課程大綱： Influencing and Avoiding Conflict培訓
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
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