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Course Outline
Module 1: Self and Others Awareness
- Factors influencing our behavioural patterns
- Distinguishing between acceptable role-specific behaviours and those that are not
- Feedback: Understanding how others perceive and interact with us
Module 2: Communication
- Methods of interpersonal communication
- Advantages and disadvantages of different communication media
- Defining Effective Communication and strategies to achieve it
- Applying individual thinking and learning styles to daily work
Module 3: Emotional Intelligence
- Emotions and their impact
- The significance of Emotional Intelligence (EQ) compared to standard IQ
- Goleman’s Emotional Intelligence model stages:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Module 4: Delegation
- Definition of Delegation
- The process and stages of delegation
Module 5: Transactional Analysis
- Understandings of reaction patterns towards colleagues and customers
- Strategies for building rapport with colleagues and customers
- The value of “True Rapport” in interpersonal relationships
Module 6: Stakeholder Management
- Maintaining stakeholder satisfaction
- Stakeholder analysis covering internal and external parties
Module 7: Change Management
- Nine core principles of change
- Emotional responses to organizational change
- Resistance to change and the potential benefits of resistance
Module 8: Conflict Resolution
- Root causes of conflict
- Stages of conflict handling:
- Analyzing the conflict
- Understanding the positions of all parties involved
- Resolving the conflict
- Kilmann’s Five Conflict-Handling Modes and their application
- Closing the gap between parties
21 Hours
Testimonials (2)
Training was tailored to my needs
Patricia - Embraer
Course - Influencing and Avoiding Conflict
As it was a 1:1, the personalization of the content.
