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Course Outline
Module 1: Understanding Ourselves and Others
- Exploring the drivers behind human behavior
- Distinguishing between behaviors required for business roles and those that are unacceptable
- Feedback: Gaining insight into how others perceive and interact with us
Module 2: Communication
- Analyzing how we exchange information with others
- Assessing the pros and cons of different communication media
- Defining Effective Communication and learning how to achieve it
- Applying personal thinking and learning styles to daily work activities
Module 3: Emotional Intelligence
- The impact of emotions and their consequences
- The critical role of understanding "EQ" (Emotional Quotient) alongside IQ
- The five components of Goleman’s Emotional Intelligence model:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Module 4: Delegation
- Defining the concept of Delegation
- The key stages involved in the delegation process
Module 5: Transactional Analysis
- Understanding the reasons behind our actions and reactions towards colleagues and customers
- Techniques for building rapport with colleagues and customers
- The benefits of "True Rapport" in fostering healthy interpersonal relationships
Module 6: Stakeholder Management
- Strategies for satisfying stakeholder needs
- Conducting stakeholder analysis for both internal and external parties
Module 7: Dealing with Change
- The 9 key principles of change management
- Navigating the emotional responses to change
- Understanding resistance to change and recognizing its potential benefits
Module 8: Handling Conflict
- Identifying the root causes of conflict
- The phases of conflict handling:
- Understanding the conflict
- Recognizing the positions of yourself and the other party
- Resolving the conflict
- Kilmann’s Five Conflict-Handling Modes and their practical application
- Bridging the Gap
21 Hours
Testimonials (2)
Training was tailored to my needs
Patricia - Embraer
Course - Influencing and Avoiding Conflict
As it was a 1:1, the personalization of the content.