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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

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