Management of conflict situations

We can encounter a wide variety of difficult situations when relating to others. Therefore, the solutions in managing these situations should be different from case to case. Thus, it is important to choose the most suitable "tactic" according to the importance of the relationship we have and the degree of urgency required to implement a solution.

The approach in the Conflict Management program is built on the model of the 5 conflict management tactics: Avoidance; Yields; Compromise; Competition; Collaboration (Thomas Kilmann).

• Sources of conflict – the most frequent: the differences / disconnection between the communication preferences of the interlocutors
• The difference between a conflict and a dispute
• The pyramid of conflict - implications
• When and how we resolve conflicts
• Assertive and empathetic approach to conflict
• Ways to resolve conflicts (Thomas Kilmann – Conflict management): Avoidance; Yielding; Compromise; Competition; Collaboration
• Benefits and limitations of each conflict management style