Easing Relationships, Managing Conflicts
Effectively defuse tensions and transform disagreements into opportunities for shared progress.
They trust us to train their teams
Why learn to manage conflicts?
Conflicts are part of professional life. Poorly managed, they deteriorate relationships and performance. Well managed, they can become opportunities for progress and strengthening bonds.
Recognize and soothe stress
Identify verbal and non-verbal stress signals in your interlocutor. Understand their causes to adjust your posture and use listening, breathing and rephrasing to soothe the relationship.
Balance power dynamics
Identify implicit power dynamics in the relationship. Restore balance through recognition and cooperation to create a climate of trust conducive to constructive exchange.
Transform disagreements into opportunities
Explore collaborative approaches to conflict resolution. Favor co-construction over confrontation and transform tensions into shared progress.
Learning Objectives
At the end of this training, you will be able to:
- Identify verbal and non-verbal signals of stress and tensions
- Use soothing techniques: listening, rephrasing, breathing
- Spot and balance power dynamics in the relationship
- Distinguish and use empathy, emotions and assertiveness appropriately
- Apply collaborative conflict resolution techniques
Target Audience
This training is for: Managers, Sales professionals, and any professional facing tense situations
Program
Before the Training
- Complete a self-assessment on your conflict management
- Bring concrete examples of conflicts experienced
During the Training
Stress: recognize and soothe it in your interlocutor
- Identify verbal and non-verbal stress signals
- Understand its causes to adjust your posture and speech
- Use listening, breathing and rephrasing to soothe the relationship
Power dynamics: detect and soften them
- Identify implicit power dynamics in the relationship
- Restore balance through recognition and cooperation
- Create a climate of trust conducive to constructive exchange
Empathy, emotions and assertiveness: distinguish them to use them appropriately
- Know when to listen, feel or assert yourself
- Adjust your attitude to preserve the relationship and achieve the objective
- Find the right balance between kindness and high standards
Innovative relational techniques
- Explore collaborative approaches to conflict resolution
- Favor co-construction over confrontation
- Transform disagreements into opportunities for shared progress
Relational agility to gain empathy and assertiveness
- Adapt your communication according to profiles and situations
- Develop flexibility and accuracy in the relationship
Teaching Methods
- Theoretical and methodological contributions
- Practical exercises and role-plays
- Work on your real cases
- Personalized feedback from the trainer
The specialist in sales and customer relations for 20 years
100+ programs designed by our instructional engineers and led by 40 field specialists.
Frequently Asked Questions
How do you recognize the signs of an emerging conflict?
Warning signs include verbal and non-verbal tensions, perceptible stress in the interlocutor, implicit power dynamics and defensive reactions. This training teaches you to detect them and intervene before escalation.
Who is this conflict management training for?
This training is for managers and sales professionals who want to better handle tense situations, defuse conflicts and transform disagreements into opportunities for constructive dialogue.
What techniques are taught to defuse a conflict?
You will learn listening and rephrasing techniques, stress management in the interlocutor, balancing power dynamics, assertiveness, and collaborative approaches to conflict resolution.
How do you find the right balance between empathy and firmness?
The training teaches you to distinguish empathy, emotions and assertiveness to use them appropriately. You will know when to listen, when to assert yourself, and how to find the right balance between kindness and high standards.
Is this training eligible for OPCO funding?
Yes, KESTIO is Qualiopi certified. This quality certification enables funding of our training programs by OPCO. Contact us to get a personalized quote and coverage terms.
Request a Quote
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Contact us directly
Our team is available to answer all your questions about this training.
Hours: Monday - Friday, 9am - 6pm (CET)