A group of office workers in suits

Conflict management


Conflict at work seriously undermines the role of Management. It could stem from different personalities, but can be symptomatic of bullying or discrimination.

If not tackled early, likely knock-on effects are poor productivity; low morale and high turnover. If staff relationships are strained it is difficult to prevent customer interactions from being affected, and it could ultimately have a negative impact on the business’s bottom line.


By the end of the workshop participants will have:

• Discussed why conflict arises at work
• Explored current organisational and individual attitudes to conflict and the impact of these
• Recognise how and when to adapt their conflict resolution style
• Explored assertiveness as an anti-conflict tool
• Identified some conflict prevention and resolution methods that could be employed in a number
of situations
• Had time to reflect and formulate an action plan to translate learning into the workplace


• Work-based relationships and sources of conflicts
• Conflict reactions:
        - Emotions and expressions; what are their origins and their impact?
        - Preventing conflict escalation
• Resolution strategies model
       - The four key approaches
       - My conflict style/approach
       - The power of Assertiveness as a situation-influencer
• Mediation – what is it and how is it used to encourage positive outcomes?
• Reflection, personal action plans

NB: Our terms of business require that course fees are paid prior to attendance on the course.  No refunds can be given for cancellations less than 14 days before the course.  Prior to this a refund less a 20% administration charge will be given. Delegate substitution may be made up to the start of the course. We reserve the right to cancel courses should it be necessary to do so for reasons beyond our control. In which event the delegate will be placed on a future course or a full refund will be made.

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 - Benjamin Franklin