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Course Outline

Module 1: Self and Others Awareness

  • Factors influencing our behavioral patterns
  • Distinguishing between acceptable behaviors required by our business roles and those that are not
  • The role of feedback: understanding how others perceive and interact with us

Module 2: Communication Dynamics

  • Mechanisms of interpersonal communication
  • Assessing the benefits and drawbacks of various media channels
  • Defining effective communication and strategies for achieving it
  • Applying individual thinking and learning styles to daily professional tasks

Module 3: Emotional Intelligence

  • The impact of emotions on outcomes
  • The critical importance of EQ compared to traditional IQ
  • Daniel Goleman’s five components of Emotional Intelligence:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Module 4: Effective Delegation

  • Defining the concept of delegation
  • The step-by-step process of delegating tasks

Module 5: Transactional Analysis

  • Analyzing our reactions to colleagues and customers
  • Strategies for building rapport with professional counterparts
  • The value of genuine rapport in strengthening interpersonal relationships

Module 6: Stakeholder Management

  • Meeting the needs of stakeholders
  • Analyzing both internal and external stakeholder interests

Module 7: Navigating Change

  • The nine fundamental principles of change management
  • Understanding emotional responses to organizational change
  • Addressing resistance and identifying potential benefits

Module 8: Conflict Resolution

  • Root causes of interpersonal conflict
  • Stages in conflict management:
    • Analyzing the nature of the conflict
    • Understanding one’s own and the other party’s perspective
    • Implementing resolution strategies
  • Applying Kilmann’s five modes of conflict handling
  • Strategies for bridging divides
 21 Hours

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