Influencing and Avoiding Conflict

Audience

• Staff who need to be fully aware of the issues surrounding Influencing and Avoiding Conflict with : 
  • Their colleagues
  • Their bosses
  • Their internal and external customers and stakeholders

Course Objectives

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

• Appreciate the need to manage their own behaviour before they can influence others’ behaviour
• Understand the strengths and weaknesses of the various communications media available
• Manage their internal and external customers and stakeholders

Format

The course will be a highly-interactive combination of:

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

Module 1: 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?
• Feedback: how do others see and relate to us?

Module 2: Communication

• How do we communicate with others?
• What are the advantages / disadvantages of the various communications media?
• What do we mean by Effective Communication and how do we achieve it?
• Our respective thinking and learning styles and how they can be applied to our day-to-day work

Module 3: Emotional Intelligence

• Emotions and their consequences
• 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

Module 4: Delegation

• What is Delegation?
• The Stages of Delegation

Module 5: 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?

Module 6: Stakeholder Management

• Satisfying Stakeholders
• Stakeholder Analysis: internal and external stakeholders

Module 7: Dealing with Change 

• The 9 key change principles
• The emotional reactions to change
• Resistance to change – and the benefits of resistance 

Module 8: 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