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Programme sheet
Managing Repetitive Conflict Sources at Work
Conflicts & TensionsCommunication & FeedbackAll employees≈ 20 min
Key skill: Conflict management & resolution
Summary
Three sources of recurring conflict that a manager can actually address — lack of information, diverging interests, and work organization — and the right action for each: clarify, negotiate, refine the organization.
Target audience
Anyone looking to improve their quality of life and relationships
Learning objectives
- Differentiate between treatable and untreatable sources of conflict
- Clarify information to prevent misinterpretation and rumors
- Reconcile diverging interests through negotiation
- Clarify work organization to prevent tension
Module outline
- ArticlesConflicts with your manager: a detailed table of friction points and solutions · The manager's role in conflict (90% of cases) · The manager's three stances toward conflict: participant, mediator, or referee
- Expert videoJean Poitras distinguishes between treatable and untreatable sources of conflict and presents the three "treatable" sources
- AnchoringA quiz and true/false questions to deepen the topic and anchor what you've learned
- Memo cardA downloadable coaching memo card: the key takeaways from the expert video
- CommitmentConcrete examples to help you define your own commitment
Models & methods
The treatable/untreatable sources distinction; three treatable sources; the solutions: clarify, negotiate, refine work organization.
Research-based
An approach formalized by Jean Poitras, a Canadian mediation expert (the distinction between treatable and untreatable sources of conflict).