Conflict management

Conflict situations, open or latent, generate negative effects (stress, anxiety, inefficiency...) that disrupt individuals and groups. The mechanisms activated by these situations should be decrypted, whether from an individual perspective or a structure perspective in order to identify what activated them and in the great majority of cases diffuse tensions. Our training course allows future managers to consider the factors and levels of “deterioration” that lead from irritation to conflict. It facilitates self-awareness and positioning in a situation of crisis so as not to provoke conflicts and in order to generate a productive outcome.

Objectives

• Getting to know the different types of identifiable individuals in a social group and the principles of positive group dynamics.
• Identifying stress factors (structural, functional, interpersonal) at the workplace and the different types of conflict situations (emotional, rational...) together with the mechanisms that lead to a crisis (lack of understanding, values, message distortion, bad image...).
• Offering possible solutions (scope of negotiation, zones of agreement, «win-win» logic...) in order to obtain a positive outcome of the crisis transposable to situations that are already known.
• Taking into consideration the particular situations at the workplace and understanding the specific cases of refusal, protest, aggression or rebellion.
• Finding appropriate behavioural solutions.
• Reaffirming one’s authority and legitimacy.

Program

• Analyzing conflicts and aggressive behaviour.
• Describing modulation procedures and acceptable outcomes.
• Case studies (role plays).