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Duration 14 hours
Course Outline
Self-Awareness and Understanding Others
- Exploring the drivers behind our behavioral patterns
- Evaluating which behaviors align with professional role expectations and which do not
- Strategies for adapting conduct to prevent disputes or de-escalate tensions initiated by others
- Defining effective communication tactics for both potential and active conflict scenarios
Emotional Intelligence
- The role of emotions in both triggering and resolving conflicts
- Why emotional quotient (EQ) is a more critical metric than standard IQ in this context
- Dan Goleman’s five pillars of Emotional Intelligence:
- Self-Awareness
- Self-Regulation
- Internal Motivation
- Empathy
- Social Skills
Transactional Analysis
- Analyzing why we respond to colleagues and clients in specific ways
- Techniques for establishing strong rapport with professional contacts
- The advantages of 'True Rapport' in fostering healthy interpersonal relationships
Managing Clients and Stakeholders
- Strategies for meeting stakeholder expectations
- Conducting stakeholder analysis covering both internal and external parties
- Navigating disagreements during interactions with clients and stakeholders
Assertiveness
- Differentiating between aggressive, assertive, and submissive styles
- The professional benefits of maintaining assertive behavior
Confrontation Techniques
- The Fierce Conversations framework for constructive confrontation
- Utilizing the PRO Model as a strategic template for planning and executing difficult conversations
Conflict Resolution
- Identifying the root causes of workplace conflict
- The key stages in managing conflict:
- Analyzing the underlying issues
- Understanding one’s own and the other party’s position
- Working towards a resolution
- Applying Kilmann’s Five Conflict-Handling Styles
- Strategies for bridging the gap between differing perspectives
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.
