The Resolving Conflict and Emotional Intelligence Course Agenda

The Five Pillars of Emotional Intelligence

• Building on the pre-work reading on EI. We look at EQ theory and what it really means and explore what value it brings to the HR Professional, for effectiveness and credibility when dealing with conflict.

The power of self-regulation

• As HR professionals, we can be involved in some emotive interactions. We must retain our composure for our credibility as an expert, and to allow us to make sound decisions. We explore techniques for handling reactions, managing emotions, and not allow ourselves to become completely immersed in them.

Empathy, Empathy, Empathy

• Recognising emotions in others and reading non-verbal cues is what really sets the highly emotional intelligent apart. Through heightened self-awareness you will already be more aware of what to look out for. Here we look more deeply at where we can really make a difference by picking up the signs.

Conflict theory and how to spot the early signs of conflict

• Here we explore examples to help you consider what to look out for, so that you can make a difference to not only the managers themselves, but also those people that need greater EQ from their manager to avoid conflict and perform at their best.
• Up, down and across many organisations there are examples of team performance being impacted by a lack of EQ. It could be a case of difficult team dynamics or a manager who is inexperienced when it comes to dealing with people. Here, we look at proven conflict theories to use to recognise and diagnose conflict.

Conflict Resolution and Mediation

• Most workplace disputes can be solved informally. Here we look at nipping it in the bud….
• When things do go wrong, we look at a mediation framework you can use to resolve discord and in turn, reduce the time spent on formal processes. The emotional impact on those involved can cause stress not to mention the financial impact on the organisation.

Your Trainer: Jenifer Lord

Jenifer is a lover of life who understands that the key to success in both life and business is through people. She values everyone and works with an air of curiosity about what could be possible. Jenifer has endless positivity and optimism and brings this to all her work.

Jenifer has held a variety of roles in human resources for large multinational organisations and has a background in consulting on HR and OD projects She is passionate about developing organisational culture.

A qualified coach and Neurolinguistic Programming expert. Jenifer holds qualifications in Hypnotherapy, Psychology, Mediation and a number of psychometric tools.

She is the owner and creator of a business designed to work with leaders and teams in customer-orientated organisations, with extensive skills and experience in Customer Service, Sales, Coaching, Leadership, Emotional Intelligence, Resilience, Leading change, work-place culture and understanding a shared purpose.

Is this a formal mediation course?

No, we cover a basic structure you can use to mediate low-level conflict, however formal mediation is a skill in itself that would need to be learned over a longer period of time. You can look into becoming a qualified mediator if you so choose.

Do I have to be a coach in order to resolve conflict?

No, we will touch on coaching others/managers to help them to increase their self-awareness, however, this workshop would be a great first step for those who want to adopt coaching skills as an HR professional

Is this applicable for any length of service in HR?

Yes, conflict happens at any level and emotional intelligence is universal. All aspects of this workshop are relevant to all levels of experience.

Is this appropriate for junior and senior HR professionals?

Yes. Regardless of seniority, we can have strengths, weaker areas, and even blind spots. HR professionals at different levels may share some different workplace examples in discussions, however all aspects of this workshop are relevant to all levels of experience.