This workshop will help you to handle difficult interactions at work in a more assertive, confident and constructive way.

As well as learning about the nature of conflict and why it arises you will gain a better understanding of how you react in stressful situations. You will also be given a set of tools and techniques to help you manage challenging real-life interactions with your colleagues and customers.

This course is for you if…

You would like to deal with conflict at work more effectively.


After taking this workshop you should be able to:

  • be more conscious of and better manage your own reactions in difficult situations
  • feel more confident when dealing with conflict at work
  • communicate more effectively with your colleagues and customers

Workshop Outline

The nature of conflict

  • Defining conflict
  • Understanding the root causes of conflict
  • Identifying your difficult situations and people
  • Assumptions about behaviour

Understanding how people react

  • Physical reactions in difficult situations
  • Exploring your ‘hot buttons’
  • Understanding your communication preferences

Managing conflict

  • Acknowledging diversity
  • Psychological contracts
  • Applying conflict management techniques
  • Identifying creative solutions to routine problems 

Managing yourself and others 

  • Helping others to remain calm
  • Reacting to criticism
  • Using ‘I’ statements
  • Building your resilience

Communicating in conflict situations

  • Listening frequencies
  • Showing empathy
  • Adapting your language

Course Information

Public Training Dates 2020    
February 10-11 March 23-24 May 4-5
June 22-23 July 16-17 September 17-18
October 29-30 November 26-27 December 14-15

Length: 2 days

Venue: Professional Development Centre, Toa Payoh

Course Fees: S$954.44 (including GST)