Conflicts: Recognizing and Preventing Them
- Understand the different types and levels of conflict, and their origins
- Know the different stages of a conflict
- Identify sources of conflict by being wary of hasty perceptions and conclusions
- Develop conflict prevention strategies
- Conflict levels
- The stages of the conflict
Communicating and managing emotions in conflict situations
- Understand the principles of managing emotions and emotional escalation in conflict
- Identify the need behind each emotion
- Develop active listening techniques and an empathetic posture to understand and defuse conflicts
- Communicate assertively
- Becoming aware of one's own attitudes and behaviours in conflict and how they can be improved
- DESC method
- Active listening techniques
- Plutchik's Wheel of Emotions (or any other tool of self-knowledge)
Master conflict resolution techniques
- Resolving conflicts to maintain healthy and productive relationships
- Develop different conflict resolution strategies, such as negotiation and mediation
- Take into account the perspectives of the interlocutors to find common ground
- Theatrical techniques on voice, gaze, gestures and taking up space
- Negotiation and mediation techniques
Adopt effective behaviors
- Distinguish facts, opinions and feelings
- Establish positive relationships with one's professional environment: active listening and empathy
- Develop assertiveness with DESC
- Identify operating systems and differences in stakeholder perception
- Decode nonverbal messages
- DESC method
- Assertiveness techniques
- Active listening techniques
