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Course Outline
Exploring Self and Others
- What drives our behavioral patterns?
- How can we identify which behaviors align with our professional role and which do not?
- How can we adjust our approach to prevent the emergence of conflict or de-escalate disputes initiated by others?
- What constitutes effective communication in scenarios involving potential or active disagreement?
Emotional Intelligence
- The role of emotions in both generating and managing disputes
- The critical importance of understanding Emotional Quotient (EQ) versus traditional IQ
- The five dimensions of Goleman’s Emotional Intelligence framework:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Why do we respond to colleagues and clients in specific ways?
- Strategies for establishing rapport with team members and customers
- The advantages of achieving "True Rapport" in interpersonal connections
Client and Stakeholder Management
- Metting stakeholder expectations
- Stakeholder analysis: evaluating internal and external parties
- Navigating disagreements within client and stakeholder interactions
Assertiveness
- Differentiating between aggressive, assertive, and submissive styles
- The advantages of maintaining an assertive stance
Confrontation
- The Confrontational Approach – Fierce Conversations
- The PRO Model: a framework for preparing and executing effective Fierce Conversations
Conflict Resolution
- Identifying the root causes of disputes
- Stages of conflict management
- Assessing the nature of the dispute
- Understanding the perspectives of both parties
- Working towards a resolution
- Kilmann’s Five Conflict-Handling Modes – and their practical application
- Closing the gap between parties
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.
