Participant Profile

Everybody who needs to resolve
conflicts, if it occurs on a regular
bases, daily or it is due to crossfunctional
processes

Objective

Understand conflicts and know how
to deal with it
Learn and practice successful
treatment of conflicts based on
conflict solution models
Principles of moderation

Outline

Recognition of conflicts
Alteration of perceptions, objectives,
behaviours
Management of emotions, behaviours,
Disturbed communication, rational
and emotional level

Value based conflict solution model

Transparency, honesty, direct
responsibility, equal rights

Conflict moderation
Initiator, advisor, mediator
decision maker

Process of mediation
Clarification of the points of view
of the involved people,translation
of messages, avoiding emotional, non
rational approaches, balancing each
one’s opinions and intentions, guiding
for solutions acceptable for both
parties, achieving commitment

Method

Interactive presentations, role plays,
video analysis

Duration: 3 days