Aimed at
The course is aimed at anyone who has to work in a team.

After this course, you will be able to:

  • Identify the different types of conflict and how to deal with them
  • Conduct a good survey to understand the real causes of conflict
  • Dealing with complex conversations in conflictive environments
  • Generate the necessary participation among the parties to find workable solutions
  • Managing barriers that may arise during the process
  • Reaching effective and lasting agreements

Initially, you will learn how to manage each of the six stages that allow you to put an end to conflicts between collaborators An expert will help you to understand them in a content that does not exceed 90 minutes.

After this, you will have to deal with two cases of conflict in a work environment: one employee deliberately burdening another employee with work to destabilise him and two employees who refuse not only to collaborate at work, but also to talk to each other.

You will have to demonstrate your skills as a mediator, guide and, to a certain extent, psychologist, in order to resolve these conflicts and get things back on track.

This methodology will allow you to learn by practising, the best method to internalise knowledge.

Skills to be acquired

You will put yourself in your collaborator's situation, understanding what he/she feels and even what he/she thinks

Emotional self-control

You will be able to cope with situations of great pressure or stress

Listening skills

You will understand what your colleague is telling you, both explicitly and implicitly

Analytical skills

You will learn to analyse the causes of conflicts and find ways to solve them

Non-violent language

You will create a positive atmosphere that makes it easier for the collaborator to communicate openly


You will be able to reach agreements that are beneficial to all the parties involved

Control of the interview

You will develop all the points you set out to make in the time you have estimated

  • 1. Am I facing a conflict?
    • Identifying types of conflict
    • Styles of dealing with conflict
  • 2. Steps to follow: the process
  • 3. Preparation
    • Understanding conflict
    • The most appropriate sources of information
    • Developing a diagnosis
  • 4. Creating context
    • How to convey trust?
    • Communicating with the collaborator
  • 5. Defining the problem
    • Describing the facts
    • Gathering information
    • Handling difficult situations
    • How to make sure you have understood the other person
  • 6. The search for solutions
    • How to choose the best option
    • Controlling the decision-making process
  • 7. Managing barriers
    • Discovering and managing barriers
  • 8. Agreements
    • How to anchor the agreement
    • Knowing that this time it will be different
  • 9. Closing and commitment
    • Keys to ending the meeting without losing the positive atmosphere created

Average ratings

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Applicable to my job
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Personal ratings

Chief Accountant Transport Sector
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Very useful course.

Purchasing Manager Retail Sector
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I have not seen anything like this before. Impressive

Financial Director Insurance Sector
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The avatars look like real people. Very accomplished.