Conflict resolution Training

Practical framework for managing conflict in the workplace

Duration

HALF OR FULL DAY

Location

ON-SITE OR ONLINE

Group Size

UP TO 100

Certification

CERTIFICATE OF PARTICIPATION

Download Course Outline

OVERVIEW

Conflict is one of the most challenging parts of work and yet most people aren’t taught how to deal with it effectively. 

When conflict isn’t managed well, it can escalate and spread. Ongoing conflict causes stress, wastes time, creates tension and distracts from what is really important.

This workshop provides a comprehensive set of tools that can be used to resolve conflict early and prevent things from escalating. Whether you are in solved in a conflict yourself or helping to resolve conflict between others this course will help you feel calm and confident as you respond rather than react. 

Completing this workshop will help you:

  • Develop practical, hands-on skills to handle conflict effectively and efficiently

  • Gain the confidence to make decisions involving disputes with colleagues, customers, contractors, or other stakeholders

  • Improve workplace communication and team engagement

  • Enhance your team's conflict resolution skills

  • Support others around you to deal with conflict without getting sucked in to 'rescuer' mode

  • Develop strategies for holding on to boundaries

Who is the course for?

  • Managers and leaders

  • Customer service staff

  • Staff who deal with clients and customers

  • People responding to complaints or delivering bad news

  • Professionals wanting to gain confidence dealing with strong emotions and difficult personalities

Course Format

  • 4 hour training workshop, including case study activities

  • Interactive and discussion-based

  • On-site or online options available 

  • Includes handouts and resources, including links to online resources and books for further learning

MODULES

  • Understand how to analyse a conflict to clarify which factors are contributing to the situation and begin to develop options for responding.

  • It’s easy to get sucked in to conflict and strong emotions have a tendency of replicating themselves. 

    Learn to protect yourself from the negative impacts of conflict and remain rational and logical even when conflict starts to heat up. 

  • Recognise the fight or flight response and learn how to help someone calm down and re-engage their ‘rational brain’.

  • How to use a brief-informative-friendly-firm approach to contain conversations and interactions. 

  • Find the middle ground between silence and violence. Many people stumble into passive or aggressive ways of deal with conflict. Learn the essential elements of respectfully assertive communication. 

  • Learn to demonstrate empathy (not sympathy). Feel more confident ‘holding the line’ where needed and avoid getting sucked in to a situation. 

Participant Feedback

  • Flora

    Manager

    "I'm going to go and have a few tough conversations right now!"

  • John

    CEO

    Probably the best training workshops I've been to in 10 years.

  • Team Leader

    Glen

    "I feel like I can create a bit more distance between what the other person says so it doesn't 'flip my lid'"

  • Terry

    Sales

    "Definitely feeling more confident raising issues and calling out bad behaviour"

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