Trainings

Conflict Management

• Definition and causes of conflicts;
• Cognitive conflict x emotional conflict;
• Thomas-Kilmann model (conflict styles);
• Difficult conversations – role plays for managing tension;
• Making the conflict positive - AGREE model to solve conflicts - Reformulating conflicts – practices;
• Mediation;
• Inference ladder, contracting and other tools;
• Empathy quotient test;
• Conflict triggers.