Learn how to develop effective strategies to better manage conflict
Conflict is a natural, even inevitable, phenomenon within any organization. If managed well, it can even become a driver of innovation and change. However, when ignored or poorly addressed, a simple disagreement can quickly escalate into a toxic crisis that paralyzes productivity and destroys the workplace environment.
This training offers a structured approach to understanding the mechanics of conflict, spotting warning signs, and intervening appropriately. You will develop the reflexes needed to transform destructive confrontations into constructive dialogues.
Is it for you ?
Any audience.
Note: if you are a manager, we recommend that you take the "Leadership: preventing and managing conflict in your teams" training course (GL104).
Prerequisites
Experiencing, currently, a situation of conflict or tension.
What You'll Walk Away With
- ✓ Increased effectiveness in verbal exchanges
- ✓ Ability to handle difficult conversations
- ✓ Feeling of freedom despite tensions
- ✓ Improved self-esteem in relationships with others
- ✓ Improved social relations.
Training content
1 Taking a step back to assess the situation
Stepping back to assess the situation means taking the lead in the conflict. The first step is to analyze the situation with a certain distance, to better understand what's at stake, and then decide what actions to take to address the situation constructively.
- Important elements to consider when understanding conflict
- Types of conflict
- Stages of conflict development
- Criteria for deciding whether or not to deal with conflict
2 Preparing to deal with conflict
Addressing a conflict cannot be improvised. It requires careful thought to choose the right words, the right time and the right approach. The better prepared you are, the more likely you are to turn conflict into a constructive experience.
- Karpman's dramatic triangle
- The Thomas-Kilmann model for assessing behavior in conflict situations. The test
- is included in the training.
- Non-violent communication (NVC)
3 Addressing conflict
Here, you'll have the chance to practice approaching conflict according to the principles of non-violent communication, and apply the essential values of authenticity, caring and shared responsibility.
- Pitfalls to avoid in NVC
- Naming objective, non-judgmental facts
- Naming emotions without veiled judgment
- Naming real needs
- Making a clear, inviting request
4 Exploring our perceptions
The secret at this stage is to understand each other. This requires a great deal of open-mindedness and perseverance. Your interlocutor will most likely be on the defensive. You'll learn to play a very important role: that of refocusing the discussion on the main objective, which is mutual understanding.
- Why do some discussions go wrong?
- How to have a difficult conversation, according to Sheila Heen, Bruce Patton and Douglas Stone.
- How to deal with emotional dead ends: anger, crying, indifference, defensiveness and the speech-cutter.
5 Resolving the conflict
Once each party has been able to express its perception of things, and feels that its feelings and needs have been heard and recognized, it's time to move on to the conflict resolution stage.
- Qualities needed to resolve conflict
- Stages of conflict resolution
6 Synthesis and action plan
Synthesize and draw up an action plan that allows you to move from theory to practice, set clear objectives and maximize the benefits of training over the long term.
Keep in Mind
If you are a manager, we recommend that you take the "Leadership: preventing and managing conflict in your teams" training course (GL104).
📌 Practical information
Our training sessions are offered in Montreal or Quebec City, in person or in a virtual classroom. Dates and locations are specified when you select your session below. If you have any questions, check out our FAQ.
