Manage Conflict and Difficult Situations

Conflict is a natural part of working life—but when managed effectively, it can become a catalyst for innovation and stronger relationships. This one-day workshop empowers professionals to approach challenging situations with clarity, empathy, and confidence. Learners will explore key conflict triggers, structured resolution styles, and practical tools such as the Thomas-Kilmann Conflict Mode Instrument (TKI). Through immersive exercises and real-world scenarios, participants develop the skills to turn confrontation into collaboration and ensure positive, productive outcomes.

By the end of this course, learners will be able to:

• Define key conflict triggers and their impact on workplace dynamics
• Assess personal and team conflict styles using a structured framework
• Apply conflict resolution strategies to prevent escalation and promote collaboration
• Use a practical approach to handle difficult situations and resolve conflict proactively

There are no formal prerequisites for this course. However, participants are strongly encouraged to:

• Complete the individual TKI assessment prior to attending
• Reflect on recent workplace conflicts or difficult interactions they have experienced

Target audience

This course is ideal for:

• Professionals who regularly manage or facilitate conflict resolution
• Individuals looking to enhance their credibility in handling difficult conversations
• Teams or leaders aiming to reduce tension and foster collaboration in the workplace

Navigating conflict

Understand common conflict triggers, explore root causes, and assess the impact on team performance and morale

Thomas-Kilmann Conflict Mode Instrument (TKI)

Interpret personal TKI results, examine the five conflict-handling modes, and learn to balance assertiveness with cooperation

Conflict modes in action

Apply TKI concepts through scenario-based exercises, adapting styles to suit varied workplace interactions

Your conflict resolution framework

Build a step-by-step approach to manage difficult conversations and ensure trust and resolution

Review and action planning

Reflect on key insights, define individual goals, and plan practical next steps for applying conflict resolution in the workplace

Exams and assessments

There are no formal exams in this course. Participants will take part in knowledge checks, interactive discussions, and structured exercises to reinforce core learning outcomes.

Hands-on learning

• Practical application: Turn theory into action through role-play and case-based scenarios
• Toolkit usage: Use structured resources and frameworks to support ongoing conflict resolution practice
• Peer collaboration: Share experiences, analyse real challenges, and develop effective, team-based solutions