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Description

Conflict Management: Detecting, Defusing and Restoring Cooperation

Intervening in team tensions at the right moment and with a method, rather than waiting for things to settle on their own

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

A technical disagreement turns into a settling of scores. Two team members stop speaking to each other and the rest of the team eventually takes sides. Managers often hope the situation will resolve itself, then step in once positions have hardened and the original issue has disappeared from view.

These two days focus on interpersonal conflict within a team. Participants learn to identify the stages of escalation, then to conduct a one-to-one meeting with each party and facilitate a resolution meeting. Managing repeated individual behaviours is covered in a separate programme.

Learning objectives

  • Distinguish a work disagreement from an entrenched relational conflict
  • Identify the stage of escalation in a tense situation
  • Conduct a one-to-one meeting with each of the parties
  • Facilitate a resolution meeting between two team members
  • Formalise a working agreement and ensure follow-up

What makes this programme different

Diagnostic frameworks applied to situations brought by participants
A full resolution meeting conducted entirely as a role-play
Work on the manager's own wording that fuels escalation

Programme

1Understanding how conflict works

From disagreement to breakdown of the relationship

  • Common causes of tension within a team
  • The stages of escalation and the signals specific to each
  • The effects of conflict on the wider team
  • The consequences of prolonged non-intervention

2Choosing your mode of intervention

When to intervene and in what capacity

  • Assessing what calls for arbitration and what calls for mediation
  • Identifying situations that go beyond the manager's role
  • Preparing your intervention and your positioning
  • Announcing the approach to the people concerned

3Conducting the one-to-one meetings

Hearing each party without taking sides

  • Gathering the facts by separating the event from the interpretation
  • Drawing out the needs hidden behind stated positions
  • Remaining neutral when asked to form an alliance
  • Preparing each person for the joint meeting

4Facilitating resolution and following up on the agreement

Rebuilding a working relationship

  • Setting the framework and ground rules for the meeting
  • Having each side express concrete requests
  • Building a working agreement that can be verified
  • Organising follow-up and handling a relapse

Who is it for

Front-line managers and team leaders dealing with tensions between team members.

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.