This workshop is SkillsFuture credit approved and can be delivered face-to-face or online. 


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

Why choose us?

Find out why you should choose us and how we deliver our workshops face-to-face or online

Face-to-face workshop schedule

Face-to-face Public Training Dates 2020/2021  
22-23 June 16-17 July 17-18 September
29-30 October 26-27 November 14-15 December
1-2 March    

Online Workshop

Handling Difficult Colleagues and Customers (Online)
1-4 December 

*Two sessions per day at 9.00-10.30 and 11.00-12.30