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Duration 14 hours
Course Outline
Self-Awareness and Understanding Others
- Exploring the drivers behind our behavioral patterns
- Identifying which actions are role-appropriate and professional, and which are not
- Adapting one's behavior to prevent the onset of conflict or to mitigate disputes initiated by others
- Defining effective communication strategies in the context of potential or active conflicts
Emotional Intelligence
- Analyzing the role of emotions in both triggering and resolving conflicts
- The critical importance of Emotional Quotient (EQ) compared to traditional Intellectual Quotient (IQ)
- Exploring the five dimensions of Goleman’s Emotional Intelligence framework:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Understanding why we react to colleagues and customers in specific ways
- Techniques for building strong rapport with team members and clients
- The value of genuine connection in fostering healthy interpersonal relationships
Stakeholder and Client Engagement
- Strategies for meeting stakeholder expectations
- Conducting stakeholder analysis across internal and external groups
- Navigating disputes during interactions with clients and stakeholders
Assertiveness
- Differentiating between aggressive, assertive, and submissive behaviors
- Highlighting the professional advantages of assertive conduct
Constructive Confrontation
- Applying the Confrontational Model through Fierce Conversations
- Using the PRO Model as a framework for planning and executing effective dialogues
Conflict Resolution
- Identifying the root causes of workplace conflict
- The key stages in managing conflict:
- Analyzing the nature of the dispute
- Understanding the positions of all parties involved
- Implementing resolution strategies
- Applying Kilmann’s Five Conflict-Handling Modes in practical scenarios
- Techniques for bridging communication gaps
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.
