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Duration 14 hours
Course Outline
Self-Awareness and Understanding Others
- Exploring the drivers behind our behavior
- Identifying which actions align with professional role requirements and which do not
- Adapting behavioral responses to prevent disputes or de-escalate tension caused by others
- Defining effective communication strategies during potential and active conflict scenarios
Emotional Intelligence
- Examining how emotions drive the creation and resolution of conflict
- The critical role of EQ compared to standard IQ
- Goleman’s five pillars of Emotional Intelligence:
- Self-Awareness
- Self-Regulation
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Analyzing why we react in specific ways to peers and clients
- Strategies for building stronger rapport with colleagues and customers
- The value of 'True Rapport' in fostering healthy interpersonal relationships
Client and Stakeholder Relations
- Maintaining stakeholder satisfaction
- Analyzing internal and external stakeholder needs
- Managing conflict during interactions with clients and stakeholders
Assertiveness
- Differentiating between aggressive, assertive, and submissive styles
- The advantages of adopting assertive behavior
Direct Confrontation
- Applying the Confrontational Model via Fierce Conversations
- Utilizing the PRO Model as a framework for planning and executing difficult dialogues
Conflict Resolution Strategies
- Identifying root causes of conflict
- The stages of managing conflict
- Analyzing the nature of the conflict
- Understanding all parties' positions and perspectives
- Implementing solutions to resolve the issue
- Kilmann’s Five Modes of Conflict Handling and their practical application
- 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.
