Pathways Australia

Conflict Management and Difficult Behaviours

“A very helpful, interesting, and engaging course. Everyone was able to be involved. The facilitator is amazing and has many experiences and real-life examples to help explain things. Thank you” Emma, ECKO Hand Therapy

Key Skills

Effective Communication

Conflict Resolution

Team Leading

Course Summary

  • Greater ability to deal with conflict challenges
  • Clear insights into what communication techniques work
  • A ‘toolkit’ of practical tips, techniques and ideas
  • More confidence to deal with difficult behaviour
  • Higher levels of assertiveness and interpersonal skills

  • Senior executives
  • Team leaders and emerging managers
  • Client handling team members
  • Human resources managers
  • Board or committee members
  • Anyone who wants to understand how to resolve conflict and manage difficult behaviours

We all know how damaging unresolved workplace conflict between individuals and groups can be.

Similarly, allowing one or more team members to exhibit challenging or unacceptable behaviour will reduce morale, productivity and weaken team culture.

Leaving these problems unchecked isn’t an option!

Fortunately, this one-day course will provide you with insights into why conflict and unacceptable behaviour occurs. Just as importantly, you will be provided with a ‘toolkit’ of practical ideas, tips and techniques that will help you resolve the problem quickly and effectively.

  • Conflict Management & Resolution
  • De-escalating Aggressive Behaviour
  • Behaviours and Triggers
  • Emotional Intelligence
  • Displays of Difficult Behaviours
  • Assertiveness
  • Effective Communication
  • Resilience and Adaptability
  • The Power of Empathy
  • Increasing Self-Awareness

This course is conducted with an interactive and engaging style that incorporates a variety of teaching methods, including:

  • Content presentation
  • Group discussion
  • Question and answer sessions
  • Learning activities
  • Self-assessments

Christine-Wilson - Pathways Australia

Christine Wilson – Facilitator 

Christine Wilson has been working in the area of adult learning and development for over 20 years. She has worked across the community, university, government, private sectors; and with audiences spanning frontline staff to executive leadership teams. She has a deep passion for enabling thriving workplaces by providing people with a better understanding of their strengths and current limitations. Her workshops are highly interactive and help people break through obstacles for superior professional performance. Chris has a Bachelor of Education and accreditation in MBTI, Genos Emotional Intelligence Inventory and Human Synergistics Life Styles Inventory.


Pat-Stanley - Pathways Australia

Pat Stanley – Facilitator

For over 17 years, Pat has worked as a national training facilitator bringing over 30 years of diverse experience, expertise, knowledge, and insights. Her studies in psychology, human behaviour, mediation, and leadership have underpinned her success. She is passionate about passing on her knowledge to others.

Her experience has included working with people and teams in the not-for-profit, commercial and public sectors throughout Australia and beyond. Pat is widely acknowledged as a passionate facilitator who always delivers informative, interesting, enjoyable, and relatable courses.

Wendy Joucm - Pathways Australia

Wendy Jocum – Facilitator 

Wendy is an experienced coach and facilitator, helping teams and individuals to deal with differences and conflicts that occur both in the workplace and in their personal lives. Wendy is well-known for her engaging workshops that include useful strategies for creating positive outcomes with both stakeholders (internal or external) and personal relationships. Wendy provides practical tools and skills which help to influence assertiveness positively, listening, expectation management, negotiating, and co-operating, which lead to beneficial outcomes. Wendy’s impressive accreditation allows her to assist people and teams with communicating, influencing, conflict, and leadership styles.

This course or a customised version of this course can be conducted for your employees requiring more confidence and effective skills when it comes to conflict and difficult behaviours.
Contact us to discuss your training requirements and goals.

Post-Course Support

Frequently Asked Questions

Yes, you’ll be provided with best practice strategies and techniques to build your confidence and know how to manage and resolve conflicts among individuals and within teams effectively.
Yes, this course provides you with an understanding of all critical elements of constructive discussions and how to deliver ‘non-explosive’ feedback. You will also learn how to have difficult conversations with co-workers or clients.
Our online Conflict Management and Resolution training is a condensed version of the one-day Conflict Course. It’s still engaging and interactive with group activities, it’s just shorter, and you don’t have to leave your space.
Participants are provided with a range of conflict management course resources, including a conflict management style assessment, presentation notes, further learning ideas and much more!
Not just managers deal with conflict, that’s why our conflict management course is suitable for anyone who is required to deal with conflict or have difficult conversations in the workplace, whether between individuals, groups or stakeholders.
Yes, our conflict management course provides valuable insights into the various causes of workplace conflict and difficult behaviours. Through interactive sessions and real-world case studies, participants gain a deeper understanding of the underlying factors that contribute to conflicts in the workplace. This includes exploring issues such as communication breakdowns, differing personalities and work styles, conflicting goals or priorities, and organisational changes. By understanding these root causes, participants are better equipped to identify and address conflicts effectively, leading to a more harmonious and productive work environment.
Yes, this course delves into effective communication skills and styles when dealing with workplace conflict or difficult behaviours. Participants will learn what questions to ask and how to ask them to help manage and resolve conflict.

eLearning Course Option

To register for this course as an individual, check out the online options available.

In-House Course Quote

We can conduct any of courses specifically for a group of staff at your premises. This may prove to be cost-effective and, of course, we can tailor our programs to meet the specific requirements of your organisation and participants. 

eLearning Courses

This eLearning course is offered in a course bundle

Client Testimonials

Fantastic! Really helpful … introduced me to new concepts that I have not heard of before. I think it will be helpful in helping me plan my next conflict situation.”


Kirsten Gault, Genea

“Well structured program with good interactive segments... a good facilitator, getting us thinking.”


Daniel Kim, Redback Connect

“Well structured program with good interactive segments... a good facilitator, getting us thinking.”


Daniel Kim, Redback Connect


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