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Course Outline
Self-Awareness and Understanding Others
- Examining the underlying drivers of individual behavior
- Differentiating between behaviors that fulfill professional roles and those that are counterproductive
- Strategies for adapting one's conduct to prevent disputes or de-escalate tensions initiated by others
- Defining effective communication practices during potential and active conflicts
Emotional Intelligence
- Exploring the role of emotions in both triggering and resolving disputes
- The critical role of EQ (Emotional Quotient) compared to traditional IQ
- Deep dive into the five components of Goleman’s Emotional Intelligence framework:
- Self-Awareness
- Self-Regulation
- Intrinsic Motivation
- Empathy
- Interpersonal Skills
Transactional Analysis
- Analyzing why individuals react in specific ways toward peers and clients
- Techniques for establishing genuine rapport with coworkers and customers
- The impact of authentic connection on interpersonal dynamics
Managing Relationships with Clients and Stakeholders
- Strategies for meeting the expectations of key stakeholders
- Conducting analysis of both internal and external stakeholder groups
- Navigating and resolving conflicts arising from client or stakeholder interactions
Developing Assertiveness
- Distinguishing between aggressive, assertive, and submissive communication styles
- Understanding the professional advantages of assertive behavior
Effective Confrontation Techniques
- Applying the Confrontational Model through Fierce Conversations
- Utilizing the PRO Model as a structured guide for planning and executing difficult dialogues
Conflict Resolution Strategies
- Identifying root causes of workplace disputes
- Navigating the stages of conflict management:
- Analyzing the core issues of the conflict
- Understanding the perspectives of all parties involved
- Implementing strategies to resolve the disagreement
- Applying Kilmann’s Five Conflict-Handling Modes in practical scenarios
- Techniques for finding common ground and bridging communication gaps
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.
