Conflict Resolution with Emotional Intelligence

By Robin Hills, Emotional Intelligence Trainer

Language: English

This course is for you

Conflict and disagreements are a natural part of everyday life as there is not enough of what everyone wants to go around.  Conflict occurs over money, goods, services, power, possessions, time, and much more. If something exists and more than one person wants or needs it, there is a potential for conflict to occur. Conflict occurs all the time - at home, at work, between individuals, in teams, in groups, in tribes and between nations.  Where there are people, there is conflict.  This is underpinned by how people are using their emotional intelligence. Some disagreement and conflict is inevitable as this where learning, creativity, and understanding occurs.  It is not that conflict occurs that is the issue, it is how it is managed. This course is about proactively working together with others in ways that will help you to communicate more efficiently as you work with them to understand and work with differences that lead to conflict.  In addition, the skills, processes and tools taught in this course can bring value to other aspects of your life. Negotiating and resolving conflict requires good use of emotional intelligence - your ability to balance your emotional needs with your thinking.  Managing conflict involves using skills such as rapport, empathy and listening. Conflict modes and styles are reviewed looking at the strengths and liabilities of each. You get the chance to complete a questionnaire that will give you an insight to the mode / style that you prefer to use in conflict situations.  Completing this practical activity will enable you to identify ways to reframe and defuse conflict, creating more productive outcomes and results. This course is a standalone course for anyone interested in understanding how to manage, work with and resolve conflict. It compliments other courses that explore emotional intelligence in more depth. You'll receive all the information that you need and will be coached using loads of practical hints that you can use straight away.

Course overview - 26

  • Introduction to the Course "Conflict Resolution with Emotional Intelligence"

  • What is Conflict and Why it Occurs

  • The Issues around Conflict

  • Bullying at Work

  • Trust and Conflict - Factors and Questions to Consider

  • The Importance of Trust

  • The Trust Equation

  • Building Trust using an Emotional Bank Account

  • Practical Activity: Checking your Emotional Bank Account

  • The Basic Anatomy of the Brain

  • Responses to Emotional Events

  • The Cycle of Behaviour

  • Emotions in Conflict

  • Managing Flight and Fight Behaviour

  • Ways of Working with Conflict

  • Practical Activity: The Thomas Kilmann Conflict Mode Assessment

  • The Thomas Kilmann Mode Model

  • The Compromising Mode of Conflict

  • The Competing Mode of Conflict

  • The Collaborating Mode of Conflict

  • The Avoiding Mode of Conflict

  • The Accommodating Mode of Conflict

  • Basic Skills in Conflict Resolution

  • The Agreement Box

  • Working with Third Party Intervention

  • Some Wisdom and Course Takeaways

Meet your instructor

Robin Hills
Robin HillsEmotional Intelligence Trainer
Robin Hills is an emotional intelligence coach, trainer, and facilitator.  He is Director of Ei4Change - Emotional Intelligence 4 Change - a company specialising in personal development focused on the practical application of emotional intelligence, positive psychology and neuroscience in the workplace. Robin has over 40 years of business and commercial experience helping executives and leaders develop business performance through increased self-awareness and understanding of others to enhance their emotional intelligence. Robin is registered and accredited with the British Psychology Society as a Test User: Occupational Ability and Personality (Level A and B) and a Business Member of the Association for Business Psychology. He is qualified in the major internationally recognized profiling tools such as DISC, Myers Briggs Type Indicator (MBTI) and the Emotional Intelligence Quotient Inventory (EQ-I 2.0).  He uses these in his work to assess type, trait, behaviour, and emotional intelligence and give insights into behavior in the workplace. Robin is the author of two business books in The Authority Guide Series.  These are - The Authority Guide to Emotional Resilience in Business - The Authority Guide to Behaviour in Business Robin has developed an experiential coaching methodology "Images of Resilience" to support cathartic conversations around resilience.  This helps leaders and managers to understand resilience and stress management within themselves and in their teams leading to enhanced performance. Ei4Change has the most comprehensive range of online emotional intelligence courses available on the internet with over 200,000 learners in 180+ countries.

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