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Duration 14 hours
Course Outline
Self-Understanding and Perceiving Others
- Exploring the drivers behind our behavior
- Evaluating which behavioral traits are professional and necessary for our roles, and which are counterproductive
- Learning to adapt behaviors to prevent the emergence of conflict or to mitigate disputes initiated by others
- Defining effective communication strategies for both potential and active conflict scenarios
Emotional Intelligence
- Examining how emotions influence the creation and resolution of disputes
- Understanding the value of EQ as a complement to traditional IQ
- Applying the five components of Goleman’s Emotional Intelligence framework:
- Self-Awareness
- Self-Regulation
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Analyzing the reasons for specific reactions toward colleagues and clients
- Strategies for building stronger professional rapport
- Realizing the advantages of authentic connection in interpersonal relationships
Client and Stakeholder Engagement
- Meeting stakeholder expectations
- Conducting stakeholder analysis across internal and external groups
- Managing disputes during interactions with clients and stakeholders
Assertiveness
- Differentiating between aggressive, assertive, and passive behaviors
- Identifying the professional benefits of assertive communication
Direct Confrontation
- Utilizing the Confrontational Model through Fierce Conversations
- Using the PRO Model as a structured approach to planning and executing difficult dialogues
Conflict Resolution
- Identifying the root causes of disagreement
- Navigating the stages of conflict management:
- Analyzing the core of the issue
- Understanding the positions of all parties involved
- Facilitating resolution
- Applying Kilmann’s Five Conflict-Handling Modes in practice
- Developing strategies to bridge gaps and reach consensus
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.
