Conflict in the workplace is inevitable from time to time, and it can have a detrimental effect on personal and team performance unless it is managed well. This course offers strategies and tactics that can be used to manage conflict effectively. It will help you to recognise the causes of conflict at work and the effects it can have on performance. You will be shown different ways of handling conflict as well as tips on how to resolve specific conflict situations. You'll also explore your own role in creating a positive work environment to minimise conflict within your team.By the end of the course participants will be able to: · Understand conflict development/resolution · Understand how to get at the root cause of difficult behaviour · Be able to distinguish between aggression, assertion and submission · Have developed the skill to handle a variety of everyday confrontational situations · Feel more comfortable in confronting people and emotions rather than avoiding them.
INTER
IN-HOUSE
CUSTOM
Practical course in person or remote class
Available in English on request
Conflict in the workplace is inevitable from time to time, and it can have a detrimental effect on personal and team performance unless it is managed well. This course offers strategies and tactics that can be used to manage conflict effectively. It will help you to recognise the causes of conflict at work and the effects it can have on performance. You will be shown different ways of handling conflict as well as tips on how to resolve specific conflict situations. You'll also explore your own role in creating a positive work environment to minimise conflict within your team.By the end of the course participants will be able to: · Understand conflict development/resolution · Understand how to get at the root cause of difficult behaviour · Be able to distinguish between aggression, assertion and submission · Have developed the skill to handle a variety of everyday confrontational situations · Feel more comfortable in confronting people and emotions rather than avoiding them.
Anyone who wants to learn ways to deal with people with whom they have a difficult relationship or who have different ways of working. Managers who wish to develop their people skills, with particular emphasis on dealing effectively with the individual.
Practical details
Scenarios, role-playing.
Course schedule
1
What is conflict?
The symptoms.
From discomfort to crisis, how conflicts escalate.
Recognising conflict and potential triggers when they arise.
Underlying causes of conflict.
Issues, behaviours and feelings.
2
Conflict at Work and what it says
How conflict manifests itself.
What conflict tells us about an organisation?
When conflict is positive.
3
Consequences of Conflict
How we are affected by conflict.
The impact of conflict on the organisation.
The cost of conflict.
Exercise
Analysis of workplace conflicts and their origins.
4
Willingness to Resolve
Diagnosing who is the problem.
Why people over-react and are unwilling to resolve problems.
Identifying your own blockages and what to do if you are the source.
Managing people who do not seek a resolution.
Exercise
Identifying your preferred style and adapting your approach to suit the situation.
5
Managing Emotions
Dealing with anger and stress.
Keeping your emotions at bay, especially when others are upset.
Strategies to minimise hostility and defensiveness.
6
Building Positive Relationships
Building trust and respect to keep relationships positive.
Reframing the perceptions of others.
Establishing and recognising what is important for others.
Confronting difficult situations constructively.
7
Managing and Resolving Conflict
Self-awareness and personal prejudices.
Encouraging greater openness from others.
Individual reactions to conflict.
Emotional triggers.
8
Working with Others to Resolve Conflict
Reality check.
Positions and interests.
Joint problem solving.
Defusing tensions.
How mediation works.
The stages of mediation
Conflict management strategies
Exercise
We use a number of training methods including role-play, video, audio, workshops and group exercises to enhance the learning process.
Customer reviews
4,8 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed. (Translated by Deepl)
MOSTEFAOUI MATHILDE D.
11/12/25
5 / 5
Le contenu de la formation est adapté avec de la théorie mais aussi beaucoup d’échanges, ce qui rend la formation concrète et vivante.
JEAN-MARC C.
11/12/25
5 / 5
Très intéressant, avec des exemples très parlants. M’a donné un cadre et des repères.
MAGALI V.
11/12/25
5 / 5
Très bonne balance entre théorie et exemples réels. Très bon groupe avec de bons échanges et beaucoup de partage.
MERYLL W.
11/12/25
5 / 5
Cedric Lenica à adapté sa formation anos besoins et problématiques spécifiques. On a beaucoup échangé et parlé, c’était très vivant. Nous avons moins regardé les slides et sommes passés par de nombreux outils différents. On a eu moins de temps pour la pratique mais c’était notre demande.
JEAN-LUC C.
11/12/25
5 / 5
Cedric Lenica très pédagogue a su m’apporter de nombreux éclairages me permettant de mieux appréhender les éventuels conflits.
PERRIER LUDOVIC B.
20/11/25
5 / 5
Very good trainer with lots of humour and very interesting exercises.
LEILA D.
20/11/25
5 / 5
A very dynamic and pragmatic speaker, with many concrete cases that are easy to relate to in everyday life
MAGDALENA B.
20/11/25
5 / 5
Good training
THOMAS G.
20/11/25
5 / 5
A little too quick on the second day
PATRICE M.
20/11/25
5 / 5
I'm leaving with plenty of tools to help me move forward in my new role as manager.
VALÉRIE J.
20/11/25
4 / 5
Good training Good working tool
JEREMY S.
20/11/25
5 / 5
super content, and top teaching skills
MATHILDE L.
20/11/25
4 / 5
The trainer was very dynamic and pleasant, able to hold our attention with ease. She enriched the basic content with very relevant complementary contributions. Many thanks to her! Perhaps it would have been better if I'd taken this course with a group of HR professionals only, as I felt that there was a difference in level and I was already familiar with a number of concepts.
ANNE-LAURE R.
20/11/25
4 / 5
Sandrine is a very pleasant and motivating trainer. We went over some of the slides a bit quickly at times, and I need a bit more time to integrate the concepts, but the course as a whole remains very interesting.
MATTHIEU M.
30/10/25
5 / 5
Very good, relevant content. Very educational trainer.
CÉLINE V.
30/10/25
5 / 5
Interesting course that met my expectations thanks to the dynamic of the group and the trainer. There was a good balance between theory and practical examples.
MATHIEU N.
30/10/25
5 / 5
Very good
DELPHINE B.
02/10/25
5 / 5
mixing theory and practice
LIONEL G.
02/10/25
5 / 5
The course was well structured, with a good balance between theory and practice, and there was a rich exchange of views with the various participants.
ALICE M.
02/10/25
5 / 5
a trainer who listens, a caring approach to teaching
PAUL F.
02/10/25
5 / 5
Trainer listens and is very clear in his explanations
ADAM B.
25/09/25
5 / 5
Very relevant lessonsA very sympathetic teacher who uses metaphors and examples to illustrate her interesting experiences.
CONSTANCE A.
04/09/25
5 / 5
Thank you Soizic for your kindness, your listening skills and your experience. Now let's get practising!
OLIVIER B.
30/06/25
5 / 5
I was very satisfied with both the content and the time taken to cover it.
SARAH B.
30/06/25
4 / 5
The time allotted to the course was very short, so we had a condensed course, which was still very interesting!
PIERRE F.
19/06/25
4 / 5
A lot of subjects/themes were covered; I found that it went very (too) quickly on several subjects. It wasn't necessarily a toolbox that I was looking for, but more a tool to practice 'off the cuff' outside a professional context. There were a lot of quotes or references to authors/researchers; at first I found it interesting to have key references, but I found that it ended up 'drowning' me.
MAXIME H.
19/06/25
5 / 5
The content is very comprehensive and encourages you to explore the subjects further, and Audrey's teaching skills and energy are top-notch.
MARIE LAURE R.
05/06/25
5 / 5
Interesting training.
CORENTIN M.
05/06/25
5 / 5
Super, training and trainer who adapts to requests, lots of practical cases, thank you Nathalie.
CHRISTINE I.
05/06/25
3 / 5
For me it wasn't adapted to my personality and my expectations, too much information on the examples, too long, I often lost interest; too many situations of analysis and opinions on conflicts when I need management tools I regret not having tackled stress management and post-conflict I knew about Desc, medidation, and I hope to discover more new methods. There were some interesting workshops though.
THOMAS B.
05/06/25
3 / 5
Despite the distance learning, Nathalie did very well and the content remained interesting throughout. However, I didn't like the slide format because I didn't feel I got much out of it. I would have preferred to read the slides in advance and have a short presentation with dedicated question time. I found it hard to identify with some of the situations.
MATHILDE J.
05/06/25
4 / 5
The course was well structured, with some theory and some practice. I particularly appreciated being able to talk in small groups in specific classes. Discussions in large groups were more complicated for me.
FABRICE V.
05/06/25
5 / 5
Very interesting training. Very good trainer who was able to give me tools and tips on how to manage conflict.
NANCY H.
05/06/25
5 / 5
Top, Nathalie masters her subject and is a great teacher
CÉCILE C.
05/06/25
5 / 5
Very interesting content, in line with expectations. Our trainer, Nathalie Petit, adapted the scenarios and themes on the 2nd day to meet the specific expectations of the trainees. Thank you, Nathalie!
VALÉRIE M.
05/06/25
5 / 5
The course was very interesting and interactive, and the content was adapted on the 2nd day => much appreciated.
NTAMDEC AUDREY M.
05/06/25
5 / 5
The content has just what you need to master conflict management, it's not too heavy, but it's not empty either.
LISA D.
17/04/25
4 / 5
Very good balance, especially for distance learning. The diversity of the trainees (rich) but at the same time we don't have the same problems!
MARIE-LYNE B.
17/04/25
5 / 5
A very good experience and skills acquisition adapted to my needs. Lots of examples and practical applications of the theory. I'd like to thank our trainer Jean Sébastien again for his kindness and his desire to pass on his knowledge.
CAROLINE M.
10/04/25
5 / 5
The case studies are very inspiring, and the tools very useful.
SESSI B.
10/04/25
5 / 5
Interesting content, with a good balance between theory and practice.
MARTIN T.
10/04/25
5 / 5
The content was very relevant and adapted to the issues, with lots of examples, and she took the time to answer questions about personal situations.
JULIEN D.
10/04/25
5 / 5
A good understanding of each individual's situation. Clear and educational guidance. It was pleasant and fun when it needed to be.
2d
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