إدارة النزاعات داخل الفريق
إدارة النزاعات داخل الفريق
Walid Bergaoui
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Team Conflict Management
In any team, conflict is inevitable — and that's not bad news. Poorly handled tension destroys trust, paralyzes projects and drives talent away; the same tension, approached with method, becomes the engine of fresh ideas and stronger cohesion. This training gives you the power to make the difference: not to avoid disagreements, but to turn them into useful energy for your team.
The approach is resolutely practical and field-oriented. You first learn to read a conflict — spotting its weak signals, understanding its real causes behind appearances, and recognizing your own style in the face of tension. You then equip your communication: active listening, reframing, assertive expression, managing emotions and difficult personalities. Then you move into action with proven methods — corrective interview, mediation between colleagues, win-win negotiation — which you put into practice on real cases drawn from the daily life of Tunisian organizations.
By the end of the program, you no longer endure conflicts: you anticipate them, defuse them and bring your team out of them stronger. Each participant leaves with a ready-to-use toolkit, interview templates and a personalized action plan tailored to their context. You gain in calm, natural authority and the ability to maintain a healthy work climate — the skill that, today, sets true team leaders apart.
What you leave with
This training does not stop at concepts: it equips you to act the very next day.
A concrete toolkit — diagnostic grids, corrective interview and mediation templates, ready-to-use assertive communication scripts.
Your personal profile in the face of conflict — knowledge of your reflexes and your levers for progress to gain in impact.
A tailor-made action plan — applied to a real situation in your team, ready to be deployed.
A BSF certificate — which highlights your growth in managerial skills.
Program — 10 sessions of 1 hour
A progressive path that starts from understanding conflict, equips you in communication, moves you into active resolution through practice, then embeds a lastingly calmer team culture. Each session combines input, real cases and role-play.
Module 1 — Understanding & diagnosing conflict (sessions 1-3)
1. The mechanisms of conflict — nature, types and levels of escalation; why conflict is inevitable and how it can become constructive rather than destructive.
2. Identifying the real causes & the weak signals — distinguishing the apparent problem from the real stake (interests, values, needs) and detecting tensions before they erupt.
3. Knowing your style in the face of conflict — self-diagnosis (avoid, impose, give in, cooperate); identifying your reflexes and choosing the right posture according to the situation.
Module 2 — Communication tools (sessions 4-6)
4. Active listening & reframing — defusing through quality listening; questioning, reframing and lowering tension to restore dialogue.
5. Expressing yourself assertively — saying things without attacking or submitting; the DESC method and I-messages to voice a disagreement or a criticism.
6. Managing emotions & difficult personalities — staying calm under pressure, welcoming the other person's emotion and dealing with aggressive, evasive or manipulative profiles.
Module 3 — Resolving actively (sessions 7-9)
7. Conducting the corrective interview — preparing and conducting a difficult interview with an employee: framework, fact-based grounding, securing commitment and follow-up.
8. Mediation between colleagues — stepping in as a neutral third party in a team conflict: setting the framework, surfacing needs and guiding toward an agreement.
9. Win-win negotiation — moving past the power struggle; seeking solutions where everyone benefits and preserving the relationship over the long term.
Module 4 — Preventing & embedding (session 10)
10. Preventing conflicts & your action plan — establishing healthy operating rules, a climate of trust and a feedback culture; formalizing your personalized action plan on a real case from your team.
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