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Course Outline
Understanding Ourselves and Others
- What drives our behavioral patterns?
- How can we identify which aspects of our behavior are acceptable or required by our business role, and which are not?
- How can we "adapt" our behavior to prevent the roots of conflict or defuse conflict caused by others?
- What constitutes effective communication in situations of potential or actual conflict?
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 components of Goleman’s Emotional Intelligence model:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Why do we act or react in specific ways toward colleagues and customers?
- How can we establish rapport with colleagues and customers?
- What are the benefits of "True Rapport" in our interpersonal relationships?
Customer and Stakeholder Management
- Meeting stakeholder needs
- Stakeholder Analysis: identifying internal and external stakeholders
- Navigating conflict in customer and/or stakeholder interactions
Assertiveness
- Contrasting Aggressive, Assertive, and Submissive styles
- The advantages of adopting Assertive Behavior
Confrontation
- The Confrontational Model – Fierce Conversations
- The PRO Model: a framework for planning and successfully executing Fierce Conversations
Handling Conflict
- Identifying the causes of conflict
- The Phases of Conflict Handling
- Understanding the Conflict
- Understanding your position and that of the other party in the conflict
- Resolving the Conflict
- Kilmann’s Five Conflict-Handling Modes – and their application
- 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.