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Course Outline

Self-Insight and Understanding Others

  • Examining the underlying drivers of our behaviors
  • Evaluating which behaviors are appropriate and required by our professional roles, and identifying those that are not
  • Learning to "adapt" conduct to prevent conflict or de-escalate tensions initiated by others
  • Defining effective communication strategies for potential and active conflict scenarios

Emotional Intelligence

  • The role of emotions in generating and resolving conflicts
  • The significance of developing Emotional Quotient (EQ) alongside traditional IQ
  • Dan Goleman’s five pillars of Emotional Intelligence:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Analyzing the psychological reasons behind our reactions to colleagues and clients
  • Strategies for building strong professional rapport with peers and customers
  • The advantages of establishing "True Rapport" in interpersonal interactions

Client and Stakeholder Engagement

  • Meeting the expectations of diverse stakeholders
  • Conducting stakeholder analysis for both internal and external parties
  • Managing conflicts that arise during client and stakeholder interactions

The Art of Assertiveness

  • Distinguishing between aggressive, assertive, and submissive styles
  • The professional benefits of adopting an assertive approach

Effective Confrontation

  • The Confrontational Model centered on Fierce Conversations
  • The PRO Model: a structured framework for planning and executing Fierce Conversations successfully

Conflict Resolution Strategies

  • Identifying the root causes of workplace conflict
  • The progression of conflict management
    • Analyzing the nature of the conflict
    • Assessing one's own and the other party's perspective within the dispute
    • Working toward a resolution
  • Kilmann’s Five Modes of Conflict Handling and their practical application
  • Techniques for bridging differences and finding common ground
 14 Hours

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