Managing Stress in the Workplace
Understand conflict situations, adapt your communication style, and defuse tensions calmly and professionally.…
Introduction
Une formation tournée vers les métiers du tourisme d'aujourd'hui et de demain
Tensions and disagreements are a part of professional life. When mishandled, they can strain relationships, disrupt teamwork, and compromise service quality.
This training course helps you better understand conflict situations, adapt your communication style, and adopt the right attitudes to prevent or defuse tensions. Through a practical approach, you’ll develop your ability to respond calmly and professionally.
Target Audience
Employees, job seekers, recent graduates, and individuals undergoing career transition. Particularly suited for customer-facing professionals, team leaders, and those who must handle sensitive interactions.
Teaching Methods and Resources
Active and participatory approach: theoretical concepts, sharing of experiences, case studies, and role-playing exercises. Role-playing exercises focus on handling complaints, difficult conversations, and de-escalation. Training materials, group exercises, and personalized guidance.
Assessment of Learning Outcomes
Initial assessment, followed by questionnaires, discussions, and role-playing scenarios focusing on communication, managing disagreements, and preventing aggressive behavior. Final role-playing scenario and personalized feedback.
Registration Procedures and Access Timeline
Registration is completed via the “Registration” tab on the website. Access is typically granted within 15 to 20 days, subject to session availability.
Accessibility
Participants with disabilities are encouraged to indicate their needs during registration. Disability Coordinator: Mr. Nassim OUKACI – nassim.oukaci@academy.honest-inn.com
Objectives & prerequisites
Operational objectives of the course
By the end of the course, participants will be able to:
- Identify the main causes of tension and the warning signs of a conflict
- Adapting Your Verbal and Nonverbal Communication to Challenging Situations
- Use active listening and paraphrasing to facilitate dialogue
- Managing Emotional Reactions and Maintaining a Professional Attitude in Stressful Situations
- Handle a complaint or disagreement by seeking an appropriate solution
- Use de-escalation techniques when dealing with an aggressive person
- Adopt the right prevention and safety habits in the event of a threatening situation
Detailed Programme (Modules)
Un conflit apparaît rarement sans signes précurseurs. Apprenez à identifier les situations susceptibles de générer des tensions, à comprendre les mécanismes d'un désaccord et à reconnaître les comportements qui peuvent aggraver une situation.
Découvrez comment utiliser l'écoute active, la reformulation et une communication adaptée pour mieux comprendre votre interlocuteur, clarifier les désaccords et maintenir un échange constructif.
Apprenez à prendre du recul, à gérer vos émotions et à adopter une attitude calme et affirmée, sans vous laisser entraîner dans une confrontation.
Apprenez à analyser une réclamation, à identifier les attentes réelles de votre interlocuteur et à rechercher une solution acceptable. Les mises en pratique s'appuient sur des situations rencontrées avec des clients, des collègues ou au sein d'une équipe.
Découvrez comment reconnaître les signes d'agressivité, adapter votre attitude et utiliser des techniques de communication visant à réduire la tension, tout en sachant reconnaître les limites du dialogue.
Apprenez à repérer les comportements préoccupants, à maintenir une distance de sécurité et à solliciter les relais appropriés, en privilégiant la protection des personnes plutôt que la confrontation.
Why Choose Honest Inn Academy?
Accredited programmes
International recognition
Experiential learning
Immersive teaching
Professional network
Prestigious partnerships
Personalised support
From admission to integration