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Duration 21 hours
Course Outline
Self-Reflection and Understanding Others
- Factors driving our behavior
- Distinguishing between acceptable behaviors mandated by business roles and those that are not
- Feedback: Perspectives on how others perceive and interact with us
Communication Skills
- Methods of interacting with others
- Pros and cons of different communication media
- Defining effective communication and strategies for achieving it
- Applying individual thinking and learning styles to daily operations
Emotional Intelligence
- The impact of emotions
- The value of understanding "EQ" (contrast with standard IQ)
- Goleman’s five dimensions of Emotional Intelligence:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Delegation
- The concept of delegation
- Key stages in the delegation process
Transactional Analysis
- Underlying reasons for specific reactions to colleagues and clients
- Building rapport with team members and customers
- The advantages of "True Rapport" in professional relationships
Stakeholder Management
- Meeting stakeholder expectations
- Assessing internal and external stakeholders
Managing Change
- Nine fundamental principles of change management
- Emotional responses to organizational change
- Navigating resistance to change and identifying its potential benefits
Conflict Resolution
- Root causes of conflict
- Key phases in conflict management:
- Analyzing the conflict
- Understanding the positions of all parties involved
- Resolving the dispute
- Application of Kilmann’s Five Conflict-Handling Modes
- Closing the gap between parties
Requirements
No prior experience is required.
Testimonials (2)
Training was tailored to my needs
Patricia - Embraer
Course - Influencing and Avoiding Conflict
As it was a 1:1, the personalization of the content.
