La gestion des conflits from edX

Plus de 50 % des gestionnaires ont tendance à ne rien faire lors d’un conflit. En effet, la plupart des gens se sentent souvent démunis face aux situations conflictuelles. Il en résulte que les conflits s’aggravent et le climat de travail se détériore. Dans certains cas, les conflits peuvent mener à des plaintes pour harcèlement psychologique. Des conflits qui auraient pu être désamorcés relativement facilement deviennent des sources de coûts organisationnels élevés.

Lorsque vient le temps d'intervenir pour désamorcer une situation conflictuelle, plusieurs questions se posent. Comment cerner le nœud du problème? Comment éviter l'escalade? Comment traiter avec les personnes difficiles? Comment éviter que la situation se répète? À cet effet, l'utilisation d'un cadre d'intervention peut s'avérer très utile.

À partir des plus récentes recherches et des meilleures pratiques professionnelles, le cours propose un modèle d'analyse et d'intervention pour désamorcer les conflits organisationnels. Des stratégies concrètes sont proposées. De plus, études de cas et exercices pratiques permettent de tester l'application des principes du cours à des situations conflictuelles. En intégrant le modèle d'intervention et les stratégies présentées, les participants au cours seront en mesure de désamorcer les conflits avant que ceux-ci ne perturbent le climat de travail.

Tout gestionnaire ou futur gestionnaire devrait suivre ce cours. Les études démontrent que les gestionnaires passent environ 20 % à 30 % de leur temps à gérer des situations conflictuelles. Comment être efficace si on ne sait pas désamorcer les conflits? De plus, l'habileté d'une personne à gérer les conflits a un impact sur ses chances d'obtenir une promotion.

What's inside

Learning objectives

Reconnaître les différents types de coûts pouvant être engendrés par un conflit
Identifier les différents objectifs pouvant être visés par l'implantation d'une stratégie de gestion de conflit
Choisir la stratégie de gestion de conflit la plus appropriée, en fonction du contexte
Reconnaître les principales composantes de l'architecture de base d'un conflit
Distinguer les deux composantes clés d'un conflit
Distinguer les sources traitables d'un conflit des sources non traitables
Discerner les différents types d'inflation possibles d'un conflit
Distinguer les types d'intérêts pouvant être à la source d'un conflit
Déterminer les stratégies appropriées pour désamorcer les sources d'un conflit

Déterminer les stratégies appropriées pour désamorcer les facteurs d'évitement et d'escalade d'un conflit
Cerner le rôle du médiateur en contexte de gestion d'un conflit
Énumérer les éléments à mettre en place pour assurer le succès d'un processus de médiation
Choisir les options les plus appropriées pour mener à bien le processus de médiation
Reconnaître les stratégies appropriées pour dénouer les impasses d'une médiation
Reconnaître les principaux types de personnalités difficiles
Choisir la stratégie appropriée pour intervenir auprès d'une personne difficile lors d'un conflit
Reconnaître les stratégies les plus efficaces pour prévenir la résurgence de conflits
À la fin du cours, l'apprenant sera en mesure de :

Reconnaître les différents types de coûts pouvant être engendrés par un conflit
Identifier les différents objectifs pouvant être visés par l'implantation d'une stratégie de gestion de conflit
Choisir la stratégie de gestion de conflit la plus appropriée, en fonction du contexte
Reconnaître les principales composantes de l'architecture de base d'un conflit
Distinguer les deux composantes clés d'un conflit
Distinguer les sources traitables d'un conflit des sources non traitables
Discerner les différents types d'inflation possibles d'un conflit
Distinguer les types d'intérêts pouvant être à la source d'un conflit
Déterminer les stratégies appropriées pour désamorcer les sources d'un conflit
Déterminer les stratégies appropriées pour désamorcer les facteurs d'évitement et d'escalade d'un conflit
Cerner le rôle du médiateur en contexte de gestion d'un conflit
Énumérer les éléments à mettre en place pour assurer le succès d'un processus de médiation
Choisir les options les plus appropriées pour mener à bien le processus de médiation
Reconnaître les stratégies appropriées pour dénouer les impasses d'une médiation
Reconnaître les principaux types de personnalités difficiles
Choisir la stratégie appropriée pour intervenir auprès d'une personne difficile lors d'un conflit
Reconnaître les stratégies les plus efficaces pour prévenir la résurgence de conflits
À la fin du cours, l'apprenant sera en mesure de :

Syllabus

Module 1 - Introduction à la gestion des conflits

Introduction à la gestion des conflits

Évaluer le coût d'un conflit

Objectifs d'un effort de résolution

Choisir une option de gestion des conflits

Développer sa compétence en gestion des conflits

Module 2 - Cerner le noeud d’un conflit

Cerner le noeud d'un conflit

Analyser les sources d'un conflit

Analyser les différences d'intérêt

Analyser les facteurs d'inflation

Cibler le noeud d'un conflit

Module 3 - Identifier une stratégie de résolution

Déterminer les cibles d'intervention

Désamorcer les sources traitables

Désamorcer les sources non traitables

Désamorcer les facteurs d'évitement

Désamorcer les facteurs d'escalade

Module 4 - Intervenir en utilisant la médiation

Qu'est-ce que la médiation?

Amorcer un processus de médiation

Explorer les options de solution

Favoriser la résolution du conflit

Débloquer les impasses

Module 5 - Mieux gérer les personnalités difficiles

Mieux gérer les personnalités difficiles

Mieux gérer l'anxieux-agressif

Mieux gérer l'obsessionnel

Mieux gérer le narcissique

Mieux gérer le passif-agressif

Module 6 - Prévenir la résurgence de conflits

Prévenir la résurgence des conflits

Prévenir les conflits en étant plus transparent

Prévenir les conflits en consultant les employés

Prévenir les conflits en clarifiant les rôles et les responsabilités

Prendre soin de l'esprit d'équipe et confronter les comportements inappropriés

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Développe les compétences pour désamorcer les conflits organisationnels

Propose des stratégies concrètes pour résoudre les conflits

Fournit des études de cas et des exercices pratiques pour une application concrète

Permet d'acquérir des compétences en gestion de conflits, essentielles pour les gestionnaires

Intègre les meilleures pratiques professionnelles et les recherches récentes

Requiert une prédisposition à la résolution de conflits et une sensibilité aux situations conflictuelles

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in La gestion des conflits with these activities:

How to Avoid Conflict Escalation

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Gain confidence in recognizing the signs of conflict escalation and the methods to de-escalate conflicts

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Look up TED Talks or YouTube videos on conflict de-escalation techniques
Practice active listening skills by summarizing and paraphrasing
Practice identifying emotional triggers that may lead to conflict, and develop strategies to remain calm

Conflict Resolution Case Studies

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Become more confident in resolving various types of conflicts by working through detailed case studies

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Review the materials on conflict resolution
Analyze the case studies using the conflict resolution framework
Develop a resolution plan for each case study that includes the steps you would take to resolve the conflict

Peer-led Conflict Resolution Group Discussions

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Engage with peers to share and discuss different approaches to conflict resolution, and receive feedback on your own strategies

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Form a study group with classmates
Choose a case study or scenario to discuss
Take turns presenting different approaches to resolving the conflict
Provide feedback to your peers on their approaches

Four other activities

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Write a Conflict Resolution Plan for the Workplace

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Develop a comprehensive plan that outlines the steps and strategies for effective conflict resolution in the workplace

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Review the organization's policies and procedures on conflict resolution
Research best practices for conflict resolution
Interview stakeholders to gather input on conflict resolution
Develop a draft plan that outlines the steps and strategies for conflict resolution using the data gathered
Present the plan to stakeholders for feedback and finalize the plan

Attend Industry Conferences on Conflict Resolution

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Expand your network and learn from experts in the field of conflict resolution by attending relevant industry conferences

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Research upcoming industry conferences on conflict resolution
Register for the conferences that align with your interests
Attend the conference sessions, workshops, and networking events
Connect with professionals in the field and exchange knowledge and insights

Facilitate a Conflict Resolution Workshop

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Develop and deliver a conflict resolution workshop to solidify your understanding of the concepts and gain practical experience

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Develop a workshop plan that includes the learning objectives, activities, and materials
Prepare and gather the necessary materials, such as handouts, worksheets, and role-playing scenarios
Recruit participants for the workshop
Facilitate the workshop and guide participants through the learning activities
Evaluate the effectiveness of the workshop and gather feedback from participants

Volunteer as a Mediator or Facilitator

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Gain hands-on experience in conflict resolution by volunteering as a mediator or facilitator in a community or workplace setting

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Research volunteer opportunities at local community centers, schools, or non-profit organizations
Inquire about the requirements and training programs offered by these organizations
Attend the necessary training to become a qualified mediator or facilitator
Volunteer your services and participate in conflict resolution sessions

Career center

Learners who complete La gestion des conflits will develop knowledge and skills that may be useful to these careers:

Arbitrator

Arbitrators combine knowledge of the law and human resources with their ability to mediate conflicts. A course like La gestion des conflits will help you build the foundation you need to succeed in this career path by helping you identify and analyze the core issues of a dispute and facilitate a resolution that is fair and just. You will also learn different mediation techniques that you can apply to your work as an arbitrator. Developing these skills can help your career as an arbitrator advance.

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Human Resources Manager

A Human Resources Manager oversees employee relations, including conflict resolution, recruitment, and benefits administration. Earning a certification in conflict resolution can give you the skills and knowledge needed to progress in your Human Resources career. By studying La gestion des conflits, you will learn effective mediation techniques to resolve disagreements and maintain a positive work environment. This course can help you enhance your capabilities and marketability as a Human Resources Manager.

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Mediator

Mediators facilitate and guide negotiations and discussions between disputing parties to help them reach a mutually acceptable agreement. La gestion des conflits can help you develop the practical negotiation and communication skills you need to become a mediator. You will learn to identify and analyze conflict sources, apply different conflict resolution strategies, and facilitate effective communication. By completing this course, you can further your knowledge and abilities as a mediator.

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Conflict Resolution Specialist

Conflict Resolution Specialists are skilled at managing and resolving conflicts in a professional setting. They facilitate discussions, mediate disputes, and help parties reach mutually acceptable agreements. La gestion des conflits is an excellent course to prepare for this role, providing a comprehensive understanding of conflict dynamics, resolution techniques, and communication strategies. By completing this course, you can gain valuable knowledge and skills to excel as a Conflict Resolution Specialist.

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Labor Relations Manager

Labor Relations Managers lead negotiations between management and unions, often resolving grievances and disputes. Their role involves understanding labor laws, mediating conflicts, and fostering positive labor-management relationships. Enrolling in La gestion des conflits can enhance your knowledge of conflict resolution and provide practical tools for handling labor disputes. You will gain insights into conflict analysis, mediation techniques, and strategies for preventing conflict escalation. This course can support your career growth and effectiveness as a Labor Relations Manager.

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Social Worker

Social Workers assist individuals, families, and communities in addressing challenges and improving their well-being. Conflict resolution skills are essential for Social Workers, enabling them to facilitate constructive dialogue, mediate disputes, and support clients in resolving conflicts effectively. La gestion des conflits provides a valuable foundation for Social Workers, offering insights into conflict analysis, communication techniques, and strategies for promoting resolution. By enrolling in this course, you can enhance your ability to support clients and contribute to their social and emotional well-being.

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Lawyer

Lawyers provide legal advice, represent clients in court, and draft legal documents. Effective conflict resolution is a key skill for lawyers, allowing them to negotiate settlements, resolve disputes, and advocate for their clients' interests. By taking the La gestion des conflits, you can develop a strong foundation in conflict analysis, mediation techniques, and negotiation strategies. This knowledge will enhance your abilities as a lawyer and contribute to your success in resolving legal disputes.

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Organizational Development Manager

Organizational Development Managers are responsible for improving an organization's effectiveness through initiatives such as training, performance management, and conflict resolution. La gestion des conflits is highly relevant to this role, providing you with a framework for understanding and resolving conflicts within an organizational context. You will gain insights into conflict dynamics, communication strategies, and techniques for facilitating resolution. By completing this course, you can enhance your ability to create a more harmonious and productive work environment.

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Customer Service Manager

Customer Service Managers oversee customer support teams and are responsible for resolving customer issues and complaints. La gestion des conflits can provide you with valuable skills for this role, helping you understand conflict dynamics, develop effective communication strategies, and implement resolution techniques. By completing this course, you can enhance your ability to manage customer conflicts effectively, improve customer satisfaction, and contribute to a positive customer experience.

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Consultant

Consultants provide expert advice and guidance to organizations on various aspects of their operations. Conflict resolution skills are often required, as consultants may be called upon to mediate disputes, facilitate negotiations, or provide guidance on conflict management strategies. La gestion des conflits can equip you with the knowledge and techniques needed to effectively manage conflicts in a consulting role. By understanding conflict dynamics, developing communication strategies, and implementing resolution techniques, you can add value to your consulting services and enhance your ability to support clients.

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Nurse

Nurses provide healthcare and support to patients, often working in environments where conflicts may arise between patients, family members, or healthcare professionals. La gestion des conflits can provide you with valuable skills for resolving conflicts effectively. You will gain insights into conflict dynamics, communication strategies, and techniques for facilitating resolution. By completing this course, you can enhance your ability to create a more harmonious and productive healthcare environment.

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Teacher

Teachers are responsible for educating and guiding students, often working in environments where conflicts may arise between students, parents, or colleagues. La gestion des conflits can provide you with valuable skills for resolving conflicts effectively. You will gain insights into conflict dynamics, communication strategies, and techniques for facilitating resolution. By completing this course, you can enhance your ability to create a more harmonious and productive learning environment.

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Manager

Managers are responsible for leading and motivating teams, often working in environments where conflicts may arise between team members or with other departments. La gestion des conflits can provide you with valuable skills for resolving conflicts effectively. You will gain insights into conflict dynamics, communication strategies, and techniques for facilitating resolution. By completing this course, you can enhance your ability to create a more harmonious and productive work environment.

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Police Officer

Police Officers are responsible for upholding the law and maintaining order, often working in environments where conflicts may arise. La gestion des conflits can provide you with valuable skills for resolving conflicts effectively. You will gain insights into conflict dynamics, communication strategies, and techniques for facilitating resolution. By completing this course, you can enhance your ability to create a more harmonious and productive community.

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Firefighter

Firefighters are responsible for extinguishing fires and rescuing people and property, often working in environments where conflicts may arise. La gestion des conflits can provide you with valuable skills for resolving conflicts effectively. You will gain insights into conflict dynamics, communication strategies, and techniques for facilitating resolution. By completing this course, you can enhance your ability to create a more harmonious and productive work environment.

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