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Personal Development - Resolve Conflict, Deal With Difficult Situations

Course overview

Learn how to understand and approach conflict, how to communicate and use your interpersonal skills to handle difficult situations.

Course duration

1 day

Delivery method

Flexible (Online/Classroom)


Open participant course: £195 per person - maximum 10 people

Closed company course: £1,000 per course - maximum 10 people

Suitable for

Those who want to improve their understanding of stress and enhance their ability to manage conflict situations.

Learning outcomes

You will understand the implications of different behavioural styles in both normal and conflict situations to produce win-win outcomes by utilising key communication techniques.

Course content

Module One - Understanding Conflict:

  • What is conflict?
  • Recognising the signs
  • The phases of conflict
  • Adapting your approach

Module Two - Self Awareness:

  • DiSC profile behavioural analysis
  • Behavioural principles
  • Implications of behavioural styles
  • Your style under different circumstances
  • The Johari window

Module Three - Communication and Interpersonal Skills:

  • Barriers to effective communication
  • Overcoming communication barriers
  • Questioning and listening techniques
  • Non-verbal communication

Module Four - Handling Everyday Situations:

  • Assertive behaviour
  • Passive, manipulative and aggressive behaviour
  • Using the DESC script
  • Expressing doubts and disagreement constructively

Module Five - Skills for Dealing with Conflict:

  • Constructive and destructive behaviours
  • Positive and negative feedback
  • The strategies to adopt

Module Six - Make Yourself Stress Resistant:

  • Simple behavioural changes
  • Relaxation techniques for the workplace
  • Action planning

Course requirements

This course can be delivered remotely or in a classroom environment, to suit your requirements.

Delegates must have the following equipment to attend this training remotely:

  • PC or laptop with a microphone and speakers (webcam is preferred but not essential)
  • Access to the internet and web browser application (e.g. Google Chrome)
  • An email account for file sharing

For more information about this course please contact us.

Queens Court Regent Street Barnsley South Yorkshire S70 2EG
Tel: 01226 216760 | Email: |

These course details were downloaded on 20/04/2024

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