Certificate Authentication

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