Thank you for sending your enquiry! One of our team members will contact you shortly.
Thank you for sending your booking! One of our team members will contact you shortly.
Course Outline
Understanding Ourselves and Others
- Identify the drivers behind our behaviors
- Determine which aspects of this behavior are acceptable, required by our business roles, and which are not
- Learn to "adapt" behaviors to prevent conflict causes or defuse conflict initiated by others
- Define effective communication in both potential and actual conflict situations
Emotional Intelligence
- Explore emotions and their consequences in creating and resolving conflict
- Understand the significance of "EQ" (Emotional Quotient) compared to the traditional IQ
- Master the five stages of Goleman’s Emotional Intelligence model:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Analyze why we act or react in specific ways toward colleagues and customers
- Strategies for building rapport with colleagues and customers
- Identify the benefits of "True Rapport" in interpersonal relationships
Customer and Stakeholder Management
- Techniques for satisfying stakeholders
- Stakeholder analysis for both internal and external parties
- Strategies for handling conflict in customer and/or stakeholder interactions
Assertiveness
- Compare aggressive, assertive, and submissive approaches
- Recognize the benefits of assertive behavior
Confrontation
- Introduce the Confrontational Model – Fierce Conversations
- Utilize the PRO Model: a template for planning and successfully conducting Fierce Conversations
Handling Conflict
- Identify the root causes of conflict
- Navigate the phases of conflict handling:
- Understanding the conflict
- Assessing your own position and that of the other party
- Resolving the conflict
- Apply Kilmann’s Five Conflict-Handling Modes
- Techniques for bridging the gap
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.