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 Duration 21 hours

Course Outline

Module 1: Self- and Other-Awareness

  • What factors drive our behavioral patterns?
  • How can we distinguish between behaviors that are acceptable—or mandated by our professional role—and those that are not?
  • Feedback: How are we perceived and how do others interact with us?

Module 2: Communication

  • What are the mechanisms of our interaction with others?
  • What are the specific advantages and disadvantages of various communication mediums?
  • Defining Effective Communication and the methods to achieve it
  • Individual thinking and learning styles and their application in daily professional tasks

Module 3: Emotional Intelligence

  • Emotions and their resulting impacts
  • The significance of grasping our “EQ” (in contrast to the conventional IQ)
  • The five components of Goleman’s Emotional Intelligence framework:
    • Self-Awareness
    • Self-Regulation
    • Motivation
    • Empathy
    • Social Skills

Module 4: Delegation

  • Defining Delegation
  • The sequential steps involved in delegating tasks

Module 5: Transactional Analysis

  • Why do we react to coworkers and clients in specific ways?
  • Strategies for establishing strong rapport with colleagues and clients
  • The value of “True Rapport” within interpersonal professional relationships

Module 6: Stakeholder Management

  • Meeting the expectations of stakeholders
  • Analyzing both internal and external stakeholder groups

Module 7: Navigating Change

  • The nine fundamental principles of change management
  • Emotional responses triggered by organizational change
  • Resistance to change – and the potential advantages of such resistance

Module 8: Managing Conflict

  • Root causes of conflict
  • The stages of conflict resolution
    • Comprehending the nature of the conflict
    • Understanding the positions held by oneself and the other party
    • Resolving the dispute
  • Kilmann’s Five Modes of Conflict Handling – and their practical application
  • Bridging differences

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