Course Code

infavdconf
 

     Duration

21 Hours
 
 

     Requirements

 

     Overview

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
 

     Course Outline

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
 

     Feedback (4)

I generally was benefit from the interaction and flexibility.

Olivier Pugliesi-Conti


The team vs. team exercise. It made me cognizant of the negative behaviours of my strong areas.

Jordan Ruegg


We could practice on real situation and Helen gave to me a lot of practical tips.

Elisa Venturini


All of it

- Ben Russell Carers


The course could be tailored to suit your needs and objectives. It can also be delivered on your premises if preferred.


  
  
  


  

Online Price per participant 6000 AED

  

Classroom Price per participant 6000 AED

Starts

 

Ends

 

  Workday courses take place between 9:30 and 16:30

Location


  Show venue details


Number of Participants






Related Courses

Total Courses 6


 
Professional Development

Professional Development

What is Professional Development?

Assertiveness

  7 hours

 

Advisory & Leadership Skills

  14 hours

Communicating and Influencing - For Managers and Team Leaders

  14 hours

 

Business Communication Skills

  35 hours

Business English for Non-Native Speakers

  14 hours

Communicating and Influencing For Team Members

  14 hours

 

Customer Care Strategy

  21 hours

Coaching Skills

  7 hours

Conflict Resolution, Assertiveness and Self Confidence

  14 hours

University to Industry – preparing for the transition

  7 hours

 

Hosting Online Meetings

  7 hours

Personal Efficiency and Managing Meetings

  7 hours

 

People and Team Management

  21 hours

Communication and Teamwork

  7 hours



Discounted Public Courses



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