課程大綱： Handling Conflict with Confidence培訓
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
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