West Thames College London

Handling Conflict

Outline (1/2 day session)

We sometimes, despite our best efforts, find ourselves disagreeing with a colleague or someone else. We find what they say, how they say it, or what they are doing, to be unacceptable – and even potentially threatening. This may even lead to a potential conflict situation. What can we do about it? How can we be seen to be objective yet assertive? This programme gives you the practical solutions for facing conflict and unacceptable behaviour – techniques you can use now.

Who should attend?

Anyone who is faced with handling conflict.

How you will benefit?

You will understand how to handle aggressive people or awkward situations. You will feel confident when faced with conflict and know how to make people feel they’ve been treated with care and respect.

What the programme covers

  • What could cause conflict
  • How people differ
  • …and how you prefer to react to them
  • Why do things escalate?
  • We know we’re right – don’t we?
  • Addressing the issue
    - Preparation
    - Structure
    - Consequences
  • ‘AGREEing’ with difficult people who are not in your team
  • Communicating difficult messages
  • ...what if it is one of your staff?
  • Case studies – what would you do?

Book Now


"Handling Conflict is a brilliant and interactive workshop. Small group, lots learnt and I look forward to the next time!"

Kate, Impact


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