Course Code



21 Hours





  • 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


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





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


  Show venue details

Number of Participants

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