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Course Outline

Understanding Ourselves and Others

  • Factors influencing our behaviour
  • How to distinguish between acceptable (or role-required) and unacceptable behaviours
  • Strategies to 'adapt' behaviour to prevent conflict triggers or defuse conflicts caused by others
  • Defining 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 more traditional IQ
  • The five stages of Goleman’s Emotional Intelligence model:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Reasons for specific actions and reactions towards colleagues and customers
  • Methods to build rapport with colleagues and customers
  • Benefits of 'True Rapport' in interpersonal relationships

Customer and Stakeholder Management

  • Satisfying stakeholder needs
  • Stakeholder analysis: identifying internal and external stakeholders
  • Managing conflict in customer and/or stakeholder interactions

Assertiveness

  • Differentiating between aggressive, assertive, and submissive behaviours
  • Advantages of adopting assertive behaviour

Confrontation

  • The Confrontational Model – Fierce Conversations
  • The PRO Model: a template for planning and successfully executing Fierce Conversations

Managing Conflict

  • Root causes of conflict
  • The phases of conflict handling:
    • Understanding the conflict
    • Understanding your own and the other person’s positions in the conflict
    • Resolving the conflict
  • Kilmann’s Five Conflict-Handling Modes and their application
  • Bridging the gap
  •  14 Hours

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