Course sheet · 2027 catalogueSoft skills
Managing Conflict and Disagreement
One day to understand how a conflict at work starts and escalates, and to deal with it before it paralyses a team. Managers, team leaders and HR and support staff learn to read the signals, defuse tension and run a mediation between two colleagues or two departments, working from cases they bring themselves.
Duration1 day
Request a quoteObjectives
- Identify the sources of a conflict: objectives, resources, roles, values, relationships
- Spot weak signals and the stages of escalation
- Apply de-escalation techniques in a tense exchange
- Run a mediation between two people or two teams, from preparation to agreement
- Choose between handling it yourself, proposing mediation or escalating the situation
Programme
Day 1 — morning
- Disagreement, tension, conflict: what tips one into the other
- Sources of conflict: contradictory objectives between departments, shared resources, unclear roles, values, relationships
- Signals to watch: silence in meetings, emails copying the hierarchy, absences, cliques
- Escalation and de-escalation: how a remark becomes a crisis, and how to get out of it
- Your usual way of reacting to conflict, and its effect on the team
Day 1 — afternoon (workshop)
- Defusing in the heat of the moment: lowering the tone, rephrasing, separating the person from the problem
- Five-step mediation: separate interviews, ground rules, each side's account, searching for options, written agreement
- Case studies brought by participants, worked in sub-groups
- Following up the agreement and preventing relapse
- Knowledge test and summary of the warning signs to monitor in the team
Teaching methods
- Case studies brought by participants, anonymised before the session
- Mediation role play: two parties, a mediator and an observer
- Typical cases: tension between production and maintenance, a dispute between two shift teams, disagreement between sales and logistics
- Mediation preparation sheet handed out and used in the workshop
- Delivered in French or Darija, close to the way people really talk on the floor
Assessment and documents
Knowledge test and observation of a mediation played in the workshop, with a follow-up evaluation at D+1. Numbered training certificate, verifiable online, for each participant; training report handed to the company, without details of the confidential cases brought to the session.
Bilingual materials for every participant; each classroom course comes with its digital twin on OmniLearn.
Frequently asked questions
Can we work on a real conflict in the company?
Yes, in anonymised form. Participants prepare a case before the session and the trainer checks that nobody can be identified. An open conflict between two people in the room calls for mediation, not training.
Is the course suitable for HR functions?
Yes. HR and support staff are often called in as a third party. The day gives them a structured mediation method and clarifies the limits of their role, especially when the situation involves discipline or harassment.
How does it differ from "Negotiation: Method and Practice"?
Negotiation covers an exchange where each party defends its own interests, often with a customer or supplier. This day deals with a deteriorated relationship inside the company and the manager's role as a third party.
When should a conflict be escalated rather than handled?
When it concerns safety, discipline, discrimination or harassment, or when the manager is a party to the conflict. The day helps participants recognise these cases and know whom to turn to.
Practical information
- Duration
- 1 day
- Prerequisites
- No prerequisites
- Group size
- Groups of 6 to 12 participants, in-company
- Format
- In-company, face to face on your site
- Language
- French, Darija or English; bilingual materials
- Funding
- OFPPT special training contracts (TFP), GIAC, Maroc PME: we prepare the applications with you, at no extra cost.
- Programme customisation
- Programme adapted to your procedures, your equipment and your audience
Organise this course
Price and dates on quote, depending on your headcount, your site and your preferred period.
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All courses in this fieldTrain your teams on your own site
Book a call with a consultant or request an in-company session: we adapt the programme to your procedures and your audience.