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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
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.