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Course Outline
Module 1: Understanding Ourselves and Others
- Exploring the drivers behind human behaviour
- Identifying which behavioural aspects are appropriate for business roles versus those that are not
- Receiving feedback on how others perceive and interact with us
Module 2: Communication
- Methods for communicating effectively with others
- Evaluating the advantages and disadvantages of different communication media
- Defining effective communication and strategies for achieving it
- Understanding individual thinking and learning styles and their application to daily work
Module 3: Emotional Intelligence
- The impact and consequences of emotions
- Understanding the significance of Emotional Quotient (EQ) compared to the traditional IQ
- The five stages of Goleman’s Emotional Intelligence model:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Module 4: Delegation
- Defining delegation
- The stages involved in effective delegation
Module 5: Transactional Analysis
- Understanding why we act or react in specific ways towards colleagues and customers
- Strategies for building rapport with colleagues and customers
- The benefits of establishing “True Rapport” in interpersonal relationships
Module 6: Stakeholder Management
- Techniques for satisfying stakeholders
- Conducting stakeholder analysis for both internal and external parties
Module 7: Dealing with Change
- The nine key principles of change
- Emotional responses to change
- Resistance to change – and recognising the benefits of resistance
Module 8: Handling Conflict
- Root causes of conflict
- The phases of conflict handling
- Understanding the conflict
- Identifying your position and that of the other party in the conflict
- Resolving the conflict
- Kilmann’s Five Conflict-Handling Modes – and how to apply them
- Bridging the Gap
21 Hours
Testimonials (2)
Training was tailored to my needs
Patricia - Embraer
Course - Influencing and Avoiding Conflict
As it was a 1:1, the personalization of the content.
