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Duration 14 hours
Course Outline
Self-Analysis and Understanding Others
- What drives our behavior?
- How can we discern which behaviors align with professional standards and role requirements versus those that are inappropriate?
- How can we modify our actions to prevent the onset of conflict or de-escalate tensions created by others?
- What constitutes effective communication during potential or active disputes?
Emotional Intelligence
- The role of emotions in both generating and resolving conflict
- The significance of developing EQ, in contrast to traditional IQ metrics
- Dan Goleman’s five components of Emotional Intelligence:
- Self-Awareness
- Self-Regulation
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Why do we respond to colleagues and customers in specific ways?
- Strategies for building rapport with team members and clients
- The advantages of 'True Rapport' in interpersonal interactions
Managing Clients and Stakeholders
- Meting stakeholder expectations
- Stakeholder mapping: identifying internal and external parties
- Navigating conflicts within client and stakeholder interactions
Assertiveness
- Distinguishing between aggressive, assertive, and passive styles
- The positive outcomes of assertive conduct
Direct Confrontation
- The Direct Communication framework – Fierce Conversations
- The PRO Model: a structured method for planning and executing direct dialogues
Conflict Resolution
- Identifying the root causes of conflict
- Stages of managing disputes
- Analyzing the nature of the conflict
- Understanding one’s own and the other party’s perspective
- Achieving resolution
- Applying Kilmann’s Five Conflict-Handling Modes
- Closing the gap between parties
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.