Know the 4 areas for conflict Use The Thomas Kilmann Model for greater awareness and effectiveness Recognise differing behaviours and learn to adapt to them in order to build lasting collaboration Build effective communication Skills for increased collaboration and productivity Give and receive feedback on performance and perception openly Implement and create workable communication action plans Know the 10 most difficult types and how to deal with them Gain a greater awareness of yourself and your full leadership potential Manage relationships with others effectively, from level one trough to level four competency in all areas Understand the key drivers for lasting change Understand the need to take responsibility for leading change Understand how to be a Champion of Change
Conflict Management Welcome, Introductions and objective setting What do we mean by the term: Conflict Management”? Where and when does conflict happen? Our reaction to conflict Exercise: TheCommunicationBridge DVD: Window on the World of Difficult People How to avoid misunderstanding The 4 steps to effective Conflict Management Conflict Resolution The Thomas Kilmann (TKI) Conflict Resolution Instrument The 2 types of communication Exercise: Building collaboration quickly and easily Exercise: A Trip to the Theatre! DVD The Ten Most Difficult Types The 4 results of every communication Exercise: Win as Much as You Can! The Skills of Conflict Resolution The 4 behaviours that get results The Assertiveness Framework Exercise: I want to borrow your car tonight Questioning Skills Listening for results Beyond Listening High Level Conflict Resolution The Emotional Intelligence Questionnaire Your EI Strengths Exercise: Would I lie to you? Dealing with liars Facilitating a dispute The Saboteur The Secret to dealing with people Exercise: The Pommelon Change Management Change Exercise: The Ball Personal growth and change strategies The change curve The 5 stages of change Kotter’s 8 steps to effective change The Burning Platform Making change stick Change Exercise: Risk it!