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Course Outline
Module 1: Understanding Self and Others
- Exploring the drivers behind our behaviour
- Distinguishing between acceptable, role-appropriate behaviours and those that fall outside professional norms
- Gaining insights into how others perceive and interact with us through feedback
Module 2: Communication
- Methods of interacting with others
- Weighing the pros and cons of different communication media
- Defining effective communication and strategies to achieve it
- Applying understanding of individual thinking and learning styles to daily work tasks
Module 3: Emotional Intelligence
- The impact of emotions and their consequences
- The value of Emotional Intelligence (EQ) compared to traditional IQ
- Dan Goleman’s five components of Emotional Intelligence:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Module 4: Delegation
- Defining delegation
- The key stages involved in the delegation process
Module 5: Transactional Analysis
- Understanding why we act or react in specific ways towards colleagues and clients
- Techniques for building rapport with colleagues and clients
- The benefits of 'True Rapport' in professional relationships
Module 6: Stakeholder Management
- Meeting stakeholder expectations
- Analysing internal and external stakeholder groups
Module 7: Navigating Change
- 9 key principles for managing change
- Emotional responses to organisational change
- Resistance to change – and the potential benefits of such resistance
Module 8: Managing Conflict
- Root causes of conflict
- Stages in conflict management
- Comprehending the nature of the conflict
- Understanding the positions of all parties involved
- Resolving the conflict
- Applying Kilmann’s Five Conflict-Handling Modes
- Bridge-building strategies
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.
