Get in Touch

Course Outline

Understanding Ourselves and Others

  • What drives our behaviors?
  • How can we identify which aspects of our behavior are acceptable or required by our business role, and which are not?
  • How can we 'adapt' our behavior to prevent conflict triggers or defuse conflicts caused by others?
  • What constitutes effective communication in both potential and actual conflict scenarios?

Emotional Intelligence

  • The role of emotions in creating and managing conflict
  • The significance of understanding our 'EQ' (Emotional Quotient) compared to the more traditional IQ
  • The five stages of Goleman’s Emotional Intelligence model:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Why do we act or react in specific ways toward colleagues and customers?
  • How can we build rapport with colleagues and customers?
  • What are the benefits of 'True Rapport' in interpersonal relationships?

Customer and Stakeholder Management

  • Satisfying Stakeholders
  • Stakeholder Analysis: internal and external stakeholders
  • Managing conflict in Customer and/or Stakeholder interactions

Assertiveness

  • Aggressive vs. Assertive vs. Submissive
  • Benefits of Assertive Behavior

Confrontation

  • The Confrontational Model – Fierce Conversations
  • The PRO Model: a template for planning and successfully undertaking Fierce Conversations

Handling Conflict

  • What causes conflict?
  • The Phases of Conflict Handling
    • Understanding the Conflict
    • Understanding your/the other person’s position in the conflict
    • Resolving the Conflict
  • Kilmann’s Five Conflict-Handling Modes – and how to apply them
  • Bridging the Gap
 14 Hours

Number of participants


Price per participant

Testimonials (3)

Upcoming Courses

Related Categories