COMMUNICATION & CONFLICT RESOLUTION

Sovereignty and professionalism in professional appearance create high acceptance and positive resonance. The basic prerequisites for success and less stress on the job. The decisive factor is not the tools, but the inner attitude towards my conversation partner. Learn to express yourself clearly and needs-oriented and above all to listen correctly.

• The basic mindset of professional communication - appreciation and respect

• Sovereignty in meetings - the five dimensions of expression and perception:

• Techniques for a competent conversational style

• Asking open questions, using question types in a targeted way

• Active listening, attaching, paraphrasing

• Giving and accepting feedback

• Formulating I-messages

• Inform/argument comprehensibly and convincingly

• Formulate appeals appropriately and motivatingly

• How do I interact as a colleague with internal and external customers? Convincing and trustworthy?

• Techniques of cooperative conversation management - acting in a respectful manner, proceeding in a goal-oriented manner and convincing through commitment

• Results-oriented clarification of structural and content objectives

• The Rosenberg Model (Nonviolent Communication)

• The different types of conflict - professional approaches

• Conflict competence as a result of readiness and ability to confront

• The power of the inner attitude towards criticism and conflict

• Values in conversation - mutual understanding or the exercise of power?

• Serious conflicts as a result of harmonization, omission of clarification or avoidance of confrontation

• Conflict competence as an expression of personal variability with regard to the typical 5 conflict styles (according to Berkel)

• Ways of defusing and resolving conflicts in project conflicts

• Mental preparation for difficult conversations

• Positive communication and linguistic associations

• Change of perspective, empathy and mirror technology

• Perception and sensitive reaction to non-verbal signals

• Dealing with Aggression and Devaluation: The Most Important Killer Phrases

• The specific conversation techniques in conflict situations:

• Relationship competence in external and internal customer-oriented meetings - recognizing the individual personality of the other and addressing it optimally

• Training of typical conversation situations (with video feedback): Appreciative contact design, (external:) understanding and expressing customer benefits / (internal:) creating and verbalizing win/win situations, pursuing discussion goals, securing discussion results