KNOWLEDGE – SKILL-HOW – MOBILIZED SKILLS :

1) Understand how conflict works in business

• Feedback on lived experiences: identifying and understanding the possible causes of an internal conflict
• Understand the concept of conflicts in a company :

1. What is a professional conflict? 
2. Focus on the principle of conflict and competition 
3. Focus on the principle of conflict and cooperation 

• Focus on the different types of conflict:

– Intrapsychic, interpersonal and inter-group, extrinsic and emotional, conflicts of interests and opinions, functional and dysfunctional conflicts, constructive and destructive conflicts

• Understand the evolution of a conflict in a company and the mechanisms of a conflict situation 
• Know the phases of a conflict, from the source to the degeneration of a situation 
• Know the different sources/factors of conflict

1. Personal factors 
2. Structural factors 
3. Task interdependence 
4. Evaluation and remuneration methods 
5. The notion of perception 
6. Managerial sources: autonomy, management, responsibilities…

2) Approach a conflict situation calmly: understand its genesis to better manage it

• Review of the evolution, stages and outcomes of a conflict (the consequences for the company) 
• Understand the mechanisms of increasing distortion of a message 
• Focus on incomprehension, and the different levels of communication, the genesis of stress and conflicts 
• What does security and esteem mean for your team (return to fundamental needs)?
• Different personalities at work
• Reminder of the Karpman triangle 

3) Approach an appropriate managerial posture: Mechanisms for preventing, mitigating or resolving conflicts 

• Situating your role as a manager in the face of a conflict, review of the manager’s posture 
• Adopt a pro-active attitude : Observe, be vigilant, know how to spot a risky situation (prevent conflicts)

• How to approach the conflict, intervene as a mediator, how to position yourself, what posture should the manager take in conflict situations : when and how should he intervene ?

1. Work on vocabulary and good practices in terms of mediation 
2. Work on listening, questioning and arguing 
3. Work on assertiveness and assertive attitudes 

• Understand conflict resolution methods : forcing/domination, appeasement, disengagement, collaboration, compromise 
• Identify a method appropriate to your context and each situation : adopt the right strategy and behavior 
• Define your margins for negotiations / maneuvers / options 
• Identify a solution with a mediation approach 

4) Build your toolbox and action plans

• Learn lessons from each conflict, define your own areas of progress 
• How to protect yourself and put things into perspective, know how to say no 
• Build an inner attitude of stability, calm, confidence: behavior in the face of tensions

TEACHING MODALITIES :

PowerPoint Educational Support

Shared research and work

Individual and collective work

Professional situation

CERTIFICATIVE TESTS :

MCQ

Case Study

SAVOIR – SAVOIR-FAIRE – SAVOIR-ÊTRE MOBILISES :

MODALITES PEDAGOGIQUES :

Support Pédagogique PowerPoint
Recherches et travaux partagés
Travaux individuels et collectifs
Mise en situation professionnelle

EPREUVES CERTIFICATIVES :

QCM

Etude de Cas