What you will be able to do
- Recognise the escalation level of a conflict and identify its real sources.
- Keep control of your emotions when tension rises.
- Choose how to react instead of suffering your reflex.
- Really listen, and express disagreement without wounding.
- Get beyond each side's positions to build a precise and lasting agreement.
Who it is for
For anyone who experiences or witnesses tension at work: two departments with different goals, a decision that upsets people, one word too many in an email. The method works whatever your job: at a front desk, in a workshop, at a patient's bedside, behind a screen, on a building site or at the head of a team. The module follows three weeks to restore dialogue between customer service and logistics, but the exercises and the exam put you in many other situations.
How the module unfolds
- 1IntroductionWhat the skill covers, and what the module will teach you to do.
- 2A running story, “A story in which you are one of the actors”The same working situation stays with you from one step to the next, with a character from the story who plays the role of mentor.
- 3The theory, with everyday examplesIn each lesson, the method set out simply, with examples drawn from working life.
- 4The game, “The room of two mirrors”Each step you complete moves the game forward, right to the last one.
- 5The signature exercise, “Double reading”The module's method, to apply to your own situations.
- 6Two role playsTwo conversations to see through to the end, with detailed feedback on your choices.
- 7The examTen random questions about new situations. Eight correct answers unlock The Method and your certificate.