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Course Outline
Module 1: Self-Awareness and Understanding Others
- Factors influencing personal behaviour
- Distinguishing between acceptable, role-specific behaviours and those that are inappropriate
- Feedback mechanisms: how others perceive and interact with us
Module 2: Communication
- Mechanisms of interpersonal interaction
- Advantages and disadvantages of different communication mediums
- Defining and achieving effective communication
- Applying individual thinking and learning styles to daily work tasks
Module 3: Emotional Intelligence
- The impact of emotions and their outcomes
- The significance of Emotional Intelligence (EQ) compared to IQ
- Components of Goleman’s Emotional Intelligence model:
- Self-Awareness
- Self-Regulation
- Motivation
- Empathy
- Social Skills
Module 4: Delegation
- Defining the concept of delegation
- The stages involved in the delegation process
Module 5: Transactional Analysis
- Reasons behind specific reactions to colleagues and clients
- Techniques for building rapport with team members and customers
- The benefits of 'True Rapport' in interpersonal relationships
Module 6: Stakeholder Management
- Meeting stakeholder expectations
- Analysing internal and external stakeholders
Module 7: Managing Change
- Nine key principles of change management
- Emotional responses to change
- Navigating resistance to change and identifying potential benefits
Module 8: Conflict Management
- Root causes of conflict
- Stages in conflict resolution:
- Analyzing the conflict
- Understanding individual positions and perspectives
- Resolving the dispute
- Application of Kilmann’s Five Conflict-Handling Modes
- Strategies for bridging the gap
21 Hours
Testimonials (2)
Training was tailored to my needs
Patricia - Embraer
Course - Influencing and Avoiding Conflict
As it was a 1:1, the personalization of the content.
