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Course Outline
Understanding Ourselves and Others
- What drives our behavioural patterns?
- How can we identify which aspects of this behaviour are acceptable—mandated by our business roles—and which are not?
- How can we 'adapt' our behaviour to prevent potential conflicts or diffuse those arising from others?
- What constitutes effective communication in both potential and actual conflict scenarios?
Emotional Intelligence
- The role of emotions in both creating and resolving conflict
- The significance of understanding our 'EQ' (Emotional Quotient) compared to the more traditional IQ
- The five stages of Goleman’s Emotional Intelligence model:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Why do we react or respond in specific ways towards colleagues and customers?
- How can we establish stronger rapport with colleagues and customers?
- What are the advantages of achieving 'True Rapport' in our interpersonal relationships?
Customer and Stakeholder Management
- Strategies for satisfying stakeholders
- Stakeholder Analysis: covering both internal and external stakeholders
- Navigating conflict in Customer and/or Stakeholder interactions
Assertiveness
- Contrasting Aggressive, Assertive, and Submissive styles
- The benefits of adopting assertive behaviour
Confrontation
- The Confrontational Model – Fierce Conversations
- The PRO Model: a structured template for planning and successfully conducting Fierce Conversations
Handling Conflict
- Identifying the root causes of conflict
- The Phases of Conflict Handling
- Understanding the Conflict
- Clarifying your and the other party’s positions in the conflict
- Resolving the Conflict
- Kilmann’s Five Conflict-Handling Modes – and how to apply them effectively
- Bridging the Gap
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.
