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Course Outline
Self-Perception and Social Dynamics
- What drives our specific behavioral patterns?
- How can we distinguish between behaviors that are acceptable or required by our professional roles versus those that are not?
- How can we modify our conduct to prevent the onset of disagreement or to mitigate tensions initiated by others?
- What constitutes Effective Communication in both potential and active dispute scenarios?
Emotional Intelligence
- Emotions and their impact on both the creation and resolution of disputes
- The critical importance of recognizing our “EQ” (distinct from the conventional IQ)
- The five components of Goleman’s Emotional Intelligence framework:
- Self-Recognition
- Self-Regulation
- Drive
- Empathy
- Interpersonal Skills
Transactional Analysis
- Why do we respond to colleagues and clients in specific ways?
- Strategies for establishing strong connections with team members and customers
- The advantages of “Genuine Rapport” in enhancing professional relationships
Client and Stakeholder Oversight
- Metering Stakeholder Satisfaction
- Evaluating Stakeholders: assessing both internal and external parties
- Managing disagreements during interactions with Clients and/or Stakeholders
Assertiveness
- Differentiating Aggressive, Assertive, and Passive styles
- The Advantages of Assertive Conduct
Confrontation
- The Confrontation Framework – Fierce Conversations
- The PRO Model: a structured approach for planning and executing Fierce Conversations successfully
Resolving Disputes
- What are the root causes of disagreement?
- The Stages of Managing Conflict
- Comprehending the nature of the dispute
- Understanding your own and the other party’s stance within the conflict
- Resolving the issue
- Kilmann’s Five Modes of Conflict Management – and strategies for their application
- Closing the Divide
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.
