1

Identifying different types of conflicts

• Getting to know various sorts of conflicts, their reasons and mechanisms
• Understanding where conflicts come from, how they develop and how they are provoked or amplified
• Determining what constitutes conflicts and their real causes
• Assessing what is at stake for each partner in conflict situations

2

Solving underlying conflicts

• Anticipating conflicts : Revealing your team’s needs ; Listening to their expectations
• Improving your self-assertiveness : Understanding and accepting your team members’ emotions as well as your own.

3

Solving direct conflicts

• Discovering regulation techniques : Leading mediation sessions : asking questions and listening in a neutral way ; Repea
• Avoiding direct conflicts : Defining strategies and determining realistic options ; Reaching a consensus, offering the b
• Dealing with after-conflict phases : After the crisis, analysing the conflict causes and evolution ; Taking stock of you

4

Dealing with specific conflicts

• Facing violent conflicts : Getting over relational dead ends ; Dealing with difficult personalities: angry people, syste
• Mastering conflicts in specific management situations : Appraisal interviews ; Situations in which delegating responsibi