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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

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