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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

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