Prevent and Manage Conflict at work

Do conflicts paralyse you?  Detecting a potentially conflictual situation and intervening effectively by adopting a structured approach to resolving a conflict is a developing skill. Take the bull by the horns...and develop your conflict management skills!

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  • Duration: 1 day
  • Regular price: $485
  • Preferential price: $415

Course outline

Public concerné





  • Identify the challenges and prevention tactics in conflict management
  • Clarify roles and responsibilities in conflict situations
  • Analyze the source and different phases of a conflict
  • Detect personality differences
  • Utilize an intervention model in any conflict situation
  • Facilitate dialogue by utilizing goal-oriented communication


  • Definition of a conflict
  • Identifying the different sources of a conflict
  • The communication process model
  • Harassment
  • Contributing factors and phases of a conflict
Conflict management
  • Conflict management styles
  • Providing effective solutions through communication
  • Understanding the conflict management process
Mediation or proper negotiation
  • The mediation process of a conflict
  • The five-step intervention process
  • Identifying the required conditions for success
Difficult personalities
  • What is callous behaviour?
  • What is a difficult person?
  • Name different types of difficult personalities.

Surround yourself with the best

Kathleen Sears
Kathleen Sears
Trainer, Coach, Leadership Consultant
A trainer, coach, and senior consultant for over 20 years, Kathleen Sears has solid experience in the implementation and delivery of training programs and as a training and organizational development coach. As a bilingual trainer at AFI Expertise, she has trained several thousand people primarily in management skills development, leadership, communication, and customer service.
Manon Blondin
Manon Blondin
Passionate and dynamic, Manon Blondin works as a consultant in the field of management and change through coaching, training, conferences, strategic consulting and communication. She is a member of the Order of Chartered Human Resources Advisors (CRHA) and the International Federation of COaches of Quebec (ICF), where she obtained her PCC certification.
Michel Drolet
Michel Drolet
Executive VP and Strategic Management Advisor
Backed by solid experience in industry, Michel is what you would call a high-level strategic consultant.
Natacha Viens
Natacha Viens
Coach, Consultant and Leadership Trainer
As a highly qualified and dynamic trainer, speaker, coach and leader, Natacha has spent more than 25 years facilitating workshops and meetings. In addition to a Master’s degree in Education and Training Management, she holds a Bachelor’s degree in Industrial Relations. She is a member of Quebec’s Ordre des conseillers en ressources humaines agréés (Chartered Professionals in Human Resources) and of the International Coach Federation (ICF). She also holds multiple certifications including SuccessFinder, NOVA Profile, AtmanCo, DiSC and MBTI®. As the Chief Learning and Development Wizard at Edgenda, she leads a variety of bilingual leadership and team development mandates.
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Training center accredited by Emploi-Québec, Accreditation : 0051460
GST : 141582528 – QST : 1019557738
© 2023 AFI
AFI Expertise

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