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Duration 14 hours
Course Outline
Self and Others: A Deeper Understanding
- What drives our behaviour?
- How can we identify which aspects of our conduct are expected by our business role and which are not?
- How can we 'adapt' our actions to prevent conflict or mitigate issues initiated by others?
- What constitutes Effective Communication in both potential and active conflict scenarios?
Emotional Intelligence
- The role of emotions in generating and managing conflict
- The value of understanding 'EQ' (distinct from conventional IQ)
- Goleman’s five pillars of Emotional Intelligence:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Why do we respond in specific ways towards colleagues and clients?
- Strategies for building rapport with internal and external partners
- The advantages of 'True Rapport' in interpersonal dynamics
Client and Stakeholder Management
- Meeting stakeholder expectations
- Stakeholder Analysis: distinguishing between internal and external parties
- Navigating conflicts during interactions with clients and stakeholders
Assertiveness
- Differentiating between Aggressive, Assertive, and Submissive styles
- The benefits of maintaining assertive behaviour
Confrontation
- The Confrontational Model – Fierce Conversations
- The PRO Model: a framework for planning and executing Fierce Conversations effectively
Conflict Resolution
- Root causes of conflict
- The stages of handling conflict:
- An understanding of the conflict itself
- Recognizing your own and the other party's position
- Resolving the dispute
- Kilmann’s Five Conflict-Handling Modes – and their practical application
- Closing the gap between parties
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 2600 € + 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.
