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Course Outline
Self-Awareness and Understanding Others
- Exploring the drivers behind our behavioural patterns
- Identifying which actions align with professional expectations and which do not
- Adapting behaviour to prevent disputes or de-escalate tensions initiated by others
- Defining Effective Communication in the context of potential and active conflicts
Emotional Intelligence
- The role of emotions in triggering and resolving conflicts
- The value of understanding Emotional Quotient (EQ) alongside Intelligence Quotient (IQ)
- Key components of Goleman’s Emotional Intelligence framework:
- Self-Awareness
- Self-Regulation
- Internal Motivation
- Empathy
- Social Skills
Transactional Analysis
- Analyzing reaction patterns towards peers and clients
- Strategies for establishing strong rapport with stakeholders
- The advantages of building 'True Rapport' in interpersonal dynamics
Client and Stakeholder Relations
- Maintaining satisfaction among key parties
- Conducting Stakeholder Analysis across internal and external groups
- Addressing friction in interactions with clients and stakeholders
Assertiveness
- Differentiating between Aggressive, Assertive, and Passive styles
- Realizing the benefits of assertive conduct
Confrontation Strategies
- The Confrontational Model: Fierce Conversations
- Applying the PRO Model: a framework for planning and executing meaningful conversations
Conflict Resolution
- Identifying root causes of conflict
- Stages of Conflict Management
- Analyzing the underlying issue
- Understanding the positions of all parties involved
- Implementing resolution strategies
- Applying Kilmann’s Five Conflict-Handling Modes
- Overcoming barriers to effective resolution
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.
