Managing conflict: mission possible!
It is essential and attainable to create a working environment in which conflict is managed positively. Research has shown that managers and supervisors can spend as much as 15% of their time managing various types of conflict. Unresolved conflict can have serious negative impacts on the well-being and productivity of your team. Learning to effectively manage conflict is a skill that will enhance your self-confidence as well as your team’s trust in you. Given that it is absolutely normal to have conflict in the professional environment, why not learn how to transform these situations into opportunities for improvement and collaboration?


OBJECTIVES
> To prevent rather than resolve
> To accept the inevitability of conflicts and to overcome them
> To understand your role as a leader in conflict situations within your team

WHO IS THIS TRAINING COURSE FOR
Every administrator responsible for a team.


Recognized by the Faculty of Continuing
Education at the University of Montreal
The educational quality of this syllabus has been approved by the Chair of Continuing Education of the Faculty of Continuing Education at the University of Montreal 0.7 UFC

OBJECTIVES
  • Acknowledging conflicts in order to resolve them better
  • Recognizing your leadership role in solving conflicts within your team
  • Developing a work environment favourable to positive conflict management, since an ounce of prevention is worth a pound of cure
  • Recognizing the factors can lead to conflict and those that minimize it
  • Assuming a behavior appropriate to the type of conflict
  • Earning respect as a leader to improve your daily conflict management skills
  • Coaching team members to manage conflicts


DETAILED TRAINING COURSE CONTENTS
Definition of a conflict
  • Why conflicts exist in the work environment and what causes them
  • Costs of neglect of conflicts
  • Consequences of unresolved conflicts
Five approaches to conflict resolution (Thomas Kilmann)
  • Each person prefers a specific approach
  • Available conflict resolution options
  • Selecting the conflict resolution approach according to context and desired outcome
Communication in conflict management
  • Using the appropriate communication channel
  • Active listening as an effective conflict resolving tool
Coaching techniques
  • How to defuse emotional reactions
  • Helping people resolve problems without external intervention
Conflict dynamics
  • Power and influence dynamics
  • Negative consequences of applying the inappropriate conflict resolution approach to a given situation

    PEDAGOGICAL APPROACH
    • Interactive lecture
    • Self-evaluation tools

    TRAINING COURSE MATERIAL
    • Detailed reference guide
    • Self-evaluation questionnaire to determine your preferred conflict–solving approach
    • Guide document for conversation regarding a conflict


    Training

    Date

    City

    Location

    Gérer les conflits – Mission possible
    6 november 2018
    Français
    Montréal
    Directions
    Gérer les conflits – Mission possible
    21 may 2019
    Français
    Montréal
    Directions
    Gérer les conflits – Mission possible
    31 may 2019
    Français
    Québec
    Directions
    TRAINERS


    Isabelle Gagné

    Sophie F. Marcil

    Louise Geoffrion




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