Learn proven techniques to work more productively and improve your everyday interactions with others. Discover conflict resolution strategies and negotiation techniques, and benefit from useful tips on tact and diplomacy.
Target Audience
This course is designed for anyone looking to enhance their productivity and interpersonal skills. Ideal participants include professionals seeking to improve workplace interactions, managers aiming to resolve conflicts effectively, and individuals interested in mastering negotiation techniques.
What You'll Learn at a Glance
- Adjust your conversational style to meet the needs of others.
- Understand why you respond in a particular way to conflict.
- Listen more effectively.
- Work through or prevent conflict by avoiding destructive statements or actions.
- Recognize and use appropriate behavior to work harmoniously and productively.
- Select the best option for negotiating.
Course Syllabus
Module 1: The Basics of Communication
- Define interpersonal communication and explore its key elements
- Analyze communication styles using self-assessment instruments
- Understand how communication attitudes, filters, and nonverbal behavior influence meaning
- Explore the “what” and “how” of communication through content and process
Module 2: The Art of Connecting
- Explore principles of connection such as curiosity, empathy, and building common ground
- Understand assumptions and biases in conversations
- Apply the Johari Window and multiple perspective taking (you, others, observer)
- Learn to listen actively and provide constructive feedback
Module 3: Handling Conflict and Using Negotiation Skills
- Identify and navigate the three stages of conflict: Daily Events, Challenges, and Battles
- Use strategies to communicate non-defensively and manage emotionally charged situations
- Practice negotiation techniques using win-win principles and structured steps
- Apply a five-part conflict resolution process: Diagnose, Plan, Prepare, Implement, Evaluate
Module 4: Problem Solving
- Apply a six-step problem solving process to workplace scenarios
- Use data collection and analysis to identify root causes
- Develop, evaluate, and select practical solutions using tools like mind mapping and force field analysis
- Implement solutions with defined action plans and evaluate outcomes
