Conflict Management at Work

After the training the participant shall be able to:

• have guidance on improving his/her communication skills,
• adopting the right attitude to prevent 
• manage interpersonal conflicts between employees and teams.

• Pedagogical goals are:
• • Knowledge: to be able to:
  • • Understand conflict dynamics and the different strategies for dealing with conflicts;
    • Understand the impact of his/her communication.
  • Know-How: 
  • • Know how to use active listening, to reformulate and question,
    • Develop mediation skills for conflict prevention and/or resolution
  • Behavioural skills: 
  • • Enable the trainee to learn the right attitude in conflict situations, namely by :
    • • Creating confidence and knowing how to defuse a conflicting situation;
• • • • Promoting the empowerment of employees and the dialogue.

• Understanding conflict dynamics:
• • Identify the different types of conflicts in the workplace and their impact on team motivation; 
  • Recognise the different strategies for dealing with conflicts and identify your own style / tendency;
  • Understand the phases of conflict escalation;
  • Focus on the real stakes of the conflict (interests vs. positions) 
• Learn how to defuse tensions or existing conflicts:
• • Improve your communication skills, develop empathy and active listening, learn principled negotiation, know how to reformulate and question;
  • Learn how to adopt the right attitude: focus on interests, acknowledge the emotional dimension of the conflict; facilitate mutual understanding and promote the resolution of the disagreement.

Team leaders, Heads of unit, HR staff, Project managers

At the end of the training, the participants will receive a certificate of attendance delivered by the House of Training.