Thank you for sending your enquiry! One of our team members will contact you shortly.
Thank you for sending your booking! One of our team members will contact you shortly.
Duration 14 hours
Course Outline
Self-Reflection and Understanding Others
- Exploring the drivers behind our behavioural patterns
- Distinguishing between behaviours that align with professional role requirements and those that do not
- Strategies for adapting behaviour to mitigate potential conflicts or de-escalate situations triggered by others
- Defining effective communication within the context of potential or active disputes
Emotional Intelligence
- The role of emotions in both instigating and resolving conflict
- The critical value of understanding EQ (Emotional Quotient) alongside conventional IQ
- Application of Goleman’s five-stage Emotional Intelligence framework:
- Self-Awareness
- Self-Regulation
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Understanding the roots of our reactions to peers and clients
- Techniques for establishing genuine rapport with colleagues and customers
- The value of 'True Rapport' in fostering healthy interpersonal dynamics
Client and Stakeholder Engagement
- Meeting stakeholder expectations
- Analysing internal and external stakeholder interests
- Managing disputes during client and stakeholder interactions
Assertiveness
- Distinguishing between aggressive, assertive, and submissive styles
- The advantages of adopting assertive communication
Confrontation Strategies
- Applying the Confrontational Model via Fierce Conversations
- Using the PRO Model as a framework for planning and executing effective difficult conversations
Conflict Resolution
- Identifying the root causes of disagreements
- Navigating the stages of conflict management
- Analysing the source of the dispute
- Comprehending the perspectives of all parties involved
- Implementing resolution strategies
- Applying Kilmann’s Five Conflict-Handling Modes to real-world scenarios
- Building bridges to overcome divisions
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.
