The Conflict Management Toolkit (Managing Conflict & Difficult People)

About this course

Workshop Objective

This workshop is a practical exploration into managing all aspects of conflict. While its design has focused primarily on business situations, it teaches conflict management skills which can be used in a variety of circumstances. This program introduces participants to a number of step-by-step approaches to various aspects of conflict management and encourages students to apply the steps in a way that achieves the best outcomes.

Topics are addressed using interactive learning techniques which ensure that knowledge is transferred in an enjoyable and stimulating environment.

Who this course is for

This workshop is designed for:

  • Any individual who manages people or works as part of a team.

How this course is delivered

All workshops may be conducted onsite or at our premises, with experienced facilitators providing group and/or individual instruction. Training is provided through hands-on learning, relevant exercises and the provision of a participant handbook containing training materials, tools, templates and checklists, ready for use back in the workplace.

Our participants are also entitled to complimentary telephone consultation/advice within 60 days of workshop completion.

Tailoring & Customisation

This workshops is able to be customised to suit your requirements, using appropriate and relevant scenarios from your specific workplace/organisation

Workshop Content Summary

Understanding Conflict

  • Understanding Conflict; what it is and how we recognise it
  • Challenge vs. conflict
  • Types of conflict
  • Costs of conflict
  • Levels of conflict
  • How does conflict escalate/progress
  • Personal styles in dealing with conflict

Tools and Techniques for Managing Conflict

  • Using the “Interest-Based Relational Approach”
  • Defining the problem
  • Analysing the cause(s) of the problem/conflict
  • Setting Norms and Rules
  • Problem solving tools
  • Five steps to knowing when to ‘step in’ and when to ‘bow out’
  • Confrontational facilitation

Honing your Personal Communications Skill Set

  • Knowing yourself
  • Healthy debate or dysfunctional argument?
  • Essential communication skills
    Active listening
  • Problems in active listening
  • Qualities of an effective voice
  • Non-verbal communication
  • Steps for collaborating effectively

Dealing with Difficult People

Do we have to fight? Conflict avoidance

  • Difficult conversations vs. the learning conversation
  • Working with behavioural and communication styles
  • Confronting the situation: The benefits
  • Determining your involvement
  • Reciprocal relationships
  • The “Three F’s”
  • Managing your emotions
  • Stress management techniques
  • Applying positive self-talk: coping statements
  • Depersonalisation
  • Causes of difficult behaviour
  • The Three-Step Conflict Resolution Model
  • Negative vs. positive interactions
  • Dealing with negative feelings
  • De-stress options for when things get ugly

Course Outcomes

By the end of this workshop, participants will have the ability to:

  • Define what is meant by conflict and how to recognise it
  • Describe the nature of conflict and the distinction between a challenge and a conflict
  • Describe different types of conflict and the roots of interpersonal conflict
  • Determine the benefits, costs and levels of conflict
  • Determine personal style when dealing with conflict and articulate its benefits and drawbacks
  • Identify conflict strategies and describe their characteristics
  • Develop an awareness of the tools available and their appropriateness (often using a combination) for specific conflict situations
  • Set norms and rules to govern and manage behaviours during conflict management and problem solving
  • Appreciate when to ‘step in’ and when to ‘bow out’ of a situation where conflict exists
  • Conduct a mediation
  • Apply Active Listening skills especially applicable to mediators/the mediation process
  • Distinguish between healthy debates and dysfunctional arguments
  • Be aware of essential communication skills; verbal and nonverbal
  • Draw distinctions between difficult conversations and the learning conversation
  • Know when to walk away from conflict
  • Distinguish ‘what’s missing’ and get to the ‘heart’ of the matter
  • Understand techniques for managing emotions
  • Balance Stress Using Stress Management Techniques
  • Manage negative self-talk and apply positive self-talk
  • Apply strategies for dealing with difficult people

Facilitators of this workshop will use a case study and scenario-based delivery approach to provide participants with a ‘hands-on’, multi-faceted and challenging learning experience. It will also draw heavily upon the experiences and challenges of the individual.

Participants will be actively engaged in resolving a number of conflict scenarios consistent with a ‘learning by doing’ approach to knowledge transfer.

Course Dates


There are currently no dates scheduled. Please contact us today for future availability.



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