Booklet No. 13 – Managing Conflict

Booklet No. 13 – Managing Conflict

How do you solve relationship problems?

  • Communicating positively in a conflict
  • Managing emotions and stress
  • Managing a conflict when directly involved


  • Format: PDF
  • Number of pages: 53

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Conflict is not necessarily visible through shouting. Instead, rely on the working atmosphere you sense within your team, or with other teams. There’s something in the air that tells you things aren’t going well. But what can you do to restore a certain serenity to the working atmosphere?

We suggest that you reflect on your management style in the face of conflict, so that you understand how to act differently before a conflict arises. But of course, it’s also a question of resolving conflicts that have already arisen, and that’s what we look at in the second part. From prevention to cure.


  • Forms of conflict
    • Larval or open conflict
    • Interpersonal conflicts
    • Situational conflicts
  • The conflict life cycle
    • Theoretical references of the conflict life cycle – 3 reference models
  • The manager faced with critical or conflictual situations: conflict resolution, 1st simple steps
    • Common sense reflexes prior to methods and approaches
  • Between laissez-faire and hyper-interventionism
    • Hyper-intervention
    • Hypo-intervention
    • Intervention in coaching mode
  • Conflict resolution protocols and tools
  • Victimisation theories – Karpman’s triangle
    • Summary table of postures and behaviours
    • Illustrative situations
    • Some solutions to the Karpman triangle
  • NVC: non-violent communication
  • The 4 stages of NVC
  • Managing defence mechanisms
    • Identifying the most common defence mechanisms
    • Solutions: defusing questions
    • Reducing misunderstandings
    • Working on message transformation
    • Empathy
    • Listening, rephrasing, questioning and silence
  • The QQOQCCP method
  • The PCVAREM method
  • The + / + intention in a conflict
  • Conclusion and summary: conflict resolution protocol
  • Conflict management and change management

Practical exercises for taking action

24 pages of exercises for you to practise

  • Exercise #1: dare to say or round up
  • Exercise #2: analysing situations and taking action
  • Exercise #3: analysing situations and actions
  • Exercise #4: holding grudges and things left unsaid
  • Exercise #5: stepping back and taking the first steps forward