Que faire quand un conflit se présente
Key Learning Points
- Teaches employees to work through conflict on their own
- Keeps conflicts from escalating
- Builds interpersonal skills
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No one likes to deal with conflict, but the truth of the matter is that we must. Problems that aren't dealt with tend to fester and spread into other areas and relationships.
This program acknowledges that it's difficult to confront someone who – in our opinion – is behaving in a way that is disruptive, unprofessional or self-serving. It presents a simple 4-step approach that helps individuals collect their thoughts and initiate resolution in the most productive way possible.
What to Do When Conflict Happens introduces the C.A.L.M. model:
C - CLARIFY the issue
A - ADDRESS the problem
L - LISTEN to the other side
M - MANAGE your way to resolution
What makes the C.A.L.M. approach unique is the first stage – CLARIFY, where employees step back and think. They rationally examine what's happening, why they feel the way they do, what the other person might be feeling and what to keep in mind as they address the issue.
All four stages of the model are depicted in the video program while various stories, set in a variety of workplaces, play out.
An added vignette shows how to "scale back" the C.A.L.M. model when there isn't time to use the full approach.