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Duration 14 hours
Course Outline
Self-Understanding and Understanding Others
- What drives our behavioral patterns?
- How can we distinguish between acceptable behaviors—those required by our business role—and those that are not?
- How can we modify our behavior to prevent conflict triggers or de-escalate disputes initiated by others?
- What does effective communication entail in both potential and active conflict scenarios?
Emotional Intelligence
- The role of emotions in generating and resolving disputes
- The value of understanding EQ (in contrast to the more conventional IQ)
- The five components of Goleman’s Emotional Intelligence framework:
- Self-Awareness
- Self-Regulation
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Why do we respond in specific ways to colleagues and clients?
- Strategies for establishing rapport with peers and customers
- The advantages of achieving “True Rapport” in interpersonal dynamics
Client and Stakeholder Relations
- Maintaining Stakeholder Satisfaction
- Stakeholder Analysis: Covering both internal and external parties
- Navigating conflicts during interactions with Clients and/or Stakeholders
Assertiveness
- Comparing Aggressive, Assertive, and Submissive styles
- The advantages of exhibiting Assertive Behavior
Direct Confrontation
- The Confrontational Framework: Fierce Conversations
- The PRO Model: A structure for planning and executing Fierce Conversations effectively
Managing Disputes
- Root causes of conflict
- Stages of Conflict Resolution
- Analyzing the nature of the dispute
- Understanding the positions of all parties involved
- Resolving the issue
- Application of Kilmann’s Five Conflict-Handling Modes
- Closing the Gap
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.
