Conflict Management

Conflict at different levels is a constant presence in the world of work. Effective management of conflict can have a powerful and creative effect. However if ignored or managed poorly it can be disastrous for business, for the effectiveness of organisations and for staff morale, efficiency and commitment.

The Managing Conflict courses will help you manage and positively engage with conflict to make you and the people around you more effective and productive. It will help you identify potential conflicts before they fully arise and will give you the confidence to manage conflict effectively and to deal with a range of confrontational situations in the workplace and outside.

Program Objectives

By the end of the course, participants will be able to understand:

  • Causes of conflict at work
  • Stages of conflict escalation
  • Your natural response to conflict
  • Understanding others’ perceptions and expectations
  • Identifying passive, aggressive and assertive behaviour
  • Creating shared aims and vision; SMART goals
  • Identifying your own style
  • Managing difficult situations
  • Maintaining a confident state of mind
  • Structuring and controlling the conversation
  • Techniques for defusing arguments
  • Giving criticism and feedback
  • Defending and justifying your position
  • Saying ‘No’ effectively

Target Audience

The people who have the following needs should attend this course:

  • Need to deal with people you find ‘difficult’
  • Struggle with communication failures or personality clashes at work
  • Are a manager or team leader who needs to regularly obtain positive results from conflict situations
  • Are an experienced manager who needs a refresher on dealing with difficult situations


The Managing Conflict course will enable you to:

  • Enhance your understanding of human behaviour and its effect on others
  • Become aware of your own conflict resolution style
  • Develop strategies to enable you to manage conflict more effectively in the workplace
  • Turn conflict and potential conflict into a productive resource