Conflict Resolution Training

Getting Along in The Workplace
Conflict is an unavoidable fact of life. We see it everywhere; in our homes, in business, at work, and in any establishment and organisation. This is what makes dealing with conflict such an important and integral part of getting along in the workplace. Gaining knowledge pertaining to how to work with conflict, as well as gaining new skills and learning new techniques to aid in conflict resolution, will prove to be invaluable in helping any workplace transcend current standards. This particular session is ideal for anyone wanting to gain the skills and master the art of conflict resolution or dealing with difficult people.

Anyone in the organisation, from the frontline staff to the managers, will be able to benefit from an expanded knowledge and understanding of conflict managements and, as a result, will be able to make a more effective contribution to helping everyone get along in the workplace. This session can be applied in any form or style. Conflict is universal and every workplace has its fair share of internal conflict. How your team handles and resolves conflicts will depend on their knowledge conflict management techniques and can either have a positive or a detrimental effect on your organisation and can impact the image and reputation of your company. This session will greatly assist and equip your team to be able to act professionally under stress and pressure.

Conflicts are unavoidable in life and the same holds true for the workplace. Conflicts and disputes are certain to occur in an organisation regardless of whether it is large or small. This is why having the knowledge and the skills necessary to quell conflicts in the workplace before they do irreparable damage is of paramount importance. Regardless of the severity of the dispute, it is of utmost importance that an organisation should detect and tackle the issue in the most effective and professional way possible by using the various techniques and strategies that will be provided by this course.

Suggested Outcomes:

How their attitudes and actions impact others

Employee conduct is important when it comes to conflict resolution. How employees react and act to situations can build or impact your business image. We provide some bad and good examples for participants to learn how issues can go either way depending on their attitude and actions.

New and effective techniques for dealing with difficult people

Dealing with difficult people is not an easy task. We go through many of the standard ways of solving issues with difficult people while also adding some new Psychological techniques provided by researchers.

Coping strategies for dealing with difficult people and difficult situations

We provide participants with a range of skills for coping with the difficult interactions. We supply a large range of skills here so participants can choose their favorite for active use.

How to identify times when they have the right to walk away from a difficult situation

There are times that you may be permitted to end a phone call or walk away from a difficult person. Learn more about the times you can choose to move from a difficult person and find solutions to assist whilst still excluding yourself.

Techniques for managing and dealing with anger

We provide techniques here to manage and deal with not only your own anger, we also provide solutions for working with external anger also. Learn how anger is created and how to take control.

Custom training options available for adding to your team training

Navigating cognitive bias
Give feedback to others in a positive, constructive fashion
Describe the way in which they employ and a set of communication skills that are common
Conveying expectancies
Identify a variety of negotiation strategies and also the effects of just using a single strategy across different contexts
The function of team values
Reframing the argument
The best way to address problem behavior in a way that is unique, non- constructive and accusatory
Identify important variables that contribute to battle.
Make a great impression, build credibility and enhance perceptions.
Understand when to compromise, and when to stand firm.
Reward and recognition
The best way to build positive relationships with styles that are chronically hard
Building trust
Manage your body language and voice tones during a conflict.
Learn to employ conflict resolution strategies
Avoid unnecessary battles brought on by the misuse of sarcasm and humour.
Brainstorming options
What team members need
Develop communication tools for example open questions and arrangement frames
Arrive at mutually agreeable solutions.
Investigating the principles of sway
Crucial skills of a great communicator
Clarify your behavioural style to enable you to understand your preferred ways of working and communicating
Learn the best way to use portions of the conflict resolution process to recognise and prevent conflict before it escalates
Acquire strong connection
Implement proper initial responses to disputes and workplace conflict.
Understand the five principal approaches to conflict resolution
The best way to implement the proven 6-step formula for resolving conflict
Understand yourself as well as your behavioural style
Acquire deep listening skills
Use admiration and praise to your benefit.
Understand the significance of workplace relationships
How to remain composed during highly charged situations
Stop conflicts escalating into an emotional outburst.
Identify your workplace interrelationships
By giving clear directions prevent conflicts brought on by misunderstandings.
Recognise cognitive thinking that leads to poor negotiation decisions
Tailoring opinions for positive outcomes
Understanding how conflicts originate
Successful conflict management strategies
Recognise early warning signs of workplace relationships that are deteriorating.
Word your message to get it more factual, less opinionated.
Identify factors that can affect on your ability to manage conflict.
Distinguish between valid criticism and abuse
Resolve conflict together with the five-step method
Acquire a thorough comprehension of the sources, causes and types of conflict
Working with challenging individuals
Label distinct stages of a discussion and learn what to do in each period
Manage battles more rationally
Establishing team goals
Tailor your approach to develop connection with others
Positively influence others to allow you to fulfill your key role aims
Learn particular techniques which you can immediately apply to any battles in the office.
Understand in what way the skills and strategies may be applied to common workplace scenarios
Learn stress management techniques
Investigate distinct explanations for the origins of human conflict
Understand an overall framework for analysing and resolving conflict
How to efficiently deal with rage and emotions related to clash
Listen to be able to learn and develop collaborative relationships

More outcomes available

Conflict Resolution

To start the participants learning and understanding conflict we begin with defining conflict, including the types of conflict as well as the costs and benefits within an organisation. Our trainer helps provide an interactive discussion with examples provided by participants on what conflict they have come across and how it has impacted their roles.

The Phases of Conflict

This module will analyze the five phases of conflict. Our trainer will discuss how these phases can be used to improve conflict resolution.

Using LECSR to Resolve Conflict

This acronym will give you five methods to resolve a conflict. Learn more about using LECSR in conflict resolution.

Other Ways to Resolve Conflict

This module will look at some additional ways to resolve conflict, including establishing norms, using mediation, and using facilitation.

Your Own Personal Skill Set

In order to resolve conflict effectively, you should have good communication and problem solving skills. The capacity to handle negative emotions, anger, and stress, is a useful skill. This module will show participants some approaches to develop this skill set.

The Results.

In the above session, the knowledge, skills, and techniques necessary to resolve conflicts in the workplace in a quick and effective manner before they become an actual threat to the organisation will be provided. Here you and your team will be able to gain new skills and learn new methods that will enable you to take control of otherwise difficult situations and help your organisation grow as a result. The natural byproducts of this specialised training will include your team feeling more empowered, less stressed, and more confident and able to approach conflicts and disputes in the workplace. The end result this course is a team that will have the ability to resolve conflict almost as soon as it starts and be able to focus on propelling the organisation forward and to greater heights instead of squabbling over smaller, less important issues. This session can be customised.

Offering professional training in Melbourne, Parramatta, Gold Coast, Brisbane, Sydney, Adelaide, Canberra, Perth, Darwin

Conflict Resolution: Getting Along in the Workplace – Course Outline

Lesson 1

Course Overview

  • Learning Objectives
  • Personal Objectives

Lesson 2

Defining Conflict

  • What is Conflict?
  • Positives and Negatives Conflicts

Lesson 3

Types of Conflict

  • Inner Conflict
  • Interpersonal Conflict
  • Group Conflict

Lesson 4

Open Conflict vs. Hidden Conflict

  • Exploring Open Conflict and Hidden Conflict

Lesson 5

Spontaneous and Reflective Action

  • Brief Lecture of Spontaneous and Reflective action

Lesson 6

The Johari Window

  • Understanding the Johari Window
  • Case Study

Lesson 7

Stages of Conflict

  • The Five Stages of Conflict
  • Another Version of the Conflict Process
  • Conflict Outcomes
  • Strategies for Dealing with Conflict

Lesson 8

Creating the Win/Win

  • Applying What you have Learn

Lesson 9

Conflict Resolution Style Questionnaire

  • Identify Your Style of Conflict Resolution
  • Scoring
  • The Conflict Grid

Lesson 10

The Role of Communication in Conflict Resolution

  • The Communication Chain
  • Barriers of Communications
  • Establishing Positive Intent


Lesson 11

Active Listening Skills

  • Basics of Active Listening
  • Becoming a Better Listener

Lesson 12

Paraphrasing Skills

  • What is Paraphrasing?
  • Demonstrating Paraphrasing Techniques

Lesson 13

Powerful Questions

  • Useful Questions
  • Proving Techniques

Lesson 14

Body Language

  • How body Language can Help Resolve conflict

Lesson 15

Pre-Assignment Review

  • Re-visiting your Answer on the Effective Managing Conflict Survey

Lesson 16

The Conflict/Opportunity Test

  • Identify the Benefits of a Conflict Using Role Play

Lesson 17

Conflict and Its Resolution

  • Visualizing Conflict
  • Conflict Resolution Process

Lesson 18

Helping Others Through Conflict

  • Preparing for Conflict
  • Conflict Resolution with Facilitation
  • Coaching Through Conflict
  • Group Of Norms

Lesson 19

Workshop Wrap-Up

  • Personal Action Plan
  • Recommended Reading List
  • Course Evaluation
  • General Evaluation
  • Final Thoughts
Additional Modules and Sample Sections

How their attitudes and actions impact others

How employees conduct themselves in the workplace is important when it comes to conflict resolution. The way employees act and react to certain situations can be crucial in building or impacting the image of your business. In this part of the course, some bad and good examples will be provided so that participants may learn how certain scenarios can go either way depending mostly on their attitudes and actions.

New and effective techniques for dealing with difficult people

It can be a difficult task having to deal with difficult people. This part of the course will help by covering many of the standard techniques that can be applied to solve issues with difficult people. New psychological techniques developed by researchers based on their studies will also be discussed to further supplement standard techniques.

Coping strategies for dealing with difficult people and difficult situations

Participants will be provided with a diverse range of skills in order to be able to effectively cope with difficult interactions. In this part of the course, a large range of skills will be provided so that participants may be able to choose their favorite way to deal with a difficult situation.

How to identify times when they have the right to walk away from a difficult situation

Even in a customer relations intensive business, there are certain situations in which an employee may be allowed to end a phone call or to walk away from a difficult person or situation. This part of the course will help you in determining and deciding which situations to walk away from to diffuse a difficult situation instead of adding fuel to the fire.

Techniques for managing and dealing with anger

Here we will go through the various techniques that can be used to manage and deal with anger. This not only includes controlling your own anger. Techniques and solutions for working with external anger will also be discussed in this part of the course. Here we will learn how anger is created in general and how it can be controlled before it wreaks havoc in the workplace.

Customised Training Session For Teams (Included No Charge)

Customised content is better content. Your employees will enjoy a better course with more fitting examples and case studies relevant to your team. While many training organisations charge for customised content, we offer it for free. The reason for this is we want to be a better match for training and rather than retrain, we want the initial training session to have better retention. Customised training does just that. Contact us today for more details on how we can customise a training session for you.

In-House Customised training benefits:

  • Flexible length – You choose the length of the session
  • Highly Effective Team/Industry Specific
  • Certificate of Completion (Professional Grade)
  • Create a Team Building environment
  • Cost effective – Group rate discount
  • Printed courseware (No need to download or use an App to read)

Creating Content (Contact us for Quotation)

Creating your very own courseware may be a better choice again as this will help you build exactly the modules and content to cover your needs and objectives perfectly. We have a group of people dedicated to creating courseware material and you can become the very new owner of your own training material. Contact us for more details on how we can create a manual to suit your team and build content for modules that you need instead of a generic focus. We are here to help.

Instructor Led Online

Download Certificate of Completion $495 inc GST
Printed and Posted Certificate of Completion $515 inc GST

Our company only ever hires professional trainers to assist our clients in learning from their online training course’s materials. We have a high standard to be accepted in the company as an online assistant, and we hold them to similarly high standards of customer service. Our online assistants are always polite, professional, diligent, and enthusiastic. They are ready any hour of the working day to assist with your training needs and guide you towards proficiency in your chosen training course topic. Book in now!

Online Self Paced

Download Certificate of Completion $69 Inc GST
Printed and Posted Certificate of Completion $89 Inc GST

The client is the great determiner of many things when it comes to our online training courses. Besides being able to customise most of the course details, they can also customise the pace at which the course is undertaken. Our course pacing is client-based, so they can dictate when and where they wish to take the course, as long as they are online. We like to think that if the client can take the course when they are comfortably available, they can succeed and learn at it much more proficiently. Book a course today, and pace it your way!

Public Workshop at a Venue


  • Time: 9:00 AM – 4:00 PM
  • Small Number of participants per workshop, average 5 people, max 12
  • Lunch and refreshments are included


  • Pay on Invoice or by Credit Card
  • Professional Grade Certificate of Completion Provided
  • Comprehensive courseware and materials

Please scroll Horizontally to see course dates:

LocationDate 1Date 2Date 3
Level 1, 111 Harrington Street Sydney NSW 2000
Aug 24
1 day course
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Nov 26
1 day course
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Feb 26
1 day course
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Level1 Cloisters, 863 Hay Street Perth WA 600
Aug 24
1 day course
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Nov 26
1 day course
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Feb 26
1 day course
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24/215 Adelaide Street, Brisbane QLD 4000
Aug 24
1 day course
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Nov 26
1 day course
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Feb 26
1 day course
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123 Queen Street, Melbourne VIC 3000
Aug 24
1 day course
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Nov 26
1 day course
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Feb 26
1 day course
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19 Young Street Adelaide SA 5000
Aug 24
1 day course
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Nov 26
1 day course
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Feb 26
1 day course
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4 National Circuit Canberra ACT 2600
Aug 24
1 day course
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Nov 26
1 day course
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Feb 26
1 day course
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