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Programme sheet
Diagnosing Conflict and Prevent Its Escalation
Conflicts & TensionsCommunication & FeedbackAll employees≈ 15 min
Key skill: Conflict management & resolution
Summary
Diagnose a conflict by separating the original problem from what amplifies it: avoidance and escalation. Spot these inflation factors, identify the behaviours that feed them, and step in quickly to defuse things before they turn toxic.
Target audience
Anyone who has to manage conflict
Learning objectives
- Differentiate the inflation factors (avoidance and escalation)
- Help the people involved become aware of the impact of their avoidance
- Help reluctant individuals put their disagreement on the table
- Facilitate discussions to prevent conflict from escalating
Module outline
- ArticlesVerbal jabs that escalate: example phrases that fuel escalation · When words signal avoidance: example avoidance phrases
- Expert videoUnderstanding the difference between the original problem (the spark) and the two types of gases that fuel conflict: avoidance and escalation
- AnchoringQuiz and True/False 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
Distinction between problem and inflation (spark and gases); avoidance and escalation factors; third-party mediation.
Research-based
Avoidance and escalation factors according to Jean Poitras, Canadian conflict management expert.