Navigating Conflict Management Course
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Managers Need Practical Tools to Recognise, Discuss and Resolve Workplace Conflict.
Workplace conflict is close to universal, 85 percent of employees experience it, and the well-documented CPP Inc. cost study puts the toll at 2.8 hours per employee per week, roughly 359 billion dollars in paid hours across US businesses annually. The genuinely encouraging finding: of employees who do receive real conflict management training, 95 percent say it helped them navigate disputes constructively. This course closes that exact training gap.
Professionals without structured conflict management training often experience:
- Avoiding necessary difficult conversations until small disagreements become entrenched, serious problems
- Reacting emotionally in the moment rather than staying composed enough to actually resolve anything
- Mediating a dispute between others without a real structure, so the same tension resurfaces later
- Struggling to separate the actual issue from personality clashes and ego, the single most common root cause
- Letting unresolved tension quietly damage team trust, morale, and collaboration over time
This course builds the specific, practical conflict resolution skills that close the gap between how common workplace conflict is and how rarely people are actually trained to handle it.
Who Should Attend
Managers and Team Leaders
Regularly mediating disputes between team members and needing a genuine structure, not just instinct.
HR Professionals
Handling formal and informal workplace conflicts across the organisation.
Sales and Client-Facing Staff
Managing disagreements and tension with customers or clients directly.
Project Managers
Navigating stakeholder tensions and competing priorities across project teams.
Early-Career Professionals
Building conflict management as a genuine leadership skill early in their career.
Anyone Who Wants Calmer, More Constructive Workplace Relationships
Rather than avoidance or unresolved tension.
What You Will Leave With
Practical conflict resolution skill, built through realistic practice, not theory alone.
Programme Curriculum
Why this module matters: Effective conflict resolution starts with genuinely understanding what's actually driving a dispute, personality clashes account for roughly half of all workplace conflict, not what it appears to be on the surface. This module builds that diagnostic clarity, then the core communication skills every resolution approach depends on.
- Types and sources of workplace conflict, and why personality and ego clashes are the single most common root cause
- The real impact of unresolved conflict on individuals, teams, and organisational performance
- Conflict resolution styles: understanding your own default approach and its limitations
- Active listening techniques that uncover the real issue underneath the surface disagreement
- Assertive communication: expressing your position clearly without escalating tension
- Framing issues neutrally so a conversation stays productive rather than defensive
Why this module matters: Understanding a conflict is only useful once it translates into an actual resolution, and that requires both a structured process and the emotional composure to apply it under real pressure. This module builds both directly.
- Mediation and facilitation methods for resolving disputes between others
- Negotiation skills applied specifically to conflict resolution and finding genuinely workable outcomes
- Collaborative problem-solving: moving from positions to underlying interests
- De-escalating a tense situation in real time
- Emotional intelligence in conflict: managing your own reactions and reading others' emotional triggers
- Role-play practice: realistic conflict scenarios with facilitator feedback
Why this module matters: Many conflicts escalate specifically because a difficult conversation gets avoided until it's unavoidable. This module builds the structure for having that conversation earlier and more constructively, then addresses the proactive habits that reduce how often conflict arises in the first place.
- Structuring a genuinely difficult conversation from opening to resolution
- Addressing sensitive issues directly without unnecessary confrontation
- Managing resistance and defensiveness from the other party
- Following up after a difficult conversation so the resolution actually holds
- Conflict prevention: building team norms, clear expectations, and communication habits that reduce friction proactively
- Capstone practicum: a full simulated conflict resolution from start to finish, with group feedback
Common Questions
Is this course focused on managing your own conflicts, or mediating between others?
Both. The course covers direct communication skills for your own disputes and dedicated mediation and facilitation techniques for resolving conflict between other people, since most professionals need both skill sets.
Will we actually practise resolving a conflict, or is this mostly theory?
The course is built around realistic role-play throughout, closing with a full simulated conflict resolution scenario in the final module, since this skill only becomes real through practice under pressure, not by reading about it.
Does the course address preventing conflict, or only resolving it after it happens?
Both. The third module specifically covers proactive team norms and communication habits that reduce how often conflict arises in the first place, alongside the resolution skills for when it does.
Avoiding a Difficult Conversation Doesn't Make the Conflict Disappear.
Join professionals who've built the practical skills to navigate workplace conflict constructively, turning disputes into resolved, stronger working relationships.
📅 Upcoming Schedules — View dates and locations ▾
We run this course as a private programme for organisations. Bespoke dates, tailored content, group pricing.
Every course starts with a needs assessment and includes structured follow-up at three points after it ends.
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