Course Code: handcc
Duration: 14 hours
Prerequisites:

Overview:

Audience

  • Their colleagues
  • Their bosses
  • Their internal and external customers and stakeholders

Format of the course

The course will be a highly-interactive combination of:

  • Facilitated Discussions
  • Slide Presentations
  • Exercises and
  • Case Studies

By the end of the course, delegates will be able to:

  • Understand conflict and its effect on ourselves and others
  • Define assertive and non-assertive behaviours
  • Appreciate the need for self-management before managing others
  • Develop capability in engaging conflict assertively
  • Build confidence through demonstrations and practical simulations

Course Outline:

Understanding Ourselves and Others

  • What makes us behave the way we do?
  • How can we understand which parts of this behaviour is acceptable – is required by our role in the business – and which parts are not acceptable?
  • How can we “adapt” behaviour to prevent the causes of conflict or to defuse conflict caused by others?
  • What do we mean by Effective Communication in potential and actual conflict situations?

Emotional Intelligence

  • Emotions and their consequences both in creating and in dealing with conflict
  • The importance of understanding our “EQ” (as opposed to the more-standard IQ)
  • The five stages of Goleman’s Emotional Intelligence model:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Why do we act / react in a certain way to colleagues and customers?
  • How can we build rapport with colleagues and customers?
  • What are the benefits of “True Rapport” in our inter-personal relationships?

Customer and Stakeholder Management

  • Satisfying Stakeholders
  • Stakeholder Analysis: internal and external stakeholders
  • Dealing with conflict in Customer and / or Stakeholder interactions

Assertiveness

  • Aggressive v Assertive v Submissive
  • Benefits of Assertive Behaviour

Confrontation

  • The Confrontational Model – Fierce Conversations
  • The PRO Model: a template for planning and successfully undertaking Fierce Conversations

Handling Conflict

  • What causes conflict?
  • The Phases of Conflict Handling
    • Understanding the Conflict
    • Understanding your / the other person’s position in the conflict
    • Resolving the Conflict
  • Kilmann’s Five Conflict-Handling Modes – and how to apply them
  • Bridging the Gap

Overview in Category: