Conflict Management and Difficult Conversations Course
A practical conflict management course that gives you the tools to handle any business conflict with confidence and skill.
- Maximum 8 Delegates
- Two Trainers per Course
- Money Back Guarantee
Excellent - built around what I and other attendees needed, sharing useful structures and practice opportunities to help us think about conflict management in a more structured way, and give tools to work on!
This Conflict Management Course helps you with
Tailored Training
If you are looking for Conflict Management Training for a group or teams, please see our tailored conflict management skills page.
Call us: +44(0)20 7226 1877
Book this Conflict Management and Difficult Conversations Course
This course is only available as one-to-one skills training.
Please contact us to discuss further options.
If you want to book 4 or more people on to a single course, please contact us:
- Call +44(0)20 7226 1877
- Email enquiries@impactfactory.com
Location
London Training Rooms,Suite 121
Business Design Centre,
52 Upper Street,
London, N1 0QH
Running time
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This professional conflict management course combines proven theory with practical exercises in scenario-based difficult conversations designed to help you resolve conflict.
You will learn to change your approach to conflict management in business: what you do, what you say, and how you say it, helping you create positive outcomes as a manager or team leader.
Even if situations are challenging, this comprehensive conflict management course will help you to be more in charge of what happens.
Course Benefits
This Conflict Management and Difficult Conversations Course is limited to 8 delegates, ensuring personal attention to everyone on the course.
2 quality trainers per group means a total focus on you.
Conflict Management and Difficult Conversations Course
DAY ONE:
Learn to change what you do and say to create better outcomes
- Difficult Conversations
- What is Conflict For?
- Resolution
- Maintaining Relationships
- Dealing with Conflict
- Moment of Choice
- Difficult People
- What Might Happen?
- Where Are You Difficult?
- Avoidance
- Moving Forward
- Their Point of View
- Emotion vs Objectivity
- Empathy
- Avoiding Blame
- Hidden Agendas
- Difficult Messages
- Maintaining Relationships
- Diffusing Phrases
- Letting Go
Introduction To Conflict And Difficult Situations
Common conflict scenarios
What makes them difficult?
Conflict risk assessment for the likelihood of conflict
What is Conflict For?
Different types of conflict and conflict styles
Purpose of workplace conflict
Possible resolutions
Resolution
Getting to the heart of a problem
Making resolution rewarding
Maintaining Relationships
Thomas-Killman Conflict Model
- Competing
- Accommodating
- Avoiding
- Collaborating
- Compromising
Dealing with Conflict
What happens to you when faced with challenging behaviour?
When do you avoid conflict?
Handling fallout from the conflict process
Managing feelings and mental health
Moment of Choice
Defining the âmoment of choiceâ
Conflict prevention
Difficult People?
Your difficult people
Different types of challenging behaviour
What Might Happen?
Biggest fears around conflict
Why is the conversation difficult?
Effective conflict management
When Are You Difficult?
We are all someone else’s difficult person
What might they say about you?
And what actually happens between you?
What could you do differently?
Avoidance
Ways we avoid conflict
Evidence collecting
Talking to the wrong people
Being right while the other person is wrong
Letting them have it between the eyes
Moving Forward
Ways to move forward
- Figure out what’s really going on
- Deal with things as they arise
- Avoid blaming
- Build bridges
- Set clear boundaries
- Or⌠if the conversation defies conflict resolution â is walking away an option?
Their Point of View
An effective strategy for seeing conflict from someone elseâs POV
What is their positive outcome?
Emotion vs. Objectivity
Calming a situation down
Empathy
Really listen and hear ‘the other side’
Set clear boundaries
Deliver a difficult message with empathy
Avoiding Blame
Avoiding knee-jerk reactions
Creating conflict resolution without blame
Hidden Agendas
Identifying hidden agendas
‘Calling the behaviour’ without making the other person wrong
Difficult Messages
What someone does vs who they are
Delivering difficult messages
Effective communication skills
Maintaining Relationships
Maintaining positive relationships
Dealing with difficult people on a daily basis
Advantages of conflict resolution
Defusing Phrases
Effective practices for defusing conflict before it escalates
Feeding the solution, not the problem
Knowing when to leave things well alone
How Do I Let Go?
Impact of powerful feelings
Building your conflict management tool-kit
Developing crucial conflict management skills
Because of the Covid situation a lot of people had to reschedule their course date, so I ended up on a course (me in person) with just one other course-taker over ZOOM. James was amazing, he made sure we went through everything that we wanted to know. I particularly loved the role playing and the drawing on the wall đ
I am continually putting things into practice and the course has really helped with everything. I really enjoyed the conflict management course, and it was great it being a small group too â I feel we really worked well together. The delivery was great and it was amazing we could use our real-life examples and see how we could improve them. The relaxed environment made me feel at ease and the knowledge and skills shared have really boosted my confidence.Â
Great team of instructors. Very helpful course with rich content, fun and realistic exercises and with lots of tips and tools to apply.
Excellent – built around what I and other attendees needed, sharing useful structures and practice opportunities to help us think about conflict management in a more structured way, and give tools to work on.
