Anticipate and manage conflicts

Goals

• Identify and understand your preferred way of resolving conflicts
• Understand conflicts and turn them into opportunities.
• Train yourself in using tools of assertiveness to find the best possible outcome for both parties.
• Avoid conflicts on a daily basis.

Target audience

Anyone willing to improve his skills in preventing and handling conflicts

Prerequisite

None

Contents

Conflicts; an overview

• Definition of a conflict; types and sources of conflict
• Conflict or opportunity?
• Anticipate conflicts; 3 levels of prevention

Conflict resolution, methods and behaviours

• First reactions and resolving methods; corresponding behaviours and viewpoints
• Advantages and disadvantages of the different methods and behaviours
• An effective method to resolve a conflict and come to a win-win solution

Manage a conflict with the assertiveness tools; practice

• Understand the conflict; take a step backwards; transform the conflict into an opportunity; set an objective (what do we want)
• Adopt the appropriate behaviour and use the assertiveness tools: DESC method, self-affirming language, coherence between verbal and non-verbal communication
• Synthesis: 20 key points for the best conflict management
• After the conflict: follow up on the adopted solution; adjust when needed

Avoid conflicts on a daily basis

• Watch over the quality of communication
• Dare to say things
• Use management tools