Course Information

Introduction

This five-day course teaches practical skills for managing and resolving workplace conflict. Participants learn how to identify root causes, de-escalate tense conversations, and reach clear agreements. The program combines role-plays, real cases, and tools you can use the next day. It is aimed at people who must keep teams productive and relationships intact under pressure.

Objectives

1. Diagnose interpersonal and process-based conflicts using a simple assessment framework.
2. Select and apply appropriate resolution methods (collaboration, compromise, mediation) based on context and power dynamics.
3. Lead and facilitate difficult conversations using a structured script to maintain focus and respect.
4. Negotiate and document agreements with clear actions, responsibilities, and timelines.
5. Create a basic prevention and escalation plan to reduce recurring conflicts and measure outcomes.

Who Should Attend?

Frontline team leaders and supervisors
Human resources business partners and generalists
Project and program managers
Client services and account managers
Operations supervisors and shift managers

Training Method

• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Post-assessment
If Applicable:
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts

Program Support

This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.

Daily Agenda

Daily Schedule (Monday to Friday)
- 09:00 AM – 10:30 AM Technical Session 1
- 10:30 AM – 12:00 PM Technical Session 2
- 12:00 PM – 01:00 PM Technical Session 3
- 01:00 PM – 02:00 PM Lunch Break (If Applicable)
- Participants are expected to engage in guided self-study, reading, or personal reflection on the day’s content. This contributes toward the CPD accreditation and deepens conceptual understanding.
- 02:00 PM – 04:00 PM Self-Study & Reflection

Please Note:
- All training sessions are conducted from Monday to Friday, following the standard working week observed in the United Kingdom and European Union. Saturday and Sunday are official weekends and are not counted as part of the course duration.
- Coffee and refreshments are available on a floating basis throughout the morning. Participants may help themselves at their convenience to ensure an uninterrupted learning experience Provided if applicable and subject to course delivery arrangements.
- Lunch Provided if applicable and subject to course delivery arrangements.