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Course Outline
Self-Reflection and Understanding Others
- Exploring the drivers behind our everyday actions
- Distinguishing between behaviours that are appropriate for our professional roles and those that are not
- Adapting our responses to prevent potential disputes or de-escalate existing tensions
- Defining effective communication strategies for both latent and active conflict situations
Emotional Intelligence
- The role of emotions in both triggering and managing conflict
- The critical value of emotional intelligence (EQ) compared to standard cognitive intelligence (IQ)
- An overview of Goleman’s five components of Emotional Intelligence:
- Self-Awareness
- Self-Regulation
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Understanding the psychological reasons behind our reactions to colleagues and clients
- Techniques for establishing strong rapport with professional partners
- The advantages of achieving "True Rapport" to enhance interpersonal relationships
Managing Customers and Stakeholders
- Strategies for meeting stakeholder expectations
- Conducting stakeholder analysis across internal and external groups
- Effectively managing conflict during interactions with clients and key stakeholders
Assertiveness
- Differentiating between aggressive, assertive, and submissive behaviours
- Understanding the professional benefits of adopting an assertive approach
Constructive Confrontation
- Applying the Confrontational Model from Fierce Conversations
- Using the PRO Model as a framework for planning and executing meaningful conversations
Resolving Conflict
- Identifying the root causes of workplace friction
- Navigating the key phases of conflict management:
- Analyzing the nature of the conflict
- Understanding the perspectives of all parties involved
- Implementing resolution strategies
- Applying Kilmann’s Five Conflict-Handling Modes to real-world scenarios
- Techniques for bridging communication gaps and finding common ground
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.
