This conflict management training prepares leaders and collaborators to understand, defuse and overcome daily professional tensions. Over two days, you work on conflict dynamics reading, non violent communication techniques, mediation between parties and prevention through team rules. A skill that changes work life quality and collective performance.
A conflict recognized early costs much less than one that settles in
For managers, HR and collaborators in French speaking Switzerland, knowing how to handle a conflict is part of expected skills. The course relies on real cases, role plays and work on your situations. Format with theory (Thomas Kilmann, NVC, mediation) and practice on the field.
Module 1: Conflict Analysis
Module 2: Self-Assessment of Conflict Attitudes
Module 3: Developing Assertiveness
Module 4: Managing Emotions and Stress
Module 5: Solution-Oriented Communication
Module 6: Mediation Practices in the Workplace
Module 7: Development of a Personal Action Plan
Conflicts are part of team life and don’t disappear with good intention. This course offers a structured approach for those who want to upskill on this sensitive subject, whether managers, HR or simple teammates concerned by an installed tension. In Geneva and Lausanne, the course welcomes profiles from international organizations, healthcare, public services and growing SMEs.
A conflict almost always has multiple roots: differences in objectives, methods, values or personalities, missing information, unbalanced load. The course details reading models (Thomas Kilmann, Glasl conflict escalation) and operational use. A reading that often clarifies a tension experienced as fuzzy.
Open conflicts are preceded by weak signals: withdrawal, irony, drier emails, cooperation drop, jokes sliding into sarcasm. The course works fine recognition and posture to open dialogue before encysting. A skill that changes a team’s trajectory.
Approaching a tension person requires method. The course details Marshall Rosenberg’s NVC, DESC model and classic pitfalls (judgment, generalization, attribution). With ready-to-use opening sentences and reformulation exercises to practice.
When conflict exceeds bilateral, third party intervention helps. The course presents simple mediation framework (preparation, session, follow up) and practices in role play. A skill useful to managers, HR and facilitators wanting to professionalize this posture without a long certification.
Best conflict management is prevention. The course offers a team rules canvas (functioning charter, regular irritants point, disagreement space) and works setup in your context. A practice that durably structures cooperation quality.
Managers, HR, team leaders, facilitators, internal mediators, key support functions intervening on interpersonal tensions. In Geneva and Lausanne, the course welcomes participants from tertiary, healthcare, international organizations and public services. No specific prerequisite.
You recognize weak signals of a building tension, you approach a conflict person with a clear method instead of improvising, you mediate simply between two teammates, and you know when to escalate. You leave with a kit (preparation template, DESC grid, mediation canvas, team charter type) and an action plan on a real situation.
At ITTA centers in Geneva and Lausanne, this course runs over two days with a mediator or professional relations expert. Format with concise theory, filmed role plays (with agreement), situation and personalized debrief. Each participant arrives with a real situation to prepare or debrief. Format alternates short framework inputs, intensive role plays based on real cases, peer feedback and trainer-personalized debrief. Beyond the course, you keep a preparation canvas, a mediation framework and a personal action plan calibrated on a real situation in your team.
A tension between two experts that hampers a project and is no longer addressed. An intermediate manager caught between two hierarchical fires. A team functioning in silos with increasingly dry relationships. The course addresses these three situations working on reading, defusing and mediation tools from cases brought by participants.
This course combines particularly well with difficult conversation (course 14362) for high-stakes bilateral exchanges, team management (course 14367) for prevention through collective rules, and managerial emotional intelligence (course 14363) for the emotional dimension. Many managers enroll in one of these courses.
Unmanaged conflicts cost more than the conflict itself: turnover, sick leave, lost productivity, deteriorated team climate. The course briefly maps these costs to legitimize early intervention, often the cheapest in absolute terms.
Conflicts left unaddressed do not stabilize, they escalate. The cost compounds across weeks: lower productivity, deteriorated team climate, sometimes departure of key contributors. Intervening early, even imperfectly, is almost always cheaper than waiting for the perfect moment that rarely comes. Beyond visible escalations, the indirect cost on retention and engagement is documented in HR research and rarely reflected in formal incident reports. The course gives you the structure to act sooner.
Does it train certified mediators?
No, it is practical for managers, HR and collaborators. To become certified mediator, complementary certified path needed.
External client or partner conflicts?
Principles still valid. The course adapts examples if needed to integrate the external dimension.
Are exchanges confidential?
Yes, group confidentiality is announced and held.
Does it integrate remote conflicts?
Yes, telework specifics (less visible signals, written misunderstandings, isolation) are integrated in exercises.
Need to be hierarchical?
No. The course also addresses peers concerned by a team tension wanting to defuse rather than endure.
And if tension involves my own superior?
The case is integrated in a dedicated sequence. The course addresses asymmetric hierarchy conversations with adapted techniques.
What follows?
For more, ITTA proposes courses on difficult conversation, team management and non verbal communication.
Is the course adapted to multicultural teams?
Yes, the Geneva and Lausanne international context is integrated. Cultural differences in conflict expression and resolution are addressed, with specific tools for cross-cultural mediation.
What if the conflict is between me and my N+1?
The case is integrated in a dedicated sequence, with adapted techniques for asymmetric hierarchy conversations and structured HR escalation if needed.
Where do sessions take place?
ITTA has three centers: in Geneva (Carouge, Route des Jeunes 35), in Lausanne at the Flon (Rue des Côtes de Montbenon 16) and at Lausanne Mon-Repos (Avenue de Mon-repos 24). The training is also available in virtual classroom.
Monday to Friday
8:30 AM to 6:00 PM
Tel. 058 307 73 00
ITTA
Route des jeunes 35
1227 Carouge, Suisse
Monday to Friday, from 8:30 am to 06:00 pm.
