Conflict management in the workplace

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

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