Conflict management training

• – Diagnose and analyze the different types and levels of conflict.
• Mobilizing one's sphere of influence to address a conflict within one's team.
• To emerge stronger from conflicts in which one is involved.
• Effectively address the post-conflict period and rebuild trust.

1 – Differentiate between problem, tension, crisis and conflict

• Define the conflict and identify the sources of the conflict.
• Manager: Should we always avoid conflicts?
• To understand the main causes, nature and evolution of conflicts.
• Immersion: your situations, your successes, your failures.

2 – Managing a conflict between members of your team

• Identify the actors' strategies: differentiate between constraint and power. Recognize refuge behaviors.
• Identify and use your room for maneuver to manage the conflict.
• Adopt an open attitude to restore trust. Prepare and conduct a clarification interview.
• Being able to deal with conflicts: in person, remotely, while teleworking.
• Case studies: the different types of conflict, practicing how to measure the intensity of the conflict and how to deal with it effectively.

3 – Managing a conflict when you are a stakeholder

• Becoming aware of what aspects of one's managerial behavior can generate conflicts.
• Analyze one's own role and emotional reactions.
• Express yourself respectfully and state your needs or disagreements. Take a step back to acknowledge your own mistakes and deal with your emotions.
• Action plan in pairs: my strengths, my personal obstacles in the face of conflicts, the gaps and challenges to overcome.

4 – Use regulation or arbitration to resolve conflicts. Identify the criteria for choosing between regulation, mediation, arbitration.

• Regulate using the "DESC" tool to avoid escalation.
• To establish a regulatory process.
• Use arbitration at the right time to respond to emergency or deadlock situations.
• Analysis of conflict situations and solutions among peers through the co-development approach.

5 – Rebuilding cooperation after a conflict

• Restore trust in the team
• Implement listening and feedback practices.
• Promote a management culture conducive to preventing tensions.
• Practice formulating progress feedback.

Ongoing monitoring and participation of trainees in the training program. Multiple-choice questions