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Dealing With Conflict & Difficult People – Conflict Resolution Training

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Course Overview

Dealing with Conflict

Dealing With Conflict & Difficult People is practical conflict resolution training designed to help managers and employees handle workplace conflict, difficult behaviour and challenging interpersonal situations more effectively. Participants learn how to recognise the causes of conflict, understand different responses to conflict and approach difficult situations with greater confidence.

The course explores why people behave and communicate differently, how emotions and communication styles can contribute to workplace tension, and how to respond constructively when conflict arises. Participants learn practical techniques for managing aggressive or challenging behaviour, communicating more effectively and working towards positive resolutions.

Rather than avoiding difficult conversations or allowing conflict to escalate, participants develop a structured approach for addressing problems and resolving disagreements professionally.

Dealing With Conflict & Difficult People – Conflict Resolution Training is suitable for managers, team leaders and employees who want practical strategies for managing workplace conflict, difficult behaviour and challenging conversations.

Key Learning Outcomes

By the end of this conflict resolution training, participants will be able to:

  • Recognise common causes and early signs of workplace conflict.
  • Understand how different personalities, behaviours and communication styles can contribute to conflict.
  • Identify their own preferred approach to handling conflict.
  • Respond more effectively to difficult, aggressive or challenging behaviour.
  • Manage emotional reactions and remain professional during difficult situations.
  • Use effective communication techniques to reduce tension and misunderstanding.
  • Address disagreements before they escalate into more serious workplace conflict.
  • Apply a structured approach to resolving conflict and difficult situations.
  • Handle challenging conversations with greater confidence.
  • Work towards practical, constructive outcomes while maintaining professional relationships.
Conflict resolution training infographic showing practical steps for managing workplace conflict and difficult people

Training Outline

This practical conflict resolution training explores the causes of workplace conflict, different responses to difficult behaviour and effective strategies for resolving challenging situations. Participants learn practical communication techniques and a structured approach for managing conflict professionally and working towards constructive outcomes.

Morning Session
  • What are your examples of conflict situations at work?
  • What is ‘unacceptable’, ‘difficult behaviour’ and ‘conflict’?
  • What are people who are in conflict really wanting from you?
  • Why should you care about solving tough communication and conflicts with others? And what are the payoffs?
  • What causes people to be difficult (at times), or for conflict to arise, increase or continue?
  • Are all conflict or disagreements necessarily bad? When might conflict be beneficial or helpful?
  • The Thomas-Kilmann conflict instrument and debrief.
  • Understanding your preferred conflict management style.
Afternoon Session
  • The 5 stages of a conflict. How conflict often starts and how it can get out of control?
  • How we communicate. The four communication styles.
  • Will you accept the “gift”?
  • Taking a proactive approach.
  • STEP 1: Examine tour heart before you start.
  • STEP 2: Make neutral observations, or tell your story.
  • STEP 3: Ask questions. Be curious, not furious.
  • STEP 4: Acknowledge and validate feelings.
  • STEP 5: Explore areas of agreement.
  • STEP 6: Agree on a plan of action.
  • Role plays (based upon participant feedback earlier in the session).

Training Options

Dealing With Conflict & Difficult People – Conflict Resolution Training can be delivered in a format that suits your organisation, team and training requirements. Whether your people are dealing with occasional disagreements or more challenging workplace behaviour, the training can be tailored to address the situations they encounter at work.

Every workplace experiences conflict differently. Talk to us about your team’s challenges and what you would like participants to achieve. We can then discuss the most suitable training option for your organisation.

Schedule a phone call with us.

Delivery options include:

  • 1-day Training (7 hours)
  • Half-Day Express (3 hours)
  • Lunch & Learn (60 minutes)
  • Online Training (Self-paced)
  • One-on-One (Zoom) Coaching
  • Available for in-house training across Australia
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