5 key questions to get ready to resolve conflict

Training Theme

This training offers a method structured in 5 key questions to approach and constructively resolve conflicts. It emphasizes the importance of mental and emotional preparation before engaging in a difficult discussion. Participants learn to distinguish between objective facts and their interpretations, to manage their emotions, to put themselves in the other's shoes and to prepare several possible solutions. The training combines theory and practical exercises to enable participants to develop a positive and effective approach to conflict management in the workplace.

Training Objectives

In this online course, you will learn how to:

• Avoid resolving a conflict in a negative emotional or mental state.
• Regain mental and emotional balance before addressing the conflict.
• Answer the 5 key preliminary questions to be able to manage the conflict constructively.
• Identify and list the objective facts that caused the problem.
• Recognize the emotions that the facts generate within you.
• Put yourself in the other person's shoes to understand their perspective.
• Prepare three solutions to resolve the conflict.

Target Audience 

Anyone wishing to promote a positive model of communication and collaboration.

Training Content 

This module contains 3 parts:

DISCOVER

• Identify your personal challenges and motivations for change.

LEARN

• Expert video: Preparing to tackle a conflictual subject (3'39)
  • How to prepare mentally and emotionally before addressing a conflicting topic through 5 key questions
• Quiz: The 3 key questions before addressing a conflict
• TRUE/FALSE: Best practices for managing conflict

ANCHOR

• Presentation of the 5 key questions method:
  • What are the facts that I have a problem with?
  • What does it create in me?
  • How to regain a positive emotional state?
  • How does the other person experience the conflict?
  • What are the 3 solutions I see to this dispute?
• Use concrete examples to define your own commitment to change.

Additional resources

• Downloadable documents: Coaching memo sheet (PDF)