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Course Outline
Self-Insight and Understanding Others
- Factors influencing our behavioral patterns
- Differentiating between acceptable role-based behaviors and those that are not
- Adapting conduct to prevent or mitigate disputes initiated by others
- The role of effective communication in both potential and active conflict scenarios
Emotional Intelligence
- The impact of emotions on the generation and resolution of conflict
- The significance of Emotional Quotient (EQ) versus standard IQ
- Dan Goleman’s five pillars of Emotional Intelligence:
- Self-Awareness
- Self-Regulation
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Analyzing the reasons behind our reactions to peers and clients
- Techniques for establishing rapport with colleagues and customers
- The value of genuine connection in professional relationships
Stakeholder and Client Engagement
- Meeting stakeholder expectations
- Analyzing internal and external stakeholder groups
- Managing disagreements during client and stakeholder interactions
Assertiveness
- Contrasting aggressive, assertive, and submissive styles
- The advantages of assertive communication
Direct Confrontation
- The Fierce Conversations framework
- The PRO Model: a structured approach for planning and executing difficult dialogues
Navigating Disputes
- Identifying the root causes of conflict
- Stages in the conflict resolution process
- Identifying the core issues
- Understanding the positions of all parties involved
- Facilitating a resolution
- Kilmann’s five modes of conflict management and their application
- Bridging differences to find common ground
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.
