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Description

Difficult Conversations: Absorbing Tension, Stating Disagreement and Restoring Dialogue

Stay in control of the exchange when facing someone who is aggressive, withdrawn or visibly struggling

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

A client raising their voice, a colleague publicly challenging a decision, a counterpart shutting down after unwelcome news: these exchanges are rarely prepared for and play out in a matter of minutes. The instinctive reactions are well known: justifying yourself, hardening your tone, or giving in so that it stops. None of them settles the issue and all of them damage the relationship.

Two days to understand what causes tension to escalate, work on your own reactions, use wording that defuses without conceding on substance, and rebuild the relationship after a difficult exchange.

Learning objectives

  • Identify the mechanisms that cause tension to escalate in an exchange
  • Control your own reactions the moment tension appears
  • State a disagreement or a refusal without damaging the relationship
  • Conduct an exchange with an aggressive or withdrawn counterpart
  • Restore dialogue after a difficult situation

What makes this programme different

Role-play exercises built from the real cases brought by participants
Work on physical reactions and staying calm in the moment
A dedicated sequence on re-establishing contact after an exchange that went badly

Programme

1Understanding Escalation

How a discussion turns sour

  • Triggers and interpretations
  • Effects of justifying and counter-attacking
  • The role of non-verbal signals in rising tone
  • Image and territory at stake
  • Early warning signals

2Holding Your Ground

Staying available under pressure

  • Physical reactions and breathing
  • Pausing before responding
  • Identifying your own triggers
  • Maintaining posture and eye contact
  • Stepping out of an exchange that is going off track

3Naming the Issue

Speaking up without wounding and without backing down

  • Describing facts without judgement
  • Expressing a disagreement you stand behind
  • Refusing a request with clear reasoning
  • Announcing an unfavourable decision
  • Rephrasing and checking understanding

4Conducting and Repairing

Get through it, then repair

  • Receiving an aggressive counterpart
  • Engaging with a withdrawn or silent person
  • Handling a challenge in front of witnesses
  • Working towards a concrete outcome
  • Re-establishing contact afterwards

Who is it for

Anyone exposed to tense exchanges internally or with clients, service users or partners.

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.