Do conflicts paralyse you? Detecting a potentially conflictual situation and intervening effectively by adopting a structured approach to resolving a conflict is a developing skill. Take the bull by the horns...and develop your conflict management skills!
This course is designed for anyone wishing to intervene more effectively in a conflict situation, whether in a position of authority or not.
Objectifs
Identify the challenges and prevention tactics in conflict management
Clarify roles and responsibilities in conflict situations
Analyze the source and different phases of a conflict
Detect personality differences
Utilize an intervention model in any conflict situation
Facilitate dialogue by utilizing goal-oriented communication
Contenu
Conflicts
Definition of a conflict
Identifying the different sources of a conflict
The communication process model
Harassment
Contributing factors and phases of a conflict
Conflict management
Conflict management styles
Providing effective solutions through communication
Understanding the conflict management process
Mediation or proper negotiation
The mediation process of a conflict
The five-step intervention process
Identifying the required conditions for success
Difficult personalities
What is callous behaviour?
What is a difficult person?
Name different types of difficult personalities.
Surround yourself with the best
Kathleen Sears
Trainer, Coach, Leadership Consultant
A trainer, coach, and senior consultant for over 20 years, Kathleen Sears has solid experience in the implementation and delivery of training programs and as a training and organizational development coach. As a bilingual trainer at AFI Expertise, she has trained several thousand people primarily in management skills development, leadership, communication, and customer service.
Michel Drolet
Executive VP and Strategic Management Advisor
Backed by solid experience in industry, Michel is what you would call a high-level strategic consultant.
Maria Mikulowicz
Trainer
As a trainer, coach and senior advisor for more than 25 years, Maria has a solid experience, both in terms of implementation and dissemination of training programs, as well as a coach in training and organizational development. As a bilingual trainer at AFI Expertise, she has trained several thousand people, mainly in the fields of management skills, leadership, communication and customer services. Maria has led mandates at both tactical and strategic levels: management teams, operations and frontline personnel.
Zaida Bibiana Mangones Matos
Trainer
Zaida is a dynamic and highly qualified trilingual trainer, facilitator and coach that is considered as catalyst for individual and collective transformational processes.
Not only is she graduated as a certified coach from the Edgenda/Mozaik Coaching School, but she also holds a major in career development (UQAM), a 2nd cycle university degree in epidemiology and an undergraduate medical doctorate from outside of Quebec. She is known for positive energy, her systemic vision, the quality of her presence and her ability to create bonds of trust.
Florence Jacob
Trainer
As a holder of a double bachelor's and master's degree in management from HEC Montréal, Florence has accumulated nearly 10 years of experience as a consultant and specialist in organizational development. Her career in parapublic, public and private organizations has allowed her to perfect her expertise in coaching and leader development. Promoting knowledge sharing and managerial skills transferring is at the heart of her approaches as a consultant. Florence is known as a committed partner. Her support type is dynamic, structured and oriented towards an opened and transparent communication.
Vanessa Deschênes
Trainer
As a trainer, facilitator and coach, Vanessa is known to be an actor of change, as well as a caring and mobilizing leader who is not afraid to think outside the box. She has more than 15 years of experience in consulting and management roles and has held major positions. Vanessa is recognized for her ability to popularize complex subjects and to make everything practical, which makes her an excellent communicator.
