Course Outline

Introduction to communication issues

  • communication process and its stages
  • the importance of verbal and non-verbal communication
  • techniques and tools for effective communication

Principles of effective communication as an essential element in effective contacts in the organization

  • self-analysis of your own communication style
  • communication errors
  • communication barriers
  • stages of creating interpersonal contact
  • face-to-face communication and telephone communication

Communicating in the organization

  • communication networks in the organization
  • information flow models and their optimization
  • internal communication tasks and tools

Effective conversation

  • shaping one's own image as a sender and recipient of a message
  • factors affecting the quality of professional contacts between employees
  • active listening as a tool for effective communication
  • factors that interfere with listening and understanding speech
  • the art of asking questions
  • psychological mechanisms and techniques of influencing

In harmony with yourself and in good relationships with others - the concept of assertive behavior

  • concept of assertiveness
  • your own rights
  • when you decide to be assertive
  • types of behavior: aggressive, submissive, assertive
  • building "I" messages as the basis for assertive expression of opinions, judgments and emotions
  • why we are afraid to say "no" - what holds us back
  • self-esteem resulting from assertive self-treatment

What does it mean to respect you and yourself - what happens if we agree or refuse

  • the ability to say no and take no
  • ability to argue
  • defense against manipulation
  • accepting negative and positive assessments, responding to forms of criticism
  • providing constructive feedback

Conflict, difference of opinion or quarrel? Definition of the concept of conflict

  • what is a conflict - the essence and types of conflicts
  • types of conflicts depending on the participants.
  • when an interpersonal conflict becomes an internal conflict - Kurt Lewin's theory

Where does this come from? That is, about the main sources of conflicts

  • everyone pulls in their own direction - differences in goals
  • mine is always better – differences in values or views
  • who is who, i.e. organizational ambiguity

The devil is not so terrible - or is conflict always a problem? Functional and dysfunctional conflicts

  • Is every conflict destructive to the team?
  • when does conflict build?
  • what determines the constructive or destructive power of conflict?

When we look at the same thing, we see something different, i.e. distortions of perception occurring in the conflict

  • the importance of personal attitude and motivation in conflict
  • what makes it difficult for us and what helps us see the essence of the conflict
  • how to step into someone else's shoes, i.e. look at the conflict through the eyes of others

Who you are and who you can be – Styles of behavior when managing conflicts

  • nothing is the same – types of behavior in conflict situations
  • panacea ?????? Is there a right behavior in every dispute?
  • when stubbornness wins – the consequences of rigidly applying particular styles

About conflict that helps and develops - assertive and developmental use of conflicts in team work

  • assertive skills useful in resolving conflicts
  • how to turn lead into gold, or how to make conflict produce a positive effect in team work?

How not to drown in conflict? – strategies used in a conflict situation

  • I win - you lose
  • you win - I lose
  • without a loser - turning conflict into cooperation

Working with emotions in conflict, or how to deal with a difficult situation

  • a volcano full of lava - or about emotions that can take control of us
  • introduction to anti-stress training
  • relaxation and concentration methods

Not only the beaten path - creative principles of conflict resolution

  • How many ways can you find a solution to the conflict?
  • Is there a golden mean to help find an agreement?
  • optimal ways to resolve conflict in the company

Requirements

The course is general in nature and participation in it does not require specialist knowledge

  14 Hours
 

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Dates are subject to availability and take place between 9:30 am and 4:30 pm.
Open Training Courses require 5+ participants.

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