Conflict is a natural part of any workplace, but how it’s managed can make the difference between a thriving, collaborative team and one that struggles with stress, disengagement, and lost productivity. The Managing Conflict Workshop is designed for teams who want to handle conflict more effectively—whether with customers or colleagues. This engaging, practical course equips participants with the knowledge, self-awareness, and actionable tools to address conflict constructively, reduce its financial and human costs, and build stronger, more resilient working relationships.
What Will I Learn?
- Recognise the hidden and visible costs of workplace conflict, including its impact on productivity, wellbeing, and team dynamics.
- Distinguish between healthy and unhealthy conflict and understand the different types of workplace conflict.
- Identify common causes of conflict, such as communication breakdowns, personality differences, and resource pressures.
- Reflect on your own conflict style and emotional triggers.
- Apply practical tools to manage emotions and de-escalate tense situations.
- Restore psychological safety and rebuild trust within teams.
- Use body language and tone effectively to support constructive conversations.
- Structure difficult conversations using proven frameworks like SBI (Situation–Behaviour–Impact) and CREDS.
- Develop a personal action plan to apply new skills in real workplace scenarios.
Topics Covered:
- The cost of conflict
- Defining conflict: healthy vs unhealthy; types of workplace conflict (task, relationship, process, values)
- Causes of conflict: communication, personality, resources, expectations, working styles
- The cycle of conflict and behaviours that escalate or de-escalate situations
- Managing emotions: triggers, self-regulation, and practical tools
- Restoring psychological safety and trust; creating a Team Conflict Charter
- The role of body language and tone in conflict resolution
- Practical frameworks for conflict conversations: SBI and CREDS
- Action planning, individual and group reflections, and commitment to change
