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Course Outline
Self-Awareness and Understanding Others
- What drives our behavioural patterns?
- How can we distinguish between professional conduct required by our roles and inappropriate actions?
- How can we 'adjust' our approach to either prevent friction or mitigate tensions arising from others?
- What does effective communication entail in both potential and active conflict scenarios?
Emotional Intelligence
- The role of emotions in both triggering and resolving disputes
- The critical value of Emotional Quotient (EQ) compared to traditional Intelligence Quotient (IQ)
- The five components of Goleman’s Emotional Intelligence framework:
- Self-Perception
- Self-Regulation
- Internal Drive
- Empathy
- Interpersonal Skills
Transactional Analysis
- Why do we respond in specific ways to peers and clients?
- Strategies for fostering rapport with colleagues and stakeholders
- The advantages of building 'genuine connection' in professional relationships
Client and Stakeholder Engagement
- Meeting stakeholder expectations
- Stakeholder mapping: analyzing internal and external parties
- Navigating disagreements during interactions with clients and stakeholders
Assertiveness
- Contrasting aggressive, assertive, and submissive styles
- The advantages of assertive communication
Confrontation Strategies
- The Confrontational Model – Fierce Conversations
- The PRO Framework: a guide for structuring and executing difficult dialogues
Resolving Conflict
- Root causes of workplace friction
- Stages in Conflict Resolution
- Diagnosing the underlying issues
- Understanding individual perspectives within the dispute
- Achieving a resolution
- Application of Kilmann’s Five Conflict-Handling Styles
- Closing the gap between parties
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.