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Course Outline

Module 1: Self-Awareness and Understanding Others

  • What drives our behavior?
  • Distinguishing between acceptable and unacceptable conduct in the context of business roles
  • Feedback: Perceiving how others view and interact with us

Module 2: Communication

  • Mechanisms of interpersonal communication
  • Advantages and disadvantages of various communication mediums
  • Defining Effective Communication and strategies for achieving it
  • Aligning thinking and learning styles with daily professional tasks

Module 3: Emotional Intelligence

  • The impact of emotions on outcomes
  • The value of developing EQ compared to standard IQ
  • Goleman’s five stages of Emotional Intelligence:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Module 4: Delegation

  • The definition and principles of Delegation
  • The process stages involved in delegation

Module 5: Transactional Analysis

  • Understanding behavioral patterns toward colleagues and customers
  • Building rapport with team members and clients
  • The benefits of 'True Rapport' in interpersonal dynamics

Module 6: Stakeholder Management

  • Making stakeholder satisfaction a priority
  • Analyzing internal and external stakeholders

Module 7: Navigating Change

  • The nine fundamental principles of change management
  • Emotional responses to organizational change
  • Understanding resistance to change and its potential benefits

Module 8: Conflict Management

  • Root causes of conflict
  • The progression of conflict handling
    • Assessing the nature of the conflict
    • Understanding the positions of all parties involved
    • Achieving conflict resolution
  • Applying Kilmann’s Five Conflict-Handling Modes
  • Closing the gap between parties
 21 Hours

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