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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

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