Being able to navigate conflict and handle difficult conversations effectively is a critical workplace skill. Avoiding or mismanaging these moments can damage trust, collaboration, and performance, while addressing them with clarity and empathy builds stronger relationships and healthier team cultures.

This interactive program provides participants with the tools and techniques to approach conflict confidently and manage challenging conversations with professionalism. Through practical exercises, role-plays, and self-reflection, participants will develop the skills to resolve issues constructively and foster mutual understanding.

Understanding Conflict

• Common sources of conflict in the workplace.

• The impact of unresolved conflict on teams and performance.

• Recognising personal conflict styles and triggers.

Core Skills for Resolution

• Active listening and empathetic communication.

• Asking questions that clarify and defuse tension.

• Identifying shared interests and common ground.

• Practical exercises: reframing conflict into collaboration.

Preparing for Difficult Conversations

• Structuring conversations for clarity and respect.

• Choosing the right timing, language, and approach.

• Anticipating reactions and planning responses.

• Reflection activity: mapping out a real conversation challenge.

Handling Emotions and Resistance

• Managing your own emotional state.

• Responding to defensiveness, anger, or silence.

• Staying calm under pressure and maintaining professionalism.

• Role-plays: guided practice with peer and facilitator feedback.

Building a Positive Conflict Culture

• Encouraging openness and accountability in teams.

• Shifting from blame to problem-solving.

• Embedding conflict resolution as part of leadership practice.

Action Planning and Ongoing Development

• Reflecting on personal approaches to conflict.

• Developing strategies to apply in current workplace challenges.

• Tools and resources to continue improving confidence and effectiveness.

Key Outcomes

• Recognise the root causes and impacts of workplace conflict.

• Apply core communication skills to resolve conflict constructively.

• Plan and conduct difficult conversations with confidence and empathy.

• Manage emotions and resistance in high-pressure situations.

• Build a workplace culture that embraces healthy conflict and collaboration.

Delivery Style

• Engaging facilitation with practical exercises.

• Role-plays, group discussions, and real-life scenarios.

• Self-reflection activities and personal action planning.

Course Materials Provided

• Participant workbook.

• Conversation planning templates.

• Follow-up resources and reading list.

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