Managing conflicts at work: which methods to choose?

Training Theme

This 15-minute training course examines the different approaches to managing conflict in the workplace. It explores the choice between autocratic and participatory methods, as well as approaches based on avoidance, power, rights or interests. The training focuses on finding win-win solutions by identifying and overcoming psychological and organizational barriers. It provides practical tools for developing a constructive approach to conflicts, favouring the consideration of each person's interests rather than confrontation or avoidance.

Training Objectives

In this online course, you will learn how to:

• Avoid fueling a conflict by adopting a participatory approach rather than an autocratic one.
• Favoring mutual interests rather than avoidance, power or rights is the key to lasting conflict resolution.
• Take a step back to calm minds and let options emerge.
• Use active listening, reflect on beliefs, and emotional intelligence.
• Manage a conflict by involving an external third party (mediator/arbitrator).
• Consider the interests of each party (for a win-win outcome) in conflict resolution.

Target Audience 

Anyone responsible for managing conflicts.

Means and Methods 

• E-learning Modules: Consisting of text, videos, interactive content, and quizzes designed to help you achieve the defined learning outcomes.
• Additional resources: Downloadable documents such as the coaching memo sheet (PDF).

Training Content 

This module contains 3 parts:

DISCOVER

• Identify your personal challenges and motivations for change.

LEARN

• Expert video: Approaches to conflict management, 6'11
  • Presentation of the different approaches to conflict management: autocratic vs. participatory decision-making, intervention of a third party, modalities based on avoidance, power, rules or mutual interests.
• Conflict Avoidance Quiz
• True/FALSE Exercise on Conflict Management Approaches

ANCHOR

• The obstacles to the win-win solution:
  • A "zero-sum" vision of the conflict
  • Skills gap
  • Lack of trust
  • Competitive corporate culture
  • Past negative experiences
• Use concrete examples to define your own commitment to change.

ADDITIONAL RESOURCES

• Downloadable documents:
  • Coaching memo sheet (PDF)