Managers at work
Managers at work

Keep Cool: skillful communication in conflict situation


Practical training in rejecting and responding to criticism, objection or insult

In your profession as a manager, do you often get into sensitive, difficult and conflicting situations of your subordinates, and you are not always sure whether you react in such a way that the situation is resolved successfully for both parties? Or are you often exposed to direct confrontation and conflict situations and want to improve communication in unpleasant situations? We will advise you on how to manage stress or tension and choose the right words. Learn to prevent conflicts and resolve them effectively.

Key themes:

  • How the tension builds and culminates
  • Five approaches to conflict resolution
  • A test of your behavior in a conflict situations
  • Training in pairs with a process and stress observer
  • Stages of potential opposition
  • Communication, communication noise and lack or excess of information
  • Perception and personalization
  • Types of negotiation in conflict (positional, principled, principled, adversarial and cooperative)
  • Triggering mechanisms of conflicts
  • Types and roles in conflict
  • Methods of conflict resolution and their characteristics
  • Use of suitable and less suitable formulations
  • How to achieve persuasiveness
Course benefits:
  • You will learn to recognize different conflict situations and appropriate ways of solving them
  • You will experience first-hand negotiations that require healthy assertive behavior
  • You will receive some good advice for handling a tense situation brilliantly
  • You will receive guidance on how to effectively and efficiently provide critical feedback

Course dates:

Starting date Place Type Course duration Language Price without VAT
17.6.2024 Prague In-Person 1 day CZ 299 EUR
23.9.2024 Prague In-Person 1 day CZ 299 EUR

The course is delivered in collaboration with company Top Vision.

If you are interested in group training or another topic, please do not hesitate to contact us at

How do we prepare courses?

Step 1

We identify your needs, help you define your training objectives and design a training concept. We work with management, client to develop the program and content.

  • Questionnaire of participant expectations.
  • Discussion with management, their expectations.
  • Mystery shopping – as needed.

Step 2

In the training we make maximum use of and combine or own experience, case studies and model situations with the experience of the participants. According to the needs we combine and choose the forms of training.

  • Workshop format.
  • Interactive training format.
  • Group coaching format.

Step 3

The success of the program is demonstrated by putting the new skills into practice. We work with management in this transformation.

  • Evaluation questionnaires.
  • Final reports.
  • Evaluation meeting with management, client.

Are you interested in a tailor-made course?

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