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 accept rejection
  • 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 scary - 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


The aim of the training will be to review and improve the competencies necessary to achieve business goals, both in terms of individual and team work.

 14 Hours

Testimonials (2)