The 4 keys to resolving conflict with words

Training Theme

This 15-minute training course offers a constructive approach to resolving conflicts at work through 4 essential keys: defining the rules, listening with empathy, opening up to others and being solution-oriented. She emphasizes the importance of moving beyond the search for guilt to focus on solutions for the future. The training combines theory and practice with concrete tools such as the broken record technique, allowing you to get out of the cycles of justification and attack to build a constructive dialogue. Interactive exercises and real-life examples reinforce learning.

Training Objectives

In this online course, you will learn how to:

• Define the rules to support the conflict resolution process.
• Listen with empathy and genuinely seek to better understand the other person.
• Open up to others by acknowledging their emotions and synchronizing with them.
• Use the ""broken record"" technique to avoid escalating conflicts.
• Be solution-oriented to find short and long-term solutions.
• Employ all the tools of active listening, questioning, raphrasing, and opening the field so the other person can in turn listen to you.

Target Audience 

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

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 4 parts:

DISCOVER

• Identify your personal challenges and motivations for change.

SHAKING UP

• Speech in conflict: modes of justification and attack
• The mechanisms of self-esteem in conflict
• The importance of moving away from the question "Who is to blame?"
• The broken record technique: a tool to get out of the blame
• Quiz on the objectives of a conflict resolution interview

LEARN

• Expert video: Talking to each other to resolve the conflict, 5'26
  • Presentation of the 4 essential keys to resolving a conflict: define the rules, listen with empathy, open up to others and be solution-oriented
• TRUE/FALSE on Dispute Resolution and its Rules of Application

ANCHOR

• The 4 pillars of conflict resolution:
  • Define the rules
  • Listen with empathy
  • Opening up to others
  • Be solution-oriented
• Use concrete examples to define your own commitment to change.

ADDITIONAL RESOURCES

• Downloadable documents:
  • Coaching memo sheet (PDF)