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Course Outline
Self-Insight and Understanding Others
- What drives our behavioural patterns?
- How can we discern which actions are appropriate for our business role and which fall outside acceptable bounds?
- How can we adjust our conduct to prevent disputes or mitigate tension arising from others?
- What defines Effective Communication within potential or active conflict scenarios?
Emotional Intelligence
- The role of emotions in both triggering and resolving conflict
- The significance of developing 'EQ' as an alternative to traditional IQ
- Dan Goleman’s five pillars of Emotional Intelligence:
- Self-Awareness
- Self-Regulation
- Internal Motivation
- Empathy
- Social Skills
Transactional Analysis
- Understanding the reasons behind our reactions to colleagues and clients
- Strategies for establishing strong rapport with team members and customers
- The value of 'True Rapport' in enhancing interpersonal connections
Client and Stakeholder Engagement
- Mitigating Stakeholder Expectations
- Stakeholder Mapping: Identifying internal and external parties
- Managing disagreements during client and stakeholder interactions
Assertiveness
- Differentiating Aggressive, Assertive, and Submissive styles
- The advantages of adopting an assertive approach
Confrontation Strategies
- The Confrontational Model – Fierce Conversations
- The PRO Model: A framework for planning and executing Fierce Conversations successfully
Conflict Resolution
- Identifying the root causes of disagreement
- The stages of managing conflict
- Analyzing the conflict
- Understanding one’s own and the counterpart’s positions
- Facilitating resolution
- Kilmann’s Five Conflict Modes – Practical application strategies
- Constructing Bridges across Divides
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.
