Level 2 · NVC, DESC, Thomas-Kilmann, Karpman, Glasl, mediation, principled negotiation, INRS prevention

Conflict management

Spot escalation, listen, phrase, negotiate, mediate, prevent internal violence.

Who it is for — Supervisors, site foremen, HR partners and anyone exposed to team tensions.

20 lessons 60 graded practice questions 20 mock exam questions Available languages : DE · EN · ES · FR · IT

Private training. The PROMACEO LEAN certificate is not a certification: it does not exempt you from any exam or prerequisite required by ASQ, IASSC, CSSC, the LCI or any other body.

Detailed syllabus

Unit 1Identify conflict without labelling people

  1. 01
    Identify conflict without labelling peopleDistinguish disagreement, tension and behaviour that needs reporting.
    3 QCM
  2. 02
    Locate organisational sourcesDistinguish role, method and interest conflicts.
    3 QCM
  3. 03
    Observe without assumingSeparate fact, interpretation and a checking question.
    3 QCM
  4. 04
    Regulate tension before the conversationChoose conditions and timing that support dialogue.
    3 QCM

Unit 2Understand escalation through Glasl

  1. 01
    Understand escalation through GlaslMatch the intervention to conflict intensity.
    3 QCM
  2. 02
    Choose a response strategyCompare avoidance, accommodation, competition, compromise and collaboration.
    3 QCM
  3. 03
    Listen and paraphraseCheck understanding without pretending to agree.
    3 QCM
  4. 04
    Practise NVC in four stepsBuild observation, feeling, need and request.
    3 QCM

Unit 3Formulate a DESC message

  1. 01
    Formulate a DESC messageDescribe, express, specify and show positive consequences.
    3 QCM
  2. 02
    Clarify support using RPBDCDistinguish reality, problem, need, request and contract.
    3 QCM
  3. 03
    Step out of Karpman's triangle rolesUse a relational model without diagnosing people.
    3 QCM
  4. 04
    Prepare mediation and its limitsDistinguish managerial facilitation, mediation and arbitration.
    3 QCM

Unit 4Negotiate around needs and constraints

  1. 01
    Negotiate around needs and constraintsMove from positions to realistic options.
    3 QCM
  2. 02
    Record agreements and follow upTurn intentions into checkable actions.
    3 QCM
  3. 03
    Organise team communicationChoose message, audience, channel and expected feedback.
    3 QCM
  4. 04
    Clarify roles with RACICreate a clear allocation of responsibilities.
    3 QCM

Unit 5Delegate without abandoning

  1. 01
    Delegate without abandoningMatch the task, autonomy and support.
    3 QCM
  2. 02
    Support change-related tensionsExplore impacts before labelling resistance.
    3 QCM
  3. 03
    Create meaning and protect engagementConnect a task to its purpose without diagnosing.
    3 QCM
  4. 04
    Capstone: two trades, one siteCombine analysis, dialogue, agreement and follow-up.
    3 QCM

Mock exam

20 questions drawn at random from every unit, 30 minutes, 70% pass mark. Unlocked once every lesson and every case has been completed.

Body of knowledge

NVC, DESC, Thomas-Kilmann, Karpman, Glasl, mediation, principled negotiation, INRS prevention. References →

Certificate

When you pass the mock exam (≥ 70%), you download a personal PDF certificate with a verification QR code. It explicitly states that it is a private, non-certifying training program.

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