Incivility management

Part 1

• Methodology of conflict typologies: intrapersonal, interpersonal, intragroup, intergroup and organizational.
• Methodology of the typological approach in psychology: identify at-risk personalities by analyzing different types of difficult interlocutors (characteristics, deficits and potential uncivil behavior)
• The methodology is accompanied by direct application to a practical case.

Part 2

• Objection methodology with the CRAC method :
• Gain assertiveness and credibility to learn how to say no with a detailed and effective 4-step procedure (dig, reformulate, argue, conclude).
• Decision communication methodology: communicating effectively using transactional analysis and verbal and non-verbal communication tools

Part 3

• Conflict resolution methodology depending on the situation :
• Understand the benefits and warnings of the 5 styles using the Thomas-Kilman method:

          - The collaborative, negotiating style to find a "win-win" solution

          - The style of the combative and competitive when the parties hold fast to their own concerns

          - The compromise style for a rapid, mutually acceptable resolution

          - The avoidance style for trivial conflicts or provocations

• The style of accommodating and smoothing over other people's concerns instead of your own

Part 4

• Methodology for managing emotions in the face of others and unexpected events:

          - Master stress management with sophrology exercises designed by our expert coaches, helping you to understand the causes and consequences of stress and anxiety so you can deal with them more effectively.

• Increase your emotional intelligence to better identify emotions and avoid the associated pitfalls.
• Identify processes and mobilize internal players in the event of a conflict in my company.

Part 5

• Building feedback with the "OFRIR a feedback" method: Opening / Facts / Results / Inform / Reformulate
• Develop effective feedback with 360° feedback to make it easier to identify weak points and correct shortcomings.