Course objectives
- Understand the mechanisms and causes of conflict
- Identify the different types of workplace conflict
- Recognise early warning signs and at-risk situations
- Adapt one's communication in conflict situations
- Apply conflict management and resolution techniques
Who it is for
Audience
Managers; Supervisors; HR managers; Reception staff; Staff in contact with the public; Employees exposed to situations of tension or conflict
Prerequisites
No prerequisites.
Format
Face-to-face training, in our training rooms in Jarry or directly on your premises. A combination of theoretical input and practical role-play scenarios, using the centre's training equipment. People with disabilities are invited to inform us of their adaptation needs when registering.
Lead time
Registration is possible up to 48 hours before a scheduled session, subject to availability. For a session held on your premises, allow approximately 15 days between your request and delivery.
Course content
Sequence 1 – Understanding conflict
- Definition of conflict and triggering mechanisms
- Types of conflict (interpersonal, organisational, hierarchical)
- Impact of conflict on individuals, teams and the organisation
Sequence 2 – Communication and behaviour in conflict situations
- Role of emotions and behaviour in conflict
- Appropriate communication techniques (active listening, assertiveness)
- Professional stance and self-management when faced with aggression
Sequence 3 – Preventing and managing conflict
- Spotting early warning signs and preventing conflict situations
- Conflict management and de-escalation techniques
- What to do when faced with an actual conflict or a tense situation
Teaching team
The teaching team at the Centre National de Formation et de Prévention (CNFP) is made up of expert trainers and speakers with solid field experience and a thorough command of the regulatory frameworks applicable to their areas of expertise.
CNFP speakers are selected for their technical competence, their ability to pass on operational knowledge and their understanding of the professional realities of the trainees they teach.
The teaching team is committed to an ongoing process of improving practices, monitoring regulations and adapting content in order to guarantee the quality, relevance and effectiveness of its training courses.
Monitoring and assessment
Attendance rate, participant satisfaction rate, level of achievement of the learning objectives, number of certificates issued.
Technical and teaching resources
Projected teaching materials
Case studies and role-play scenarios
Training materials given to participants
Supervised practical exercises and role plays
Certification
Assessment
Attendance sheets signed every half-day
Monitoring of participants' attendance
Assessment of learning at the end of the course
Collection of satisfaction feedback
Issue of a certificate of completion
Analysis of feedback as part of a continuous improvement approach
Certification
This course does not lead to a professional certification. A training certificate is issued upon completion.
Quality and results
New course: the first indicators specific to this course will be published after the first sessions.
Across the centre, from 30 January to 10 September 2026: 112 satisfaction reviews collected from trainees, average score of 9.30/10, with 92.9% of scores at or above 8/10; assessment pass rate of 97.3% (181 passes out of 186 trainees assessed).
These indicators are updated after each session and available on request.
Accessibility
CNFP considers every adaptation request in order to facilitate access to training for people with disabilities. A preliminary discussion makes it possible to assess needs and to consider, where possible, adapted arrangements.
Our disability lead reviews every request for adjustments: handicap@cnfp.fr
Interested in this course?
Session at your premises, dates to suit you, group size adapted.