Course Outline
Introduction to communication issues
- The communication process and its stages
- The importance of verbal and non-verbal communication
- Techniques and tools for effective communication
Principles of effective communication as a fundamental element of efficient contacts within an organization
- Self-analysis of your own communication style
- Errors in communication
- Communication barriers
- Stages of building interpersonal contact
- Direct communication vs. telephone communication
Communication within an organization
- Communication networks in an organization
- Models of information flow and their optimization
- Tasks and tools for internal communication
Effective conversation skills
- Shaping your own image as a sender and receiver of messages
- Factors affecting the quality of professional contacts between employees
- Active listening as a tool for effective communication
- Factors that interfere with listening and understanding
- The art of asking questions
- Psychological mechanisms and techniques for exerting influence
In harmony with yourself and in good relations with others – the concept of assertive behavior
- The concept of assertiveness
- Your own rights
- When to decide to be assertive
- Types of behavior: aggressive, submissive, assertive
- Building "I" statements as the basis for assertively expressing opinions, judgments, and emotions
- Why we are afraid to say "no" – what holds us back
- Self-esteem resulting from treating yourself assertively
What does it mean to respect yourself and others – what happens when we agree or refuse
- The skill of refusing and accepting refusal
- The skill of arguing/justifying
- Defense against manipulation
- Accepting negative and positive feedback, responding to criticism
- Providing constructive feedback
Conflict, difference of opinion, or quarrel? Definition of the concept of conflict
- What is conflict – essence and types of conflicts
- Types of conflicts depending on participants.
- When interpersonal conflict becomes internal conflict – Kurt Lewin's theory
Where does it come from? On the main sources of conflicts
- Everyone pulls in their own direction – differences in goals
- Mine is always better – differences in values or viewpoints
- Who is who – organizational ambiguity
The devil is not as frightening as he is painted – does conflict always hinder? Functional and dysfunctional conflicts
- Is every conflict destructive to the team?
- When does conflict build up?
- What determines the building or destructive power of conflict?
When looking at the same thing, we see something different – perceptual distortions occurring in conflict
- The meaning of personal attitude and motivation in conflict
- What makes it difficult for us and what helps us see the essence of the conflict
- How to walk in someone else's shoes – looking at the conflict through others' eyes
Who you are and who you can be – Behavioral styles in managing conflicts
- Nothing is the same – types of behavior in conflict situations
- Panacea ????? Is there the right behavior for every dispute?
- When stubbornness wins – consequences of rigidly applying individual styles
About the conflict that helps and develops – Assertive and developmental use of conflicts in team work
- Assertive skills useful in resolving conflicts
- How to turn lead into gold – how to make conflict yield a positive effect in team work?
How not to drown in conflict? – Strategies used in conflict situations
- I win – You lose
- You win – I lose
- No losers – turning conflict into cooperation
Working with emotions in conflict, i.e., how to cope in a difficult situation
- A volcano full of lava – about emotions that can take control of us
- Introduction to stress management training
- Relaxation and concentration methods
Not just beaten paths – creative principles of conflict resolution
- In how many ways can a conflict be resolved?
- Is there a golden mean helpful in finding agreement?
- Optimal ways to resolve conflicts in the company
Requirements
The goal of the training is to review and enhance the competencies necessary to achieve business objectives, both in individual and team contexts.
Testimonials (2)
The flexibility of the trainer to adjust the topics according to my profile.
Carlos - Magotteaux International SA
Course - Efektywna komunikacja interpersonalna i rozwiązywanie konfliktów
I really like the trainer's attitude and humor
