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Course Outline
Understanding Ourselves and Others
- What drives our behaviour?
- How can we distinguish which aspects of this behaviour are acceptable – as required by our business role – and which are not?
- How can we “adapt” our behaviour to prevent conflict or defuse conflicts caused by others?
- What constitutes effective communication in potential and actual conflict situations?
Emotional Intelligence
- Emotions and their consequences, both in creating and managing conflict
- The significance of understanding our “EQ” (as opposed to the more conventional IQ)
- The five stages 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 towards colleagues and customers?
- How can we build rapport with colleagues and customers?
- What are the advantages of “True Rapport” in our interpersonal relationships?
Customer and Stakeholder Management
- Satisfying Stakeholders
- Stakeholder Analysis: internal and external stakeholders
- Addressing conflict in Customer and / or Stakeholder interactions
Assertiveness
- Aggressive versus Assertive versus Submissive
- Benefits of Assertive Behaviour
Confrontation
- The Confrontational Model – Fierce Conversations
- The PRO Model: a template for planning and successfully conducting Fierce Conversations
Handling Conflict
- What causes conflict?
- The Phases of Conflict Handling
- Understanding the Conflict
- Understanding your / the other person’s position in the conflict
- Resolving the Conflict
- Kilmann’s Five Conflict-Handling Modes – and how to apply them
- 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.
