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Course Outline
Self-Awareness and Social Dynamics
- Exploring the drivers behind our behavior
- Distinguishing between actions aligned with business role expectations and those that fall outside professional boundaries
- Adapting behavioral responses to mitigate conflict triggers or de-escalate disputes initiated by others
- Defining Effective Communication within the context of potential or active conflicts
Emotional Intelligence
- Examining the role of emotions in both the origin and management of conflict
- Highlighting the value of EQ (Emotional Quotient) over traditional IQ metrics
- Applying the five stages of Goleman’s Emotional Intelligence framework:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Analyzing the reasons behind our reactions to peers and clients
- Strategies for establishing stronger connections with colleagues and customers
- Evaluating the advantages of 'True Rapport' in fostering healthy interpersonal relationships
Client and Stakeholder Relations
- Meeting the expectations of stakeholders
- Conducting Stakeholder Analysis across internal and external parties
- Managing conflict during interactions with customers and stakeholders
Assertive Communication
- Differentiating between Aggressive, Assertive, and Submissive styles
- Identifying the benefits of maintaining assertive behavior
Direct Confrontation
- Utilizing the Confrontational Model based on Fierce Conversations
- Implementing the PRO Model as a framework for planning and executing effective Fierce Conversations
Conflict Resolution Strategies
- Identifying the root causes of conflict
- Navigating the stages of conflict management:
- Analyzing the nature of the conflict
- Assessing the positions of all parties involved
- Working towards a resolution
- Applying Kilmann’s Five Conflict-Handling Modes in practical scenarios
- Bridging communication gaps to achieve consensus
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.
