Home / Non-Accredited / Human Resources, Labour & Employment Equity / Taking Charge as a Leader: Emotional Intelligence, Interpersonal and Conflict Resolution Skills (3 days)
Quick Look Course Summary:Taking Charge as a Leader: Emotional Intelligence, Interpersonal and Conflict Resolution Skills (3 days)
-
Length: 3 day(s)
-
Price (at your venue): 1 Person R 14,997 EX VAT 3 Person R 11,205 EX VAT 10 Person R 8,120 EX VAT
-
Certification Type:Non-Accredited
-
Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.
Emotional Intelligence – self-paced online, 6 months’ access: R750 per learner (ex VAT); teams of 10 or more pay less.
Interpersonal Skills – self-paced online, 6 months’ access: R750 per learner (ex VAT); teams of 10 or more pay less.
Get Free & personalised
Training Advice
Taking Charge as a Leader: Emotional Intelligence, Interpersonal and Conflict Resolution Skills (3 days)
Leaders who stay composed under pressure, read people accurately and resolve conflict before it damages the team.
Technical ability gets people promoted, but the way they handle themselves and others decides whether they succeed as leaders. New managers in particular struggle with stepping up from colleague to boss, keeping their composure under pressure and dealing with conflict they would rather avoid. This emotional intelligence leadership training builds the three capabilities together over three practical days.
Day one develops emotional intelligence: what it is and how it differs from IQ, the four skills of self-awareness, self-management, social awareness and relationship management, tools to regulate emotions and reduce tension, empathy, and communicating with impact. Day two is about leading: how leadership thinking has evolved, moving from colleague to leader, situational leadership, the Kouzes and Posner five practices, influencing skills and setting objectives. Day three covers conflict resolution and interpersonal skills, using the Thomas-Kilmann model and a step-by-step resolution process, together with active listening, rapport, sharing an opinion assertively and basic negotiation.
Role-plays and self-assessments run through all three days, and delegates leave with a personal leadership action plan covering their emotional intelligence, leadership and conflict goals.
Why this course
For your organisation
- Leaders who defuse tension instead of escalating it
- Fewer conflicts escalating to HR or formal grievances
- Better-prepared new managers and supervisors
- Stronger working relationships and team morale
- Clear objectives that are set and followed through
For your delegates
- An emotional intelligence self-assessment and development plan
- Practical tools for staying calm under pressure
- A leadership style you can adapt to each team member
- A step-by-step process for resolving conflict
- Role-play practice with feedback
What delegates will be able to do
- Explain emotional intelligence and its four core skills
- Recognise your emotional triggers and use tools to regulate your response
- Read other people's emotions and respond with empathy
- Communicate with impact, verbally and non-verbally
- Adapt your leadership style to the readiness of each team member
- Apply the five practices of exemplary leadership in your own team
- Influence others and set SMART objectives for yourself and your team
- Identify your conflict style and choose the right approach for the situation
- Resolve a workplace conflict using a structured process
- Build rapport, share opinions assertively and negotiate a workable outcome
Who should attend
New and aspiring managers, supervisors and team leaders, and junior, middle and senior managers who want to lead with emotional intelligence and handle relationships and conflict more effectively.
Course outline
Day 1 – Emotional intelligence
Emotional intelligence basics
- What emotional intelligence is, and how it differs from IQ
- The four skills: self-awareness, self-management, social awareness and relationship management
- The role of emotional intelligence at work
- Self-assessment: your emotional intelligence profile
Understanding and regulating emotions
- How emotions work and what triggers them
- Tools to regulate your emotions and regain control
- Reducing anxiety and tension
- Balancing optimism and pessimism
Emotions in the workplace
- Recognising and managing emotions at work
- Empathy: reading the emotions of others
- Social management and responsibility
- Disagreeing constructively
Communicating with emotional intelligence
- Verbal communication skills
- Non-verbal communication skills
- Making a strong first impression
- Assessing a situation before you respond
- Practical: emotional intelligence scenarios
Day 2 – Taking charge as a leader
The evolution of leadership
- Defining leadership: leading versus managing
- Great Man, trait and transformational theories
- Moving from colleague or specialist to leader
- A personal leadership inventory
Situational leadership
- Reading the readiness of each team member
- Telling, selling, participating and delegating
- Exercise: matching the style to the situation
The five practices of exemplary leadership
- Modelling the way
- Inspiring a shared vision
- Challenging the process
- Enabling others to act
- Encouraging the heart
Influence and objectives
- Basic influencing skills: the art of persuasion
- Setting SMART objectives for yourself and your team
- Personal leadership action plan
Day 3 – Conflict resolution and interpersonal skills
Understanding conflict
- An introduction to conflict resolution
- What escalates conflict and what calms it
- The Thomas-Kilmann conflict modes
- Self-assessment: your preferred conflict style
A conflict resolution process
- Setting the atmosphere: time, place and ground rules
- Building mutual understanding and focusing on individual needs
- Getting to the root cause
- Generating alternatives and agreeing a solution
- Stress and anger management and asking open questions
Interpersonal skills
- Making small talk and moving the conversation along
- Remembering names
- Active listening and building rapport
- Sharing your opinion assertively
Influencing and negotiating
- Bringing people on board
- Negotiation basics: prepare, open, bargain, close
- Role-play: resolving a workplace conflict
- Final action plan: emotional intelligence, leadership and conflict goals
How it is delivered
Three days, 08:30-16:00. In person at your offices anywhere in South Africa, at a BOTI venue, or live online. One delegate or a group of up to 20; role-plays can use situations from your own workplace. Workbook, self-assessments and a personal leadership action plan included. We deliver it at your offices in Johannesburg, Pretoria, Durban, Cape Town and anywhere else in South Africa, at a BOTI venue in Johannesburg, or live online for teams in different places.
What our clients say
“The courses were efficiently scheduled and planned around our timetable. We were impressed by the quality of training with average overall scores of 5 out of 5.”
“The training was practical, engaging and relevant to our workplace environment, providing participants with valuable knowledge and practical skills that could be applied in their respective roles.”
“The course was efficiently organized and aligned with our schedule. We were impressed by the quality of the training and the expertise of the facilitator.”
Frequently asked questions
Can you run this course at our offices?
Yes. Most groups are trained at the client's premises anywhere in South Africa; we can also host it at a BOTI venue or deliver it live online.
How many people can attend?
From one delegate to groups of 20. The price per delegate drops as the group grows – see the price table, or ask us for a quote.
Is it accredited?
No – it is a non-accredited short course and delegates receive a BOTI certificate of attendance.
Is it suitable for newly promoted managers?
Yes. Day two deals directly with the move from colleague or specialist to leader, and the whole course suits people in their first leadership role as well as experienced managers.
How is this different from Conflict Resolution and Negotiation Skills Training?
That two-day course goes deeper into conflict resolution and negotiation. This course spends one day on conflict and two on emotional intelligence and leadership, for people stepping into or growing in a leadership role.
Can you run this course in Johannesburg, Cape Town or Durban?
Yes. We train on site at your offices in Johannesburg, Pretoria, Durban, Cape Town and across South Africa, at a BOTI venue in Johannesburg, or live online so a team spread over several offices can attend together.
Related courses
Get your price – the more delegates, the less each pays
Change the options to see your price per person, then email yourself the quote and course outline.
Contact us now – we reply within 15 minutes during office hours
Monday to Friday, 08:00–17:00. After hours, we reply on the next working day – or call 011 882 8853.