Conflict is common at work and can have serious consequences for the atmosphere and even the productivity of the company. In this course, you will learn how to avoid conflicts or how to recognise and manage them when they occur. Non-violent communication and some assertiveness techniques will help you deal with the next conflict in a constructive way.

Understanding the concept of conflict

• The different types of conflict
  • instrumental conflicts
  • conflicts of interest
  • socio-economic conflicts
• The different levels of conflict
  • intrapersonal
  • interpersonal
  • group conflict
• The different phases of conflict
  • Glasl's 9-phase model

Recognising conflict styles

• Using Thomas Kilmann's model
• Knowing your own conflict style

Can a conflict be fruitful?

• The positive and functional aspects of conflict

Non-violent communication (M. B. Rozenberg)

• How to communicate non-violently?
• Non-violent communication to manage conflict

Managing conflict with effective communication techniques

• The 4 behavioural styles
• The ERS assertiveness technique (Listening, Recognising, Seeking a Solution)

Understanding possible blockages

• Leary's rose
• Managing blockages

Managing resistance

• What is resistance?
• How to recognise resistance?
• The phases of resistance
• Some models for dealing with resistance (EPA, GGG, GEC)
• Using certain questions to influence resistance