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Course Outline
Understanding Ourselves and Others
- Factors that influence our behavioural patterns.
- Methods to identify which aspects of behaviour are appropriate or required by your business role versus those that are unacceptable.
- Techniques to “adapt” behaviour to prevent potential conflict triggers or defuse conflict initiated by others.
- The definition of effective communication within both prospective and actual conflict scenarios.
Emotional Intelligence
- The role of emotions in creating and resolving conflict.
- The significance of understanding our “EQ” (Emotional Quotient) compared to the conventional IQ.
- An exploration of Goleman’s five stages of Emotional Intelligence:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Reasons behind our specific actions and reactions towards colleagues and customers.
- Strategies for building rapport with colleagues and clients.
- The advantages of establishing “True Rapport” in interpersonal relationships.
Customer and Stakeholder Management
- Techniques for stakeholder satisfaction.
- Conducting stakeholder analysis for both internal and external parties.
- Managing conflict within customer and/or stakeholder interactions.
Assertiveness
- Differentiating between aggressive, assertive, and submissive approaches.
- The benefits associated with assertive behaviour.
Confrontation
- Overview of the Confrontational Model – Fierce Conversations.
- Application of the PRO Model: a structured template for planning and executing successful Fierce Conversations.
Handling Conflict
- An analysis of what causes conflict.
- The stages of conflict handling:
- Understanding the nature of the conflict.
- Assessing your position and the other person’s stance in the conflict.
- Executing conflict resolution strategies.
- Applying Kilmann’s Five Conflict-Handling Modes effectively.
- Strategies for bridging gaps.
14 Hours
Custom Corporate Training
Training solutions designed exclusively for businesses.
- Customized Content: We adapt the syllabus and practical exercises to the real goals and needs of your project.
- Flexible Schedule: Dates and times adapted to your team's agenda.
- Format: Online (live), In-company (at your offices), or Hybrid.
Price per private group, online live training, starting from 3200 € + VAT*
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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.
