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Handling interpersonal conflicts and tensions

  • Objectives

    Understanding the origins of conflicts.
    Acquiring know-how and poise so as to be able to intervene effectively in resolving interpersonal conflicts.
  • Keywords

    Communication - Conflict - Negotiation - Disagreement.
  • The advantages

    • Plenty of simulated situations on different types of conflict.
    • Tried and tested methodical and structured approach to handling conflicts.
  • Aimed at

    Anyone in the managerial hierarchy and anyone who has to intervene in interpersonal conflicts.
    Anyone experiencing conflict with an employee, a hierarchical superior or a colleague in a work context.


The restraints and obstacles to handling conflicts
  • Emotional restraints.
  • Rational restraints.

The characteristics of a “real conflict”

The different origins of conflicts
  • Conflicting objectives, conflicting methods, conflicting opinions, conflicting perceptions.

The importance of the emotional side in conflicts
  • Resistances to “getting out” of the conflict.
  • Aspirations to “getting out” of the conflict.

Interview phases in conflict resolution
  • Preparing: contacting, comforting, communicating, agreeing.
  • Exploring: collecting, understanding, complementing, agreeing.
  • Responding: constructing, concluding, agreeing, taking leave.

Roles in conflict resolution
  • The role of the referee.
  • The role of the initiator.

Personality components

Power relationships
  • Power of position.
  • Personal power.

Attitudes during conflict resolution interviews

Preparing the intervention: key points

Following up the intervention
  • The commitments.
  • The “result indicators”

  • Handling workplace conflicts with social legislation, p. 165.

  • Confronting violence successfully, p. 114.


    • Code:MEM0205
    • Duration : 3days