Conflict Management Course

Learn how to manage conflict and achieve win-win resolutions

Conflict Management Course - CPD Accredited

On this conflict management course, we use a mixture of theory and practical exercises designed to help you create more effective outcomes in conflict situations.

You will learn to change what you do, what you say and how you say it, in order to create change in the other person.

The course will be closely tailored to the needs of those attending.

Even if you don't always get what you want, you will be driving what happens not them.

Course Objectives

  • Working with Difficult People
  • Using Honesty and Agreement
  • Turning Arguments into Discussions
  • Defusing Blame
  • Dealing with Strong Feelings
  • Delivering Bad News
  • Feeding the Solution Not the Problem
  • Choosing Appropriate Conflict
  • Creating Win-Win
  • Achieving Resolution
Conflict Management Course - 1 Day

12 Sep 2019

Price: £450.00 + VAT

Select Places Required

Conflict Management Course - 1 Day

14 Oct 2019

Price: £450.00 + VAT
Pay Today Price: £360.00 + VAT

Select Places Required

Conflict Management Course - 1 Day

18 Nov 2019

Price: £450.00 + VAT
Pay Today Price: £360.00 + VAT

Select Places Required

Conflict Management Course - 1 Day

13 Jan 2020

Price: £450.00 + VAT
Pay Today Price: £360.00 + VAT

Select Places Required

Conflict Management Course - 1 Day

5 Mar 2020

Price: £450.00 + VAT
Pay Today Price: £360.00 + VAT

Select Places Required

Conflict Management Course - 1 Day

19 May 2020

Price: £450.00 + VAT
Pay Today Price: £360.00 + VAT

Select Places Required

Conflict Management Course - 1 Day

20 Jul 2020

Price: £450.00 + VAT
Pay Today Price: £360.00 + VAT

Select Places Required

Conflict Management Course - 1 Day

3 Sep 2020

Price: £450.00 + VAT
Pay Today Price: £360.00 + VAT

Select Places Required

Conflict Management Course - 1 Day

30 Nov 2020

Price: £450.00 + VAT
Pay Today Price: £360.00 + VAT

Select Places Required

Talk to us about this Conflict Management Course

If you have any doubts about the suitability of this CPD Accredited Conflict Management Course, for yourself or colleagues, please do not hesitate to call us.

We will put you in touch with one of the our Lead Trainers, who will be happy to discuss which of our Courses would offer the most benefit.

CPD Accredited Course

What Our Delegates Say

“ I thoroughly enjoyed the course and have most definitely taken away a few tools to help me on a day to day basis. I have done 3 courses at Impact Factory now and I would certainly come again!”. Lucy McCrindle - Conference Organiser - National Housing Federation
“The training course exceeded my expectations - small group size meant that we all had a chance to work through individual issues and concerns, and the trainers were excellent!”. Sophie Goddard BSc (Hons), MSc, DGSA - Senior Consultant - OHES Environmental
"I would like to say thank you for a wonderful course with excellent tutors and also a fab group. I generally liked the course and you really did make a difference.". Adrian Williams - Senior Cost and Planning Analyst - Transport for London

Course Content:

We tailor all our courses to reflect the needs of each delegate.

We will include many of the exercises listed below, and any additional material that the trainers feel is relevant.

Delegate Wants

You will get to say why you came and what you want from the day.

This will enable your trainers to tailor the course to your needs.

Context

We start with an open discussion about difficult behaviour.

Any form of conflict creates difficult feelings in all those involved.

Difficult Situations

We will discuss the variety of difficult conversations you've had and situations you have found yourselves in, such as:

  • Giving clients bad news
  • Informing clients they haven't made the right choices
  • Telling someone they're not getting a promotion or raise

What is Conflict For?

There are many reasons to engage in conflict, but the purpose of conflict is to arrive at a resolution.

In this section, we explore different types of conflict and possible resolutions.

There are many types of resolution and not all are win-win.

Resolution

Conflict can actually be exciting and rewarding.

It can be a chance to get to the heart of a problem, rather than only focusing on the surface or obvious issues.

Most conflicts have core causes and once those are addressed, resolution becomes an option to choose rather than run away from.

Maintaining Relationship

Using the Thomas-Killman conflict model we'll look at:

  • Competing
  • Accommodating
  • Avoiding
  • Collaborating
  • Compromising

Dealing with Conflict

Here we look at what happens to you in conflict situations, including how you deal with any fallout.

We'll recreate a conflict situation to demonstrate the feelings that result and how they affect what we do and what we say.

We also look at why many people avoid dealing with conflict at all.

Delegates will look at a recent situation where they either avoided conflict or handled it badly.

Moment of Choice

Using insight from Viktor Frankl’s book Man’s Search for Meaning.

“Between stimulus and response there is a gap, and in this gap lies all our freedom”.

We will look at provocation and response and the ‘moment of choice’.

In that split second, we can choose how we react.

Difficult People?

We will outline the styles of behaviour that delegates find difficult to deal with.

You will define your own difficult person or people and what happens when you engage in (or avoid) conflict with them.

What Might Happen?

We touched on the 'fallout' earlier, but here we'll look at your biggest fears around having difficult conversations or dealing with a difficult person.

Why is the conversation difficult?

Is it because you really have to deliver bad news, or is it because you're frightened of the other person's reaction?

How has this stopped you from engaging in effective conflict management?

When Are You Difficult

Delegates are asked to identify a situation where they may have been someone else's difficult person.

  • What did it feel like?
  • How did they approach you?
  • How did you respond?
  • Was it resolved, and if so, how?

Avoidance

Here we look at a range of things including:

  • Avoiding conflict as much as possible
  • Evidence collecting to prove your opinion
  • Talking to the wrong people
  • Being right while the other person is wrong
  • Letting them have it between the eyes

Moving Forward

Here we start to look at a range of options, these include:

  • Figuring out what's really going on
  • Deal with things as they arise
  • Avoid blaming
  • Build bridges
  • Set clear boundaries
  • You don’t have to go it alone
  • Stop colluding
  • Or... if the conversation defies resolution - is walking away an option?

Their Point of View

"I Understand Where You're Coming From"

This exercise demonstrates the effect of seeing the conflict from the other person's point of view.

Emotion vs. Objectivity

A pairs exercise that allows people to calm down an over-emotional person without getting drawn into their emotion.

Empathy

This technique allows the other person to be heard and get their point of view across.

It will also allow you to set clear boundaries and deliver a difficult or uncomfortable message.

Avoiding Blame

Here we look at two different approaches to managing conflict at work.

How can we avoid the knee-jerk reactions a person can display when they feel blamed or attacked?

Hidden Agendas

Conflict can be even worse when there are additional hidden agendas.

One of our methods of conflict management is a simple technique of how to 'call the behaviour' without making the other person wrong.

This sounds trickier than it is!

Difficult Messages

A technique to help people distinguish between what someone does as opposed to who they are.

This can be extremely helpful when you have to deliver news the recipient doesn’t want to hear.

Maintaining Relationships

Here we look at how you say what needs to be said while avoiding conflict.

Here we'll talk about how you can ask someone to do something for you or refuse to do something for them and still maintain a positive relationship.

And we'll talk about how you can deal with the person you find most difficult on a regular basis and have things move smoothly along.

Defusing Phrases

Here we will introduce some of the phrases we have collected over the years during conflict resolution courses and real-life incidents that help defuse tricky situations.

Difficult Styles and Reactions

You will get to discuss and practise how you can deal with conflict situations using the awareness gained and material used during the day.

We will look at:

  • Defusing conflict before it escalates
  • Getting clear about what outcome you want
  • How to feed the solution, not the problem
  • Knowing when to leave things well alone
  • Making offers
  • Three Wins to them and they owe you one
  • Changing or letting go of your want
  • Adjudicating between other people's arguments

How Do I Let Go?

Having had one difficult encounter, it can be really hard to let go of all the feelings, frustrations and residue that result before moving on to the next.

We know that it's very easy to metaphorically 'kick the cat'.

We will carry out a brief 'in your head' exercise that demonstrates how powerful feelings can be, even when they aren’t verbally expressed.

We also look at how our feelings influence our assumptions, where we make things up and then act as though what we made up is true.

Here is an opportunity for the whole group to brainstorm conflict management techniques and tools they know help them deal with their own angry, upset or frustrated feelings.

Personal Take Out

Each person will identify:

  • What they are taking away from the course
  • What they know they will use
  • Where they will practise

We will give out Impact Factory documents to support the course.

You'll get copies relevant handouts to remind you of the coursework.

Ongoing Support

Two weeks after attending one of our conflict management courses, one of your trainers will call to see how you are getting on.

You will have email and telephone access to both of your trainers.

You'll also have access to a course web page containing:

  • Handouts used during the course
  • New supportive material
  • Impact Factory PDF documents
  • Recommended reading
  • Links to our favourite videos

Conflict Management Course

The Impact Factory
Conflict Management Team

Conflict Management - Impact Factory TrainerKatherine Grice
Katherine's skills and passions include Customer Service, Presentation Skills, Public Speaking, Personal Impact and Leadership
Conflict Management - Impact Factory TrainerKaty Miller
Katy's fascination with the interplay between our external and internal lives has found expression through the Impact Factory's ethos and methods of working.
Conflict Management - Impact Factory TrainerMaria Peters
Maria has a real talent for transforming complex learning concepts into exciting educational experiences.
Conflict Management - Impact Factory TrainerSarah Dawrant
Sarah has warmth, humour, a quick mind and unlimited passion to help people develop by stretching their comfort zones.
Conflict Management - Impact Factory TrainerSheila Neville
'I am both pleased and proud to be involved with a company delivering high-quality training to people who intend to achieve above and beyond their existing capabilities.'

Venue: Conflict Management

This Conflict Management is limited to eight participants

Open Courses take place at our London training rooms:
Suite 121 Business Design Centre
52 Upper Street
London N1 0QH

See how to find us for directions, hotels and public transport.

Time: 9.30am to 5.30pm

Standard Cost: £450.00 plus VAT 

Book online or freephone: 0808 1234 909 or email enquiries@impactfactory.com

If you want to book three or more people on to one course, please contact us on 020 7226 1877

Read our booking terms and conditions

Related Case Studies

Training Course Accreditation

To ensure that the courses you attend are of the highest quality, offering the best professional tuition possible, all our Open Courses are evaluated and accredited.

This accredited course is suitable for corporate and public sector Continuing Professional Development Plans and Portfolios.

Read about Trainer Accreditation

Money Back Guarantee

Attend this Conflict Management Course risk-free

We are so confident in our trainers and the quality of our Conflict Management Course that we guarantee it will make an impact.

If you attend this training and believe you have not benefited, let us know and we can arrange a refund or a free placement on a more suitable course.

Terms and Conditions Apply

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Upcoming London Dates

Conflict Management Course - 1 Day

12 Sep 2019

Price: £450.00
Prices exclude VAT

Select Places Required

Conflict Management Course - 1 Day

14 Oct 2019

Price: £450.00
Pay Today Price: £360.00
Prices exclude VAT

Select Places Required

Conflict Management Course - 1 Day

18 Nov 2019

Price: £450.00
Pay Today Price: £360.00
Prices exclude VAT

Select Places Required

Conflict Management Course - 1 Day

13 Jan 2020

Price: £450.00
Pay Today Price: £360.00
Prices exclude VAT

Select Places Required

Conflict Management Course - 1 Day

5 Mar 2020

Price: £450.00
Pay Today Price: £360.00
Prices exclude VAT

Select Places Required

Conflict Management Course - 1 Day

19 May 2020

Price: £450.00
Pay Today Price: £360.00
Prices exclude VAT

Select Places Required

Conflict Management Course - 1 Day

20 Jul 2020

Price: £450.00
Pay Today Price: £360.00
Prices exclude VAT

Select Places Required

Conflict Management Course - 1 Day

3 Sep 2020

Price: £450.00
Pay Today Price: £360.00
Prices exclude VAT

Select Places Required

Conflict Management Course - 1 Day

30 Nov 2020

Price: £450.00
Pay Today Price: £360.00
Prices exclude VAT

Select Places Required