Handling Conflict with Confidence Treningskurs

Last updated

Kurskode

handcc

Varighet

14 timer (vanligvis 2 dag inkludert pauser)

Oversikt

Publikum

Ansatte som må være fullstendig klar over problemene rundt konflikt og hvordan de skal takle det:
  • Kollegene deres
  • Sjefene deres
  • Deres interne og eksterne kunder og interessenter

Kursets format

Kurset vil være en svært interaktiv kombinasjon av:

  • Tilrettelagte diskusjoner
  • Lysbildepresentasjoner
  • Øvelser og
  • Casestudier

Ved slutten av kurset vil delegatene kunne:

  • Forstå konflikt og dens virkning på oss selv og andre
  • Definer assertiv og ikke-assertiv atferd
  • Sett pris på behovet for selvledelse før du administrerer andre
  • Utvikle evne til å engasjere konflikt assertivt
  • Bygg selvtillit gjennom demonstrasjoner og praktiske simuleringer

Machine Translated

Kursplan

Understanding Ourselves and Others

  • What makes us behave the way we do?
  • How can we understand which parts of this behaviour is acceptable – is required by our role in the business – and which parts are not acceptable?
  • How can we “adapt” behaviour to prevent the causes of conflict or to defuse conflict caused by others?
  • What do we mean by Effective Communication in potential and actual conflict situations?

Emotional Intelligence

  • Emotions and their consequences both in creating and in dealing with conflict
  • The importance of understanding our “EQ” (as opposed to the more-standard IQ)
  • The five stages of Goleman’s Emotional Intelligence model:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Why do we act / react in a certain way to colleagues and customers?
  • How can we build rapport with colleagues and customers?
  • What are the benefits of “True Rapport” in our inter-personal relationships?

Customer and Stakeholder Management

  • Satisfying Stakeholders
  • Stakeholder Analysis: internal and external stakeholders
  • Dealing with conflict in Customer and / or Stakeholder interactions

Assertiveness

  • Aggressive v Assertive v Submissive
  • Benefits of Assertive Behaviour

Confrontation

  • The Confrontational Model – Fierce Conversations
  • The PRO Model: a template for planning and successfully undertaking Fierce Conversations

Handling Conflict

  • What causes conflict?
  • The Phases of Conflict Handling
    • Understanding the Conflict
    • Understanding your / the other person’s position in the conflict
    • Resolving the Conflict
  • Kilmann’s Five Conflict-Handling Modes – and how to apply them
  • Bridging the Gap

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