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Duration 14 hours
Course Outline
Self-Awareness and Understanding Others
- Exploring the drivers behind our actions and reactions
- Identifying which behaviours are appropriate for professional roles and which are not
- Adapting personal behaviour to prevent conflicts or de-escalate situations triggered by others
- Defining effective communication strategies for both potential and active conflict scenarios
Emotional Intelligence
- Examining the role of emotions in both generating and resolving conflict
- Appreciating the value of EQ (Emotional Intelligence) alongside standard IQ
- Reviewing Goleman’s five pillars of Emotional Intelligence:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Analyzing why we respond in specific ways to colleagues and customers
- Techniques for building strong professional rapport
- The value of authentic connection in interpersonal relationships
Managing Clients and Stakeholders
- Strategies for meeting stakeholder expectations
- Conducting stakeholder analysis across internal and external groups
- Navigating conflict during interactions with customers and stakeholders
Assertiveness
- Differentiating between aggressive, assertive, and submissive styles
- Recognizing the professional benefits of assertive conduct
Constructive Confrontation
- Applying the Fierce Conversations model for difficult dialogues
- Using the PRO framework to plan and execute meaningful, high-stakes conversations
Conflict Resolution
- Identifying root causes of workplace conflict
- Navigating the stages of conflict management
- Analyzing the nature of the conflict
- Understanding all parties’ positions and perspectives
- Working toward a resolution
- Applying Kilmann’s five modes of conflict handling to real-world situations
- Strategies for closing gaps and finding common ground
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.
