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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
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.