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Duration 14 hours
Course Outline
Self and Others Awareness
- What drives our behavioral patterns?
- How can we distinguish between behaviors that are acceptable or role-mandated versus those that are not?
- In what ways can we “adjust” our conduct to mitigate conflict triggers or de-escalate disputes initiated by others?
- What constitutes Effective Communication in scenarios involving potential or active disputes?
Emotional Intelligence
- The role of emotions in both triggering and resolving disputes
- The significance of understanding our “EQ” (in contrast to the conventional IQ)
- The five dimensions of Goleman’s Emotional Intelligence framework:
- Self-Awareness
- Self-Regulation
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- What factors influence our reactions toward colleagues and clients?
- Strategies for fostering rapport with team members and customers
- The advantages of establishing “Authentic Rapport” within professional relationships
Client and Stakeholder Engagement
- Metting stakeholder expectations
- Stakeholder Assessment: analyzing internal and external parties
- Navigating disputes during interactions with customers and/or stakeholders
Assertiveness
- Differentiating between Aggressive, Assertive, and Submissive styles
- The advantages of adopting assertive behaviors
Direct Engagement
- The Confrontation Framework – Fierce Conversations
- The PRO Model: a structure for planning and executing Fierce Conversations effectively
Conflict Resolution
- Root causes of interpersonal and professional disputes
- The Stages of Conflict Management
- Identifying the nature of the dispute
- Comprehending individual and opposing positions within the conflict
- Resolving the issue
- Kilmann’s Five Conflict-Handling Modes – and their practical application
- Closing the distance between parties
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.
