Professional effectiveness: conflict management

• Understand how conflicts work and their different stages
• Prevent, anticipate conflict by applying operational methods
• Understand the principles of verbal and non-verbal communication
• Promote constructive and positive communication to avoid conflict

Understand the birth of a conflict and how it works to better anticipate:

• Know how to apprehend the definition and typology of conflicts, understand the mechanisms of a conflict situation
• Understand the criteria and values of the other to better adapt
• Identify attitudes or reactions that generate conflicts, avoid going outside the frame of reference
• Assimilate the different phases of a conflict to better react

Develop positive communication in the context of a delicate / complex exchange:

• Review of the principles of verbal and non-verbal communication
• Successfully enter into a relationship with the other, master the principle of synchronization
• Develop your listening attitude and empathy
• Reformulate and diagnose the situation in order to work on a common situation
• Identify compelling messages
• What are ego states in transactional analysis and manipulation games?

Defuse aggressive behavior, manage emotions and stress:

• Take a step back and manage your stress, understand your reactions to adopt new reflexes
• Know how to say "no" and capitalize on your assertiveness, adopt a reassuring attitude
• Adapt to the communication style of his interlocutor
• Identify a solution and preserve the relationship with his interlocutor
• Use good judgment, manage emotions and focus on a goal

• Apports théoriques et pratiques
• Formation tournée vers l'interactivité et l'echange
• Exercices ludiques et pratiques
• Support de cours version papier et numérique

Attestation de fin de formation