Thank you for sending your enquiry! One of our team members will contact you shortly.
Thank you for sending your booking! One of our team members will contact you shortly.
Duration 14 hours
Course Outline
Self and Others Awareness
- Drivers behind our behavioral patterns
- Identifying which behaviors are acceptable or required by professional roles versus those that are not
- Adapting behavior to prevent conflict or mitigate issues arising from others
- The role of Effective Communication in potential and active conflict scenarios
Emotional Intelligence
- The impact of emotions on both the generation and resolution of conflict
- The significance of understanding Emotional Quotient (EQ) alongside IQ
- The five dimensions of Goleman’s Emotional Intelligence framework:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Understanding our reactions to peers and customers
- Building strong rapport with colleagues and clients
- The advantages of 'True Rapport' in interpersonal dynamics
Client and Stakeholder Engagement
- Meeting stakeholder expectations
- Analyzing internal and external stakeholder groups
- Managing conflict during interactions with clients and stakeholders
Assertiveness
- Differentiating between aggressive, assertive, and submissive styles
- The advantages of adopting assertive behaviors
Confrontation Strategies
- The Confrontational Model based on Fierce Conversations
- The PRO Model: A framework for planning and executing Fierce Conversations effectively
Conflict Resolution
- Root causes of conflict
- Key stages in conflict management:
- Comprehending the conflict
- Understanding one's own and the other party's positions
- Resolving the dispute
- Applying Kilmann’s Five Conflict-Handling Modes
- Strategies for Bridging 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.
