Managing Conflict: Defusing Tension and Turning Disagreements into Agreements

Intermédiaire

Master conflict management — understand its sources, defuse escalation, and resolve disagreements without avoiding them or letting them blow up. Learn the five conflict-handling modes (Thomas-Kilmann), Glasl's nine-stage escalation, Fisher and Ury's interest-based negotiation, how to make conversations safe (Crucial Conversations), regulate the amygdala hijack (Goleman), and practice with AI.

Competency domains

CommunicationDéveloppement personnel

Course chapters

1Understanding Conflict2The Five Conflict-Handling Modes3Defusing: Psychological Safety and Interests?Mid-course quiz: understanding, locating and defusing conflict
Quiz
5Handling Emotions in the Difficult Conversation6Practicing Conflict Management, Including with AI?Final quiz: mastering conflict management
Quiz

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