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Duration 14 hours
Course Outline
Assessing Personal Conduct and Interpersonal Dynamics
- Identifying the underlying drivers of individual behavior and decision-making processes.
- Distinguishing between professional conduct required for operational roles and actions that violate organizational standards.
- Modifying behavioral responses to proactively prevent disputes or de-escalate tensions arising from external parties.
- Defining the parameters of effective communication within the context of anticipated and active conflict scenarios.
Emotional Intelligence
- Analyzing the role of emotional responses in both the generation and resolution of professional friction.
- Recognizing the critical function of emotional quotient (EQ) in governance, as a complement to intellectual capacity (IQ).
- Applying the five components of the Emotional Intelligence framework:
- Self-Awareness
- Self-Management
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Examining the psychological factors influencing interactions with colleagues and the public.
- Establishing professional rapport with internal teams and external service recipients.
- Evaluating the strategic advantages of genuine interpersonal connection in maintaining effective working relationships.
Customer and Stakeholder Management
- Mitigating the impact of conflicts during interactions with clients and stakeholders.
- Conducting comprehensive stakeholder analysis to identify internal and external parties for government and organizational objectives.
- Ensuring satisfaction and accountability in stakeholder engagements.
Assertiveness
- Differentiating between aggressive, assertive, and passive behavioral patterns.
- Realizing the operational benefits of assertive communication styles in professional settings.
Confrontation Strategies
- Utilizing the Confrontational Model, specifically the principles of Fierce Conversations, for direct and honest dialogue.
- Implementing the PRO Model as a structured framework for planning and executing high-stakes discussions effectively.
Conflict Resolution
- Identifying root causes of professional and organizational conflict.
- Navigating the stages of conflict management:
- Analyzing the nature of the dispute.
- Assessing the positions and perspectives of all involved parties.
- Formulating and executing resolution strategies.
- Applying Kilmann’s Five Conflict-Handling Modes to specific professional scenarios.
- Bridging communicative and relational gaps to restore collaborative environments.
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.
