TRAINING OUTLINE
MANAGING CONFLICT & CHALLENGING BEHAVIOURS
Practical Communication Strategies for Difficult Workplace Situations
Delivery: Face-to-Face
Level: Foundational to Intermediate
CORE IDEA: Greater confidence and professionalism in managing conflict, resolving issues and preventing recurring friction
Conflict is inevitable in any workplace where diverse personalities, competing interests, resource constraints, and communication styles intersect. Left unresolved, it can damage relationships, lower productivity, and create a toxic culture.
This practical course develops the skills needed to understand conflict, respond to challenging behaviours, communicate assertively, resolve disagreements and establish healthier approaches to workplace interaction.
Day 1 focuses on the foundations of conflict – what causes it, how it manifests, and why certain behaviors become challenging. Participants will explore different conflict styles, recognize patterns of challenging behavior, and learn how emotional intelligence plays a vital role in navigating tense situations.
Day 2 is dedicated to practical strategies and tools. Participants will develop effective communication techniques, practice conflict resolution processes, and learn how to turn difficult interactions into constructive dialogues. The day concludes with actionable steps to create a culture that prevents recurring conflicts and promotes healthy team dynamics.
1. Explain common causes, types and patterns of workplace conflict.
2. Recognise their own conflict-response tendencies and emotional triggers.
3. Identify challenging behaviours without making assumptions about personal intent.
4. Apply practical techniques to de-escalate tense interactions.
5. Communicate assertively, respectfully and clearly during disagreements.
6. Use active listening, questioning and reframing to improve mutual understanding.
7. Apply a structured approach to resolving workplace conflict.
8. Set appropriate expectations, boundaries and follow-up actions.
9. Develop strategies to reduce recurring conflict and strengthen constructive team interactions.
Managers, team leaders, supervisors, HR professionals and employees involved in workplace interactions or disputes.
• What conflict is – and what it is not
• Common sources and triggers
• Task, process, relationship and values-based conflict
• Constructive versus destructive conflict
• The cost of unresolved conflict
• Common conflict-response approaches
• Exploring personal tendencies
• Strengths and limitations of different styles
• Emotional triggers and automatic reactions
• Choosing a response based on the situation
• Observable behaviours versus assumptions about personality
• Aggressive, dismissive, avoidant and resistant behaviours
• Repeated complaints and non-constructive communication
• Understanding context, impact and possible triggers
• Responding without escalating the situation
• Self-awareness and emotional regulation
• Pausing before responding
• Perspective-taking
• Managing defensiveness
• Maintaining professionalism under pressure
• Defining the issue
• Separating facts from interpretations
• Identifying needs and interests
• Exploring options
• Agreeing on actions and follow-up
• When to escalate or seek mediation
• Assertive, passive and aggressive communication
• Active listening
• Clarifying questions
• “I” statements
• Reframing
• Addressing issues without attacking character
• Responding to passive-aggressive behaviour
• Managing emotional outbursts
• Addressing repeated misunderstandings
• Giving and receiving constructive feedback
• Setting boundaries respectfully
• Dealing with disagreement while preserving working relationships
• Establishing clear expectations
• Clarifying roles and responsibilities
• Encouraging appropriate feedback
• Creating psychologically safer communication practices
• Knowing when informal resolution is insufficient
• Building a culture of accountability and respect
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