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Duration 14 hours (2 days)
Course Outline
Self-Awareness and Understanding Others
- What drives our specific behaviors?
- How can we discern which actions align with professional expectations and which do not?
- How can we adjust our conduct to preempt potential friction or de-escalate tensions arising from others?
- What constitutes effective communication during both potential and active disputes?
Emotional Intelligence
- The role of emotions in triggering and managing disagreements
- The significance of emotional quotients (EQ) compared to traditional intelligence (IQ)
- Daniel Goleman’s five pillars of Emotional Intelligence:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Why do we respond to colleagues and clients in specific ways?
- Strategies for establishing strong connections with colleagues and clients
- The advantages of genuine rapport in professional relationships
Client and Stakeholder Relations
- Meeting the needs of stakeholders
- Analyzing internal and external stakeholder interests
- Managing disagreements during interactions with clients and stakeholders
Assertiveness
- Differentiating between aggressive, assertive, and submissive styles
- The advantages of demonstrating assertive behavior
Confrontation Strategies
- The Confrontational approach – Fierce Conversations
- The PRO Model: a framework for preparing and executing difficult dialogues successfully
Conflict Resolution
- Identifying the root causes of disagreement
- The stages of managing conflict:
- Comprehending the nature of the dispute
- Understanding the perspectives of oneself and the other party
- Resolving the issue
- Applying Kilmann’s Five Conflict-Handling Styles
- Closing the gap between differing viewpoints
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.
