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Course Outline
Self- and Peer-Awareness
- Exploring the factors that influence our behavior
- Determining which behavioral aspects align with professional expectations and which do not
- Learning to 'adapt' conduct to prevent potential disputes or diffuse existing ones
- Defining Effective Communication in both prospective and active conflict scenarios
Emotional Intelligence
- The role of emotions in generating and managing conflict
- Valuing 'EQ' (Emotional Quotient) alongside traditional IQ
- Goleman’s five components of Emotional Intelligence:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Analyzing why we respond to peers and clients in specific ways
- Strategies for building rapport with team members and clients
- The advantages of 'True Rapport' in interpersonal dynamics
Client and Stakeholder Engagement
- Making stakeholders feel valued and satisfied
- Conducting Stakeholder Analysis: internal and external perspectives
- Addressing conflicts during interactions with clients and stakeholders
Assertiveness
- Differentiating between Aggressive, Assertive, and Submissive styles
- Realizing the benefits of assertive conduct
Confrontation
- The Confrontational Model – Fierce Conversations
- The PRO Model: a framework for planning and executing Fierce Conversations successfully
Conflict Resolution
- Identifying the root causes of conflict
- The stages of Conflict Handling
- Analyzing the nature of the conflict
- Understanding your own and the other party’s perspective
- Working towards resolution
- Applying Kilmann’s Five Conflict-Handling Modes
- Closing the gap between parties
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.
