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Description

Communicating in Any Situation: Listening, Speaking Clearly and Defusing Tension

Adapting the way you communicate to the person in front of you, the channel used and the level of tension at that moment

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

The same piece of information lands perfectly well face to face and triggers a dispute when sent by message. Misunderstandings rarely come from the content itself but from the channel chosen, the timing or the tone used. Without clear reference points, everyone applies the same way of saying things everywhere.

This 14-hour programme reviews the everyday situations of working life. Participants practise active listening, direct phrasing and the handling of disagreement, both verbally and in writing. Role-play exercises are built from the cases brought by the group.

Learning objectives

  • Choose the channel suited to the nature and sensitivity of the message
  • Practise active listening through reformulation and questioning
  • Phrase a request clearly without aggression or evasion
  • Express disagreement while remaining focused on facts
  • Adapt your message to remote and written exchanges

What makes this programme different

A repertoire of ready-to-use phrases for tense situations
Role-play exercises built on the real cases described by the group
Dedicated time on messaging and video-conference exchanges

Programme

1Identifying What Carries or Blocks a Message

Channel, Timing and Intention

  • Effects of the chosen channel on how the message is received
  • Spotting filters and interpretations
  • Distinguishing between fact, opinion and feeling
  • Choosing the right moment and setting for the exchange

2Listening Before Responding

Questioning and Reformulation

  • Open questions and clarifying questions
  • Reformulating both content and feeling
  • Reading non-verbal signals
  • Silence and prompting during a discussion

3Being Understood Without Causing Offence

Requests, Refusals and Disagreement

  • Phrasing a request in three steps
  • A reasoned refusal without excessive justification
  • Expressing disagreement focused on facts
  • Handling an unpleasant remark

4Communicating Remotely and in Writing

Messaging, Video Conference and Telephone

  • Rules for writing short messages in a tense context
  • Running an exchange by video conference
  • Telephone and the absence of visual signals
  • Deciding when to switch from one channel to another

Who is it for

Employees from all departments, front-line managers and anyone dealing daily with internal or external contacts.

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.