Conflict Management
Background and Objective
Warranty First approached Impact Factory to deliver a one-day conflict management course for a cross-functional group of managers and team leaders. The aim was to equip participants with the tools and confidence to manage conflict more effectively, reducing stress, strengthening communication, and preserving trust in the process. Implementing effective conflict management strategies was a central theme throughout.
The session focused on helping individuals reframe conflict as a natural and even constructive part of working life, rooted in differences of perspective rather than personal incompatibility. Conflict management was emphasised as an essential skill for achieving harmonious working relationships.
Programme Overview
Delivered by two of our senior facilitators, this one-day course combined interactive exercises, group discussion, personal reflection, and practical coaching. It provided space for participants to explore live challenges, test new approaches, and build a toolkit they could apply immediately for conflict management.
Key elements included:
- Pre-course reflection: identifying personal conflict patterns and preparing real scenarios to bring to the session
- Theory and mindset shifts around the nature of conflict
- Practical tools for self-awareness, communication, and feedback
- Live application of techniques through structured roleplay and group coaching
The learning environment was designed to be engaging, psychologically safe, and energising -encouraging people to try things out and support each other as they experimented with new ideas.
Key Content
Participants explored the internal and external dynamics of conflict, developing strategies for handling them with clarity and calm through effective conflict management:
- Always, Sometimes, Never – exploring diverse styles and mindsets
- Draw Your Conflict – surfacing personal responses and emotional triggers
- Moment of Choice – building awareness of the critical pause before reaction
- Active Listening – experimenting with attention, empathy, and subtext
- Feedback Models – using different feedback models to structure difficult conversations effectively
Desired Outcomes
- Increased self-awareness in conflict situations
- Practical tools to de-escalate tension and manage emotional responses
- A deeper understanding of how to listen with empathy and influence outcomes
- Frameworks for delivering feedback that is both direct and relationship-preserving
- Confidence to reframe conflict as a necessary and valuable part of working together through effective conflict management
See What We Can Do For You
If you like what you’ve seen and would like to know more please contact our team.
Working with Warranty First on their Conflict Management session was an absolute pleasure. As trainers, we truly appreciated the group’s openness, focused energy, and genuine willingness to explore new approaches. It was clear that everyone came ready to engage thoughtfully, and that made the experience both dynamic and rewarding.
We were especially impressed by the team’s ability to reflect on the material and consider how it applies to real-world situations. We hope the session offered not only useful tools but also sparked meaningful insights into how to navigate conflict more effectively.
