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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
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.