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Duration 14 hours
Course Outline
Self and Others Awareness
- What drives our specific behaviors?
- How do we discern which behaviors are acceptable—required by our business role—and which are not?
- How can we 'adjust' our conduct to prevent conflict triggers or to de-escalate tension initiated by others?
- What does 'Effective Communication' entail in both potential and active conflict scenarios?
Emotional Intelligence
- The role of emotions and their outcomes in both generating and resolving conflict
- The significance of understanding 'EQ' (contrasted with the conventional IQ)
- The five components of Goleman’s Emotional Intelligence framework:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Why do we respond or react in specific ways towards colleagues and customers?
- Methods for fostering rapport with team members and clients
- The advantages of 'True Rapport' within interpersonal dynamics
Client and Stakeholder Management
- Meeting Stakeholder Expectations
- Stakeholder Evaluation: internal and external parties
- Addressing conflicts during client and/or stakeholder interactions
Assertiveness
- Aggressive vs Assertive vs Passive styles
- Advantages of Assertive Conduct
Confrontation
- The Confrontation Approach – Fierce Conversations
- The PRO Framework: a guide for preparing and executing Fierce Conversations effectively
Conflict Resolution
- Root causes of conflict
- The Stages of Conflict Management
- Analyzing the Dispute
- Comprehending your or the counterpart’s stance in the dispute
- Settling the Dispute
- Kilmann’s Five Conflict Management Styles – and their practical application
- Closing the Gap
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.
