00:00:05
can be done by different actors by involving an arbitrator or a mediator,
00:00:11
It can take the form of autocratic or participatory decision making.
00:00:16
Conflict management can finally follow different styles,
00:00:20
the choice of avoidance,
00:00:22
the resolution of the conflict by the intervention of power,
00:00:25
or by following the rules,
00:00:28
the management of conflict by reconciling mutual interests.
00:00:32
We will detail all of these conflict management alternatives in this video.
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let us look at the question of the people concerned by conflict management.
00:00:42
Who will manage the conflict.
00:00:45
it's up to the people involved in the
00:00:47
conflict to take responsibility for its resolution,
00:00:51
or it's up to the representatives of these main groups,
00:00:54
in a conflict between unions and management.
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Up to a point it's possible.
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If the conflict has led to resentment and emotion is involved,
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the actors in the conflict will not have
00:01:06
the necessary perspective to work towards resolution.
00:01:11
It will therefore be very difficult without the intervention of a third party.
00:01:17
Sometimes it is enough for one of the two actors to remain constructive,
00:01:21
to succeed in resolving the conflict.
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The more adult of the two will know how to manage their emotions,
00:01:28
accept the other's deviations without judgement
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and use positive and constructive language
00:01:34
to lead people towards a solution.
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It's extremely difficult to keep this
00:01:39
benevolent attitude and remain solution oriented
00:01:43
while the other person is aggressive or fleeing.
00:01:46
But it is possible in particular with all the tools of conflict management,
00:01:50
active listening,
00:01:52
perspective on beliefs,
00:01:53
emotional intelligence.
00:01:55
Conflict management
00:01:57
can be done in an autocratic way.
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One person decides and makes the decision for everyone.
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This is often the role a manager takes when a conflict gets bogged down.
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They position themselves as a referee.
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The manager's intervention is acceptable when
00:02:13
it comes to business environment issues.
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Or organisational issues that require clarification or restructuring,
00:02:22
on the distribution of the roles,
00:02:24
on the organisation of work,
00:02:27
according to the well-being and the efficiency of everyone in the department.
00:02:31
They rely on their legitimacy as a manager to decide.
00:02:36
The more they understand the problem and listen to the stakeholders,
00:02:40
the more their decision will be accepted by all.
00:02:43
Autocratic conflict management is,
00:02:47
the very last resort in conflict resolution,
00:02:50
especially when relationship issues have become intertwined.
00:02:55
autocratic conflict management positions people
00:02:59
in conflict as dependent children
00:03:01
who must apply the decision of the parents,
00:03:07
If an external intervention is really necessary,
00:03:11
the ideal is to build up a participatory decision with the help of a mediator.
00:03:17
let us now turn to participatory conflict management.
00:03:21
The people involved in conflict seek their
00:03:23
own solution in a framework of listening,
00:03:28
and creativity led by a mediator.
00:03:31
The mediator coaches people by helping them to verbalise,
00:03:35
broaden their perceptions,
00:03:37
manage their emotions,
00:03:39
and maintain a respectful relationship.
00:03:43
They behave as an external facilitator
00:03:46
who meets individually.
00:03:48
And then together with the conflicting parties.
00:03:51
They don't make decisions for others,
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they help them find their own way to
00:03:56
resolution by taking into account each other's interest.
00:04:00
Properly managing a conflict therefore means
00:04:03
deciding who is involved in the resolution
00:04:06
and in particular whether it is necessary to appeal to an external third party,
00:04:13
while having at heart to maintain maximum participation for everyone involved.
00:04:19
The more the solution comes from them,
00:04:21
the longer lasting it will be.
00:04:24
Inspired by Jean Potras,
00:04:26
professor at HEC Montreal,
00:04:29
an expert in conflict management.
00:04:31
Let us now see four different approaches to conflict management
00:04:39
The first approach is based on avoidance.
00:04:43
Most of the time,
00:04:44
avoidance will fuel the conflict which will eventually explode.
00:04:50
let's not generalise.
00:04:51
Sometimes it's good to take time because time allows you to take a step back,
00:04:56
to calm the spirits and let the options come.
00:05:00
Sometimes all it takes is a good night's sleep for a conflict
00:05:03
to lose its emotional charge and turn into a harmless one.
00:05:07
The second approach
00:05:09
is power driven.
00:05:10
Whoever has the power will have the last word.
00:05:14
The parents on their child,
00:05:15
the management on the workforce.
00:05:18
Sometimes power is not hierarchical.
00:05:20
It can be the power of the one with the most money,
00:05:23
the power of the strongest.
00:05:25
The reason of the strongest is always the best,
00:05:27
wrote La Fontaine.
00:05:29
We use our hierarchical authority,
00:05:33
our harmful power to make others bend.
00:05:36
We are ready to go to war to defeat the other person.
00:05:40
The third approach is rights based.
00:05:42
The question is not who is stronger,
00:05:45
but who is within their rights.
00:05:48
Conflict resolution is done by applying the law and following the rules.
00:05:52
The study of rules,
00:05:54
contracts will determine who is right and who is wrong.
00:05:59
we bring in the legal experts or we go to court.
00:06:02
The final approach to conflict management is interest based.
00:06:06
No more binary wars letting power or law decide.
00:06:11
Here we are ready for adult negotiation
00:06:14
based on listening to each other's interest and on the
00:06:17
desire to respond to them as best as possible.
00:06:20
There is no standoff,
00:06:23
This approach to conflict management requires the
00:06:26
parties to engage in discussion and negotiation,
00:06:30
sometimes with the intervention of a mediator.
00:06:33
In interest-based conflict management,
00:06:36
the parties seek agreement or at least a compromise.
00:06:40
If the solution is found in this negotiation,
00:06:43
it will be better accepted and followed by all.
00:06:46
Rather than conflict management focused on avoidance,
00:06:51
I'd therefore recommend to you conflict
00:06:53
management based on the interests of everyone
00:06:55
in the most participatory way possible.
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