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 Duration 14 hours

Course Outline

Self-Reflection and Understanding Others

  • What factors influence our behavior?
  • How can we differentiate between behaviors that are acceptable or required by our professional role and those that are not?
  • In what ways can we adjust our behavior to prevent the root causes of conflict or to de-escalate situations initiated by others?
  • What constitutes effective communication during potential or active conflict scenarios?

Emotional Intelligence

  • The role of emotions in both generating and managing conflict
  • The significance of grasping our “EQ” (in contrast to the conventional IQ)
  • The five components of Goleman’s Emotional Intelligence framework:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • What drives our reactions toward colleagues and clients?
  • Strategies for establishing rapport with team members and customers
  • The advantages of “Genuine Rapport” in interpersonal dynamics

Client and Stakeholder Engagement

  • Meeting Stakeholder Expectations
  • Stakeholder Analysis: Identifying internal and external parties
  • Navigating conflicts within client and/or stakeholder interactions

Assertiveness

  • Distinguishing between Aggressive, Assertive, and Submissive styles
  • The advantages of employing assertive behavior

Confrontation Strategies

  • The Confrontational Approach – Fierce Conversations
  • The PRO Model: A framework for planning and executing Fierce Conversations successfully

Conflict Management

  • Identifying the root causes of conflict
  • The Stages of Conflict Resolution
    • Analyzing the Conflict
    • Understanding one’s own and the other party’s perspective in the dispute
    • Resolving the Conflict
  • Kilmann’s Five Conflict Handling Styles – and their practical application
  • Closing the Gap

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