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Duration 14 hours
Course Outline
Self-Awareness and Understanding Others
- What drives our behavioural patterns?
- How can we distinguish between behaviours that are appropriate to our business role and those that are not?
- What strategies can we employ to 'adapt' our conduct to either prevent the emergence of conflict or to mitigate conflicts initiated by others?
- What constitutes effective communication in both potential and active conflict scenarios?
Emotional Intelligence
- The role of emotions in both generating and resolving conflict
- The significance of understanding Emotional Quotient ('EQ') compared to standard Intelligence Quotient (IQ)
- Daniel Goleman’s five components of Emotional Intelligence:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Understanding the underlying reasons for our reactions to colleagues and clients
- Techniques for establishing rapport with peers and customers
- The advantages of achieving 'True Rapport' in interpersonal dynamics
Managing Clients and Stakeholders
- Meeting stakeholder expectations
- Analyzing the needs of internal and external stakeholders
- Navigating disagreements during client and stakeholder interactions
Assertiveness
- Differentiating between aggressive, assertive, and submissive behaviours
- The advantages of adopting an assertive stance
Direct Engagement
- The Confrontational Approach: Fierce Conversations
- The PRO Model: A framework for planning and executing Fierce Conversations successfully
Conflict Management
- Identifying the root causes of disagreement
- The stages of managing conflict
- Analysing the nature of the conflict
- Comprehending one’s own and the other party’s perspective
- Reaching a resolution
- Kilmann’s five modes of conflict handling and their practical application
- Creating bridges between differing positions
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.
