Programme
Identifying the Components of Conflict
- Learn to differentiate between opposition, dispute, tension, and conflict
- Understand the main causes of a difficult or conflictual situation
- Learn about the types and sources of conflict within a team
- Understand behaviours and phenomena that amplify conflict
- Recognise verbal and non-verbal alarm signals
- Understand blocking mechanisms, reactions, and spontaneous reflex attitudes
Communicating During Conflict and Adopting Constructive Attitudes
- Establish or remind people of the rules of the game
- Learn how to assert yourself: knowing how to say ‘no’, how to say ‘yes’, and taking a stand
- Develop the ability to put forward proposals and arguments
- Demonstrate flexibility and adaptability: use ‘alternative solutions’
- Learn to take the necessary distance, contain yourself in order to deal with, respond to, resolve and formulate issues
- De-dramatise, manage emotions, and develop self-control
Using a Number of Strategies and Techniques to Deal with Tension and Conflict
- Learn about face-to-face resolution: dialogue, negotiation, cooperation
- Understand mediation techniques
- Learn how to regulate a team or group
- Understand when to use arbitration to deal with emergencies and deadlock situations
Managing and Supporting Post-Conflict Situations
- Learn how to set up new ground rules
- Understand the importance of maintaining a positive relationship with those affected by the situation
- Consolidate and integrate what has been learnt to avoid any repetition
Amélie ROUILLERE
Training Advisor
