Dealing with Conflict and Difficult Behaviours

“Very useful, practical and engaging course. Lots of tips to go away and reflect on” – Previous Participant

Key Skills

Course Summary

Course Outcomes

A clear understanding of the nature and causes of workplace conflict and difficult behaviours
A deep insight into your conflict management style and how to adjust it
Practical skills in managing and resolving conflict and difficult behaviours
Coping strategies for dealing with difficult people and situations

Suitable For

Leaders and managers at all levels
Human resources management professionals
Those who have mediation roles
Those who find dealing with ‘difficult’ behaviour or conflict debilitating

Topics Covered

The causes of workplace conflict
Managing conflict between yourself and another
Practical and proven conflict resolution techniques
How to effectively deal with challenging clients or customers
How to set behavioural standards and expectations
Proven techniques to help you manage difficult behaviours
Managing conflict between individuals or groups
How to identify your conflict management ‘style’
Understanding why people display ‘challenging’ behaviours
How to manage their emotions … and yours
How emotional intelligence techniques will help

Delivery Style

This course is delivered as a self-paced eLearning course, providing you with 30-days of access to engaging video content and learning material. The content is easy to navigate, allowing to absorb the learnings throughout the online course.

Course Facilitator

Peter Holdsworth

Peter Holdsworth is widely acknowledged as one of Australia’s top leadership and management facilitators. With a career leading organisations in the not-for-profit, private, and public sectors, he knows what the challenges are at every level of management and how to meet them. Underpinning his experience he has post-graduate qualifications in leadership and management, is a graduate of the Australian Institute of Company Directors and is a Churchill fellow. His training courses are entertaining and full of ideas, tips and techniques that participants can use immediately.

Internal Training Options

If you wish to conduct this session as a live online course for your team. Please contact us today for a costing.

Frequently Asked Questions

Will this course provide a clear understanding of the nature and causes of workplace conflict and difficult behaviours?

Absolutely. Our course offers a comprehensive exploration of the nature and various causes of workplace conflict and difficult behaviours. You'll gain valuable insights into the underlying dynamics that contribute to conflicts and challenging situations in the workplace.

What practical skills will I develop for managing and resolving conflict and difficult behaviours?

You will develop practical skills in managing and resolving conflicts through role-playing exercises, case studies, and real-world scenarios. These activities will equip you with strategies such as active listening, communication techniques, negotiation skills, and problem-solving approaches to effectively manage conflicts in various contexts.

How does this online Conflict Resolution course differ from in-person training?

Our online Conflict Management and Resolution training is a condensed yet engaging version of our one-day Conflict Course. It’s still engaging, just shorter and conveniently accessible from anywhere at anytime.

Does the course address emotional intelligence and managing emotions in conflict situations?

Yes, the course delves into emotional intelligence techniques and how they can help in conflict resolution. You'll learn to identify your conflict management style, understand why people display challenging behaviours, manage emotions effectively (both yours and others'), and set behavioural standards and expectations to foster a positive work environment.

Will the course cover coping strategies for dealing with difficult people and situations?

Yes, coping strategies for dealing with difficult people and challenging situations are an integral part of this course. You'll learn techniques to remain calm under pressure, handle confrontational behaviour diplomatically, and navigate conflicts with confidence and professionalism.

Is this course suitable for online training and eLearning?

Yes, this course is designed specifically for online training and eLearning. It is structured as a self-paced course, allowing you to learn at your own convenience and pace through engaging content.

Will the self-paced eLearning course cover practical and proven conflict resolution techniques?

Our self-paced eLearning course provides practical and proven conflict resolution techniques that you can apply in various workplace scenarios. Through interactive exercises and case studies, you'll learn effective strategies for managing conflict between individuals or groups and dealing with challenging behaviours.

Purchase Course

eLearning Bundle

This eLearning course is offered in a course bundle

In-House Courses

We can conduct any of courses specifically for your 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.

Client Testimonials

“Very useful, practical and engaging course. Lots of tips to go away and reflect on.”

5/5

“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.”