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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

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