Conflict at work rarely starts with a dramatic incident. It builds from small misunderstandings, unspoken expectations, and conversations that were avoided too long. This course focuses on the communication skills that interrupt that pattern before it becomes a formal problem.
Reading the situation before you respond
The first module covers situational awareness — understanding what is actually driving a conflict, not just what the parties say they want. You will work through real scenarios and practise identifying the underlying concerns that shape how people behave under pressure.
De-escalation language and technique
There are specific phrases and approaches that reduce tension, and others that reliably make things worse. You will learn the difference through analysis and practice, not just theory. Particular attention goes to tone, timing, and what to do when someone is not ready to engage productively.
Facilitating resolution between others
Leaders and HR professionals often need to facilitate conversations between two parties rather than just manage their own response. One module addresses this directly — how to hold space for both perspectives without taking sides or creating false resolution.
- Four half-day sessions
- Case-based learning with real workplace scenarios
- Individual coaching available as an add-on
- Certificate of completion provided