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Course Outline
Self-Awareness and Understanding Others
- Factors influencing our behavior
- Distinguishing acceptable role-based conduct from inappropriate actions
- Modifying behavior to prevent or mitigate conflicts initiated by others
- The role of effective communication in potential and active conflict scenarios
Emotional Intelligence
- The impact of emotions on generating and managing conflict
- The significance of emotional quotient (EQ) compared to intellectual quotient (IQ)
- Dan Goleman’s five components of emotional intelligence:
- Self-Awareness
- Self-Regulation
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Drivers behind our responses to colleagues and clients
- Building genuine rapport with peers and customers
- The advantages of authentic connection in interpersonal dynamics
Client and Stakeholder Engagement
- Making stakeholders feel valued and satisfied
- Analyzing internal and external stakeholders
- Managing conflicts during client or stakeholder interactions
Assertiveness
- Differentiating aggressive, assertive, and submissive styles
- The advantages of assertive behavior
Confrontation
- The Fierce Conversations framework
- The PRO Model: a structured approach to planning and executing Fierce Conversations
Conflict Resolution
- Root causes of conflict
- Key stages in managing conflict
- Analyzing the nature of the conflict
- Understanding personal and opposing positions
- Resolving the dispute
- Applying Kilmann’s five conflict-handling modes
- Building bridges to close gaps
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.