Stress and conflict management

• Recognizing the mechanisms of stress and anger in a disagreement.
• Identify the progression of a conflict and adjust your approach accordingly.
• Use listening and assertiveness to calm an exchange.

Stress and emotions

• Distinguishing between forms of stress, observing one's reactions, and understanding anger.
• Visualize the stress factor within the context of a conflict situation.
• Clarifying positive stress and negative stress.

Dynamics of the conflict

• Identify the stages of escalation, the power dynamics, and the relational roles.
• Identify the different phases of a conflict situation, from simple disagreement to physical aggression.
• Incorporate the concept of the dominant/dominated relationship.

Constructive dialogue

• Separate facts, feelings and opinions; take a step back from objections.
• Explore and apply the Karpmann triangle.
• Rescuer Phase – Victim Phase – Persecutor Phase.

Calm communication

• Practice assertiveness, empathy, active listening, and paraphrasing.
• Discover the principle of argumentation and objections.
• Clarify the concepts of facts, opinions, and feelings.

Non-verbal communication

• Adjusting gestures, distance, congruence and questioning in a tense exchange.
• Learn to communicate assertively.
• Attack, flight, manipulation, and assertiveness.

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.