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Course Outline

Understanding Ourselves and Others

  • What drives our behaviour?
  • How can we determine which aspects of this behaviour are acceptable or required by our business role, and which are not?
  • How can we 'adapt' our behaviour to prevent conflict or defuse conflicts caused by others?
  • What constitutes effective communication in potential and actual conflict situations?

Emotional Intelligence

  • Emotions and their consequences in both creating and resolving conflict
  • The significance of understanding our 'EQ' (emotional intelligence) compared to the more standard IQ
  • The five stages of Goleman's Emotional Intelligence model:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Why do we act or react in specific ways towards colleagues and customers?
  • How can we build rapport with colleagues and customers?
  • What are the benefits of 'True Rapport' in our interpersonal relationships?

Customer and Stakeholder Management

  • Satisfying stakeholders
  • Stakeholder analysis: internal and external stakeholders
  • Addressing conflict in customer and/or stakeholder interactions

Assertiveness

  • Aggressive vs. Assertive vs. Submissive
  • Benefits of assertive behaviour

Confrontation

  • The Confrontational Model – Fierce Conversations
  • The PRO Model: a template for planning and successfully undertaking Fierce Conversations

Handling Conflict

  • What causes conflict?
  • The Phases of Conflict Handling
    • Understanding the conflict
    • Understanding your/other person's position in the conflict
    • Resolving the conflict
  • Kilmann's Five Conflict-Handling Modes – and how to apply them
  • Bridging the gap
 14 Hours

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