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Course Outline

Understanding Ourselves and Others

  • What drives our behavioural patterns?
  • How can we identify 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 triggers or defuse conflicts initiated by others?
  • What constitutes Effective Communication in situations of potential and actual conflict?

Emotional Intelligence

  • The role of emotions in both creating and resolving conflict
  • The significance of understanding our 'EQ' (Emotional Quotient) compared to the traditional 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 establish rapport with colleagues and customers?
  • What are the advantages of 'True Rapport' in our interpersonal relationships?

Customer and Stakeholder Management

  • Satisfying Stakeholders
  • Stakeholder Analysis: internal and external stakeholders
  • Navigating conflict in Customer and/or Stakeholder interactions

Assertiveness

  • Aggressive v Assertive v 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/the 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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