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
