Defuse Difficult Conflict Sources

Conflicts & TensionsCommunication & FeedbackAll employees≈ 20 min

Key skill: Conflict management & resolution

Summary

Address conflicts you thought had no way out: those born of opposing values, incompatible personalities, or an unstable environment. Depending on how intense the tension is, a graduated response: clarify, negotiate adjustments, or reorganize the work.

Target audience

Anyone who has to manage conflict

Learning objectives

Manage conflicts of values between people from different cultures.
Defuse conflicts caused by incompatible personalities.
Manage conflicts caused by the company's external environment.
Clarify differences between people to avoid unnecessary clashes.

Module outline

ArticlesThe need for change in order to progress · The concept of “the irritant” as an intractable source of conflict · The 4 strategies for facing “the irritant”: survive, live well with it, tame it, or leave
Expert videoHow to manage conflicts linked to differences in values, incompatible personalities, and a stressful external environment
AnchoringQuiz and True/False questions to dig deeper into the topic and anchor what you've learned
Memo cardDownloadable coaching memo card: the key points from the expert video
CommitmentConcrete examples to help you define your own commitment

Models & methods

The irritant concept; three untreatable sources; a graduated response of clarifying, negotiating adjustments, and restructuring the organization.

Research-based

Approach based on the work of Jean Poitras, a Canadian mediation expert.