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Course Outline
Self-Perception and Understanding Others
- What drives our behavior?
- How to identify which actions are appropriate or required for our business role, versus those that are inappropriate
- Strategies to "adjust" our conduct to prevent the onset of disputes or to de-escalate tension caused by others
- The role of Effective Communication in both potential and active dispute scenarios
Emotional Intelligence
- The role of emotions in generating and managing conflict
- Why "EQ" is critical compared to standard IQ
- The five components of Goleman’s Emotional Intelligence framework:
- Self-Awareness
- Self-Regulation
- Internal Motivation
- Empathy
- Social Skills
Transactional Analysis
- Why we respond to colleagues and clients in specific ways
- Techniques for establishing rapport with teammates and customers
- The advantages of achieving "Authentic Rapport" in interpersonal connections
Client and Stakeholder Engagement
- Meeting the needs of Stakeholders
- Stakeholder mapping: identifying internal and external parties
- Managing disagreements during interactions with Clients and/or Stakeholders
Assertive Communication
- Distinguishing Aggressive, Assertive, and Passive styles
- The advantages of adopting assertive behavior
Direct Engagement
- The Direct Model – applying Fierce Conversations
- The PRO Model: A framework for planning and executing effective Fierce Conversations
Managing Disputes
- Root causes of conflict
- The stages of Conflict Resolution
- Analyzing the dispute
- Understanding your perspective and the other party’s position
- Resolving the issue
- Kilmann’s Five Conflict Styles – and their practical application
- Closing the distance to find common ground
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.