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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

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