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Course Outline
Module 1: Self and Others Awareness
- Factors that drive human behavior
- Distinguishing between acceptable behaviors required by business roles and those that are not
- Feedback: understanding how others perceive and interact with you
Module 2: Communication
- Mechanisms of interpersonal communication
- Assessing the advantages and disadvantages of various media
- Defining and achieving effective communication
- Applying individual thinking and learning styles to daily work tasks
Module 3: Emotional Intelligence
- Emotional responses and their implications
- The significance of Emotional Quotient (EQ) compared to standard IQ
- Daniel Goleman’s five pillars of Emotional Intelligence:
- Self-Awareness
- Self-Regulation
- Internal Motivation
- Empathy
- Social Skills
Module 4: Delegation
- Defining the concept of delegation
- The process of delegation
Module 5: Transactional Analysis
- Understanding reactions and interactions with colleagues and customers
- Techniques for building rapport
- The impact of genuine rapport on professional relationships
Module 6: Stakeholder Management
- Maintaining stakeholder satisfaction
- Analyzing internal and external stakeholder interests
Module 7: Managing Change
- Nine fundamental principles of change
- Emotional responses to organizational change
- Addressing resistance and leveraging its potential benefits
Module 8: Conflict Management
- Root causes of conflict
- The stages of conflict resolution
- Analyzing the conflict
- Understanding all parties’ perspectives
- Implementing resolution strategies
- Application of Kilmann’s five conflict-handling modes
- Closing the gap in understanding
21 Hours
Testimonials (2)
Training was tailored to my needs
Patricia - Embraer
Course - Influencing and Avoiding Conflict
As it was a 1:1, the personalization of the content.
