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Course Outline
Self and Others: Understanding the Dynamics
- What drives our behaviour?
- How do we identify which behaviours are appropriate for our professional role and which are not?
- How can we adjust our conduct to prevent conflicts or de-escalate situations triggered by others?
- What defines effective communication during potential or active disputes?
Emotional Intelligence
- The role of emotions in both sparking and resolving conflict
- The value of understanding our EQ (compared to standard IQ)
- Overview of the five stages of Goleman’s Emotional Intelligence framework:
- Self-awareness
- Self-management
- Motivation
- Empathy
- Social skills
Transactional Analysis
- Why do we respond to colleagues and clients in specific ways?
- Strategies for building genuine rapport with team members and customers
- The advantages of establishing 'True Rapport' in interpersonal connections
Managing Clients and Stakeholders
- Metting stakeholder expectations
- Analysing internal and external stakeholders
- Addressing conflict within client and stakeholder interactions
Assertiveness
- Comparing aggressive, assertive, and submissive styles
- The benefits of adopting assertive behaviour
Confrontation
- Applying the Confrontational Model and 'Fierce Conversations' principles
- Using the PRO Model as a guide for planning and executing difficult conversations successfully
Managing Conflict
- Identifying the root causes of conflict
- Navigating the phases of conflict resolution
- Recognising the nature of the conflict
- Understanding both your own and the other party’s perspective
- Finding a resolution
- Applying Kilmann’s Five Conflict-Handling Modes
- Bridging gaps in understanding to reach 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.
