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Course Outline

Understanding Ourselves and Others

  • What drives our behavior?
  • 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 or defuse conflicts arising from 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 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 establishing “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 Behaviors
  • Benefits of Assertive Behavior

Confrontation

  • The Confrontational Model – Fierce Conversations
  • The PRO Model: A template for planning and successfully conducting Fierce Conversations

Handling Conflict

  • Causes of Conflict
  • The Phases of Conflict Handling
    • Understanding the Conflict
    • Understanding Your and 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

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