Course : Managers, managing difficult situations
Practical course - 2d
- 14h00 - Ref. SDF
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 | Understanding the different sources of conflict and how to avoid them |
| Recognize and manage your emotions and those of the person you are talking to |
| Developing assertive and empathic communication skills |
| De-escalate and resolve conflicts using different strategies |
Intended audience
Team managers, hierarchical, hybrid or cross-functional team leaders
Prerequisites
No
Course schedule
1 Conflicts: recognizing and preventing them
- Understand the different types and levels of conflict, as well as their origins
- Understanding the different stages of a conflict
- Identify sources of conflict, being wary of perceptions and hasty conclusions
- Developing conflict prevention strategies
Compétences visées
- Group discussion: defining a conflict
- Sub-group exercises: identifying types of conflict and possible solutions
- Case study: identify conflicts and tensions in a team, identify the root causes of each conflict and propose concrete solutions to prevent or resolve these conflicts.
Activités pédagogiques
- Levels of conflict
- The stages of conflict
Outils et méthodes
2 Communicating and managing emotions in conflict situations
- Understand the principles of emotion management and emotional escalation in conflicts
- Identify the need behind each emotion
- Develop active listening techniques and an empathetic posture to understand and defuse conflicts
- Assertive communication
- Be aware of your own attitudes and behaviours in conflict and how they can be improved
Compétences visées
- Group discussion: how do emotions influence the way we react in conflict situations?
- Practical work: identifying best practices in frustration management
- Individual exercise: defining actions to meet needs assertively
- Case studies: application of the DESC method and active listening techniques
Activités pédagogiques
- DESC method
- Active listening techniques
- Plutchik's wheel of emotions (or any other self-awareness tool)
Outils et méthodes
3 Master conflict resolution techniques
- Resolving conflicts to maintain healthy, productive relationships
- Develop different conflict resolution strategies, such as negotiation and mediation
- Take into account the perspectives of your contacts to find common ground
Compétences visées
- Exercises: postural, vocal and behavioral training
- Video: listening to and analyzing the voices of great orators
Activités pédagogiques
- Theatrical techniques for voice, gaze, body language and use of space
- Negotiation and mediation techniques
Outils et méthodes
4 Adopting effective behaviors
- Distinguishing between facts, opinions and feelings
- Establish positive relations with your professional environment: active listening and empathy
- Developing assertiveness with DESC
- Identify operating systems and differences in perception between players
- Decoding non-verbal messages
Compétences visées
- Self-assessment: listening and assertiveness skills
- Exercises: distinguishing between facts, feelings and opinions
- Case studies: assertive conflict management based on real-life situations
Activités pédagogiques
- DESC method
- Assertiveness techniques
- Active listening techniques
Outils et méthodes
Customer reviews
4,4 / 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.
MYRIAM J.
11/12/25
5 / 5
I've been looking forward to this course for a long time and it's taught me a lot. I wasn't able to get 100% validation of what I'd learnt because I still have to put it into practice in a real-life situation, but this course has given me the keys I was looking for and I'm delighted. Super trainer, super group.
KATE C.
11/12/25
5 / 5
I really loved the teacher -everything was super insightful and painted clear examples of situations, where they come from and how to attempt to deal with them in the best way. It was a great mix of activities, engagement from the group and learning slides
PAULINE L.
11/12/25
5 / 5
Very interesting training, very educational trainer, I highly recommend it.
Publication date : 02/10/2025
PARTICIPANTS
Team managers, hierarchical, hybrid or cross-functional team leaders
PREREQUISITES
No
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Team managers, hierarchical, hybrid or cross-functional team leaders
PREREQUISITES
No
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Dates and locations
Last places available
Guaranteed date, in person or remotely
Guaranteed session