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Description

Difficult Situations: Staying Calm, Setting Boundaries and Closing the Conversation

Three hours to stay composed with a tense counterpart and regain control of the conversation

  • 0.43 days — 3 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

A client raising their voice. A colleague publicly challenging a decision. An unwelcome message to deliver. Such moments remain rare, but they leave a mark. Under pressure, two reflexes dominate: responding in the same register, or giving way simply to end the exchange. Both leave lasting damage to the relationship.

This 3-hour module offers a conversation structure that holds up under pressure. Participants learn to acknowledge emotional intensity without fuelling it, then to bring the exchange back to the facts. They practise on situations drawn from their own work, and prepare a clear close to the conversation as well as a recovery routine.

Learning objectives

  • Identify the signs that tension is building in a counterpart
  • Acknowledge emotional intensity without entering into confrontation
  • Bring a tense exchange back to verifiable facts
  • Set a firm boundary without damaging the professional relationship
  • Close a tense conversation with a precise commitment

What makes this programme different

Role-play exercises built from cases brought by the group
A conversation framework that works under pressure and is tested in session
Dedicated time on recovering after a difficult exchange

Programme

1Reading Rising Tension

Understanding what is at play

  • Verbal and non-verbal signs that tension is building
  • Distinguishing the stated request from the emotion accompanying it
  • The effect of your own reactions on escalation
  • Identifying your personal triggers

2Leading the Exchange

Acknowledge, reframe and decide

  • Acknowledging what the other person is experiencing
  • Returning to facts and verifiable evidence
  • Setting a boundary on unacceptable behaviour
  • Formulating a solution or a dated commitment

3Bringing the Situation to a Close

Close and recover

  • Ending the conversation on a point of agreement
  • Putting what was agreed in writing
  • A short recovery practice after the exchange
  • Escalating situations that fall outside your remit

Who is it for

Professionals in contact with clients, service users or teams and exposed to tense exchanges.

Prerequisites

No prerequisites

Dates & locations

12 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.