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Course Outline
Self and Others: Perspectives
- What drives our behavioral patterns?
- How do we identify which aspects of behavior align with business role requirements and which do not?
- How can we modify our conduct to mitigate the root causes of disagreement or to de-escalate disputes initiated by others?
- Defining Effective Communication within the context of potential or active disputes
Emotional Intelligence
- The role of emotions in both the origin and resolution of conflicts
- The significance of emotional quotient (EQ) compared to intellectual quotient (IQ)
- Key components of Goleman’s Emotional Intelligence framework:
- Self-Perception
- Self-Control
- Internal Drive
- Empathy
- Interpersonal Effectiveness
Transactional Analysis
- Understanding why we react specifically to colleagues and clients
- Strategies for establishing connection with peers and customers
- The value of “Genuine Connection” in professional relationships
Client and Stakeholder Relations
- Maintaining Stakeholder Satisfaction
- Evaluating Internal and External Stakeholders
- Navigating disputes during interactions with clients and stakeholders
Assertiveness
- Differentiating Aggressive, Assertive, and Passive behaviors
- Advantages of Assertive Conduct
Confrontation Strategies
- Applying the Fierce Conversations framework
- Utilizing the PRO Model: a structure for preparing and executing effective difficult conversations
Conflict Resolution
- Root causes of disagreement
- Stages in Conflict Management
- Analyzing the nature of the conflict
- Assessing one's own and the counterpart's perspectives
- Implementing resolution strategies
- Applying Kilmann’s Five Modes of Conflict Handling
- Closing the Gap
14 Hours
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.