Resolve an Open Conflict
The conflict is active and kicking. Whether you are invested in it or not, the only way to dismantle it is to speak up. The people in conflict have to talk to each other, with or without the presence of a mediator. This course will give you all the advice you need to help reach a resolution. From the organization of the meeting, to the words and questions to ask especially when there is avoidance or escalation. You will also find 5 stages to resolve a conflict with a client, and the steps for a regulatory meeting when the whole team is concerned.
Anticipate and defuse latent conflicts (7'08)
In business, we distinguish between latent conflicts (or in other words undeclared conflicts), and open conflicts. This video will answer three questions. How to define a latent conflict? How to anticipate it and last, how to defuse it before it surges too much?
Prerequisites before dealing with conflict (4'52)
You’ve noticed a conflict and would like to handle it with the participation of the parties involved? Two preliminary questions will allow you to confirm whether the protagonists are ready.
Do you agree that there is a dispute? And are you ready to resolve it? It is impossible to go any further if one of the people involved answers no to these questions.
Preparing to address a contentious topic (4'30)
Do you need to discuss a case where opinions and interests diverge?
How do you prepare to address this contentious topic so that the discussion goes smoothly and the dispute is resolved? Preparing yourself mentally and emotionally is the key. In this video, I suggest 5 questions that will make all the difference, 5 questions to ask yourself before confronting your interlocutor.
Organizing the meeting to resolve the conflict (4'50)
You’ve decided to talk to the person you’re in conflict with. You’re feeling emotionally calm and positive and are clear on the subject and on the options you intend to suggest
We will see how to arrange this meeting: from requesting an appointment to setting the place and time.
Talking to each other to resolve the conflict (6'32)
Resolving a conflict happens inevitably through words.
But how can you express yourself when the relationship has already been shaken up? How can we encourage sharing when grievances are palpable?
I suggest 4 keys to give you the best chances to reach a satisfactory solution for everyone. 4 keys to avoid sinking into the dead-end of conflict. Defining the rules, listening with empathy, opening up to the other, and being solution-oriented.
Defusing conflict escalation (9'40)
In order to resolve a conflict, it is essential to separate the source of a conflict from its inflation. Because each of these 2 elements must and will be resolved in a different way.
Conflict escalation is one of the two forms of conflict inflation. Conflict escalates because fuel is added to the fire of disagreement.
Defusing conflict avoidance (11'02)
In order to resolve a conflict, it is essential to distinguish between the source of a conflict and its inflation. Because each of these 2 elements must be and will be resolved in a different way.
Conflict avoidance is a form of conflict inflation. The conflict is inflated because we let it slowly consume us, without intervening.
What is a well-resolved conflict? (5'31)
Properly resolving a conflict, what does it really mean?
We are about to see the 4 criteria that indicate good conflict resolution, the 4 criteria that make us say “ok, all’s well that ends well”. The degree of satisfaction, the quality of the relationship at the end of the resolution, the long-term effectiveness of the solution and the final cost of the conflict.
Resolving a conflict with a client in 5 steps (11'21)
Do you have a conflict with a client and don’t know how to find common ground so that you don’t lose your client or his money? Here is a 5-step solution to resolve the conflict: ORVSC.
Options, Reformulation, Vision, Solution, Contractualization.
Regulatory meeting : solving problems in a team (5'11)
Regulatory meetings take place in order to solve problems between team members and require the true talents of a mediator.
In this video we will see when this type of meeting should be held, and in what spirit, as well as the 3 steps to lead it successfully.