakeholders
Assertiveness
- Differentiating between aggressive, assertive, and submissive styles
- Evaluating the advantages of assertive behavior
Confrontation
- The Confrontational Model based on Fierce Conversations
- The PRO Model: a structured approach for planning and executing effective Fierce Conversations
Conflict Resolution
- Identifying the root causes of conflict
- Navigating the stages of conflict management:
- Analyzing the nature of the conflict
- Understanding the positions of all parties involved
- Implementing resolution strategies
- Applying Kilmann’s Five Conflict-Handling Modes in practice
- Strategies for bridging communication gaps
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.
