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Description

Conflict Management: Analysing the Situation, Leading the Conversation and Restoring Cooperation

Two days to address an entrenched disagreement instead of avoiding it until it becomes unmanageable

  • 2 days — 14 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

A file stuck in limbo, two departments that no longer speak to each other, a team member who challenges every decision: workplace conflicts often take root because no one knows where to begin. Time passes, positions harden and the cost to the team rises.

This 14-hour programme provides a method for analysis and resolution. Participants learn to qualify a conflict, to distinguish stated positions from underlying needs, to lead a resolution conversation and to step in as a third party between two people. The situations worked on are those brought by the group.

Learning objectives

  • Qualify the nature and stage of escalation of a conflict
  • Distinguish stated positions from the parties' real needs
  • Select a resolution strategy suited to the situation
  • Lead a resolution conversation following the key steps
  • Step in as a third party between two people in disagreement
  • Formalise an agreement and organise its follow-up

What makes this programme different

An analysis grid completed on a conflict that is genuinely ongoing
Resolution conversations filmed and then reviewed with the group
A written agreement drafted and tested on each participant's own situation

Programme

1Analysing the conflict

Understand before intervening

  • Signals indicating that a working relationship is deteriorating
  • Distinguishing technical disagreement, relational tension and open conflict
  • Identifying direct and indirect stakeholders
  • Effects of the conflict on operations and on the team

2Distinguishing positions from needs

What is said and what is at stake

  • Gap between the stated request and the underlying need
  • Questions that bring the real issues to the surface
  • Identifying each party's non-negotiable points
  • Looking for possible areas of agreement

3Leading the resolution conversation

Running the discussion from start to finish

  • Preparing and framing the conversation
  • Expressing disagreement without attacking the person
  • Handling objections and aggressive remarks
  • Formulating a verifiable agreement

4Acting as a third party and consolidating

After the agreement

  • The third party's stance between two people in disagreement
  • Ground rules set at the start of the meeting
  • Following up the agreement in the weeks that follow
  • Dealing with relapses and agreements that are not honoured

Who is it for

Managers, project leaders and team supervisors, as well as anyone facing recurring disagreements with colleagues or external counterparts.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.