Course Description

Welcome to our comprehensive course on Conflict Resolution and Emotional Intelligence, offered by the State Bank of India. This introductory-level course is designed to equip you with essential skills to navigate the complexities of human interactions, manage conflicts effectively, and harness the power of emotional intelligence in both personal and professional settings.

What You Will Learn

• Understanding various aspects of conflict and its resolution
• The importance of conflict resolution in challenging situations
• Self-assessment techniques and situational awareness
• Emotional intelligence: assessment, improvement, and application
• Effective communication techniques
• Motivational strategies for influencing behavior and situations
• Negotiation skills for conflict resolution

Course Content

• Positive and negative aspects of conflict
• Self-awareness and values
• Emotional intelligence assessment and improvement
• Communication techniques for conflict resolution
• Motivational strategies
• Negotiation skills
• Situational analysis and case studies

Who Should Take This Course

• Professionals in any field looking to improve their interpersonal skills
• Managers and team leaders seeking to create harmonious work environments
• Individuals interested in personal growth and better relationships
• Students preparing for the workforce
• Anyone who wants to learn how to handle conflicts more effectively

Real-World Applications

1. In the workplace: Resolve conflicts between team members, negotiate better deals, and create a positive work environment.
2. In personal relationships: Improve communication with family and friends, manage disagreements more effectively.
3. In leadership roles: Motivate team members, handle difficult conversations, and make better decisions.
4. In customer service: De-escalate tense situations and improve customer satisfaction.
5. In self-improvement: Enhance self-awareness, manage emotions better, and increase overall life satisfaction.

Course Syllabus

Module 1: Understanding Conflict Management

• Positive and negative aspects of conflict
• Concern for others and self

Module 2: Situational and Self-Awareness

• Emotional intelligence
• Emotion management skills

Module 3: Effective Communication

• Role of communication in handling people and situations
• Communication techniques for conflict resolution

Module 4: Motivation in Conflict Resolution

• Benefits of motivation
• Improving efficiency and building relationships

Module 5: Negotiation for Conflict Resolution

• Situational analysis
• Case studies