La gestion des conflits

La gestion des conflits

14 h
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  • Fee-based Certificate
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  • 7 Sequences
  • Introductive Level

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Course details


Module 1 - Introduction à la gestion des conflits

  • Introduction à la gestion des conflits
  • Évaluer le coût d'un conflit
  • Objectifs d'un effort de résolution
  • Choisir une option de gestion des conflits
  • Développer sa compétence en gestion des conflits

Module 2 - Cerner le noeud d’un conflit

  • Cerner le noeud d'un conflit
  • Analyser les sources d'un conflit
  • Analyser les différences d'intérêt
  • Analyser les facteurs d'inflation
  • Cibler le noeud d'un conflit

Module 3 - Identifier une stratégie de résolution

  • Déterminer les cibles d'intervention
  • Désamorcer les sources traitables
  • Désamorcer les sources non traitables
  • Désamorcer les facteurs d'évitement
  • Désamorcer les facteurs d'escalade

Module 4 - Intervenir en utilisant la médiation

  • Qu'est-ce que la médiation?
  • Amorcer un processus de médiation
  • Explorer les options de solution
  • Favoriser la résolution du conflit
  • Débloquer les impasses

Module 5 - Mieux gérer les personnalités difficiles

  • Mieux gérer les personnalités difficiles
  • Mieux gérer l'anxieux-agressif
  • Mieux gérer l'obsessionnel
  • Mieux gérer le narcissique
  • Mieux gérer le passif-agressif

Module 6 - Prévenir la résurgence de conflits

  • Prévenir la résurgence des conflits
  • Prévenir les conflits en étant plus transparent
  • Prévenir les conflits en consultant les employés
  • Prévenir les conflits en clarifiant les rôles et les responsabilités
  • Prendre soin de l'esprit d'équipe et confronter les comportements inappropriés




Jean Poitras
Ph. D., Professeur titulaire, Département de gestion des ressources humaines, HEC Montréal
HEC Montréal


HEC Montréal (École des Hautes Études commerciales de Montréal), is the independent affiliated business school of the Université de Montréal, and the second oldest management School in Canada. It holds accreditations from AACSB, EQUIS and AMBA, one of two schools in North America to hold triple accreditation in management education. The full name of HEC Montreal was École des Hautes Études Commerciales; the school was renamed HEC Montréal in 2002.

It is known for its international atmosphere, with one third of the students and 40% of professors coming from abroad, and favours a multilingual approach to business education, offering bilingual (French and English) and trilingual (French, English and Spanish) bachelor's degrees, and graduate degrees both in English and in French.


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