Managing difficult situations

• Identify the signs that foreshadow a relationship crisis.
• Understanding one's own role in the evolution of a dispute.
• Construct a firm, clear, and calming response.

Sources of the difficulties

• Identify triggers, interlocutor profiles and personal reactions.
• Identify the different sources of a conflict.
• Visualize the sources of a face-to-face conflict.

Evolution of a conflict

• Understanding the stages of tension and the expectations of each party.
• Identify the stages of a conflict and how it works.
• Explore the position and mechanisms of each party in a conflict context.

Sensitive requests

• Listen, ask questions, rephrase, and then argue in response to objections.
• Coping with aggression: taking action on one's emotional control.
• Putting assertiveness and confrontational dynamics into practice.

Long-term relationship

• Express your ideas kindly and establish rules of conduct.
• Capitalize on the principle of benevolent communication.
• Learning to express one's ideas and accepting criticism in order to develop a positive relationship.

Phone specifications

• Adapting de-escalation techniques to remote communication.
• The 12 techniques for managing telephone harassment.
• Applying the acquired methods to the specific characteristics of the telephone.

Practical application and feedback

• To work on a situation close to the participants' real-world experience.
• Compare several responses and observe their effects in an exchange or incident.
• Develop reflexes adapted to one's professional context.

Prior self-assessment and assessment of acquired skills at the end of training.