24th November 2026

TIMING

COURSE CODE

NO24A6

SPEAKER

Toni Trevett

OBJECTIVES

This course is designed to help delegates to handle and deal with difficult behaviours, confrontations and conflict. There are many reasons to engage in conflict, but the bottom line is that the purpose of conflict management is to arrive at a resolution. Effective, constructive conflict management can actually be positive and rewarding. It can be a chance to get to the heart of a problem, rather than only focusing on the surface or obvious issues. Most conflicts have core causes and once those are addressed, conflict management becomes an option to choose rather than avoid. Getting better at handling conflict and confrontation is a powerful skill that benefits both personal and professional life.

WHO SHOULD ATTEND?

  Everyone!

TOPICS

• How conflict differs from confrontation
• The conflict continuum – from artificial harmony to destructive behaviour
• Start with you – new you, new outcome
• Assertive behaviours
• How trust and respect plays a part
• Early intervention
• Diffusing and de-escalation
• Turning arguments into discussions
• Delivering bad news and giving challenging feedback
• Feeding the solution not the problem
• Constructive conflict and conflict styles
• Going for win – win
• Mediations and third-party intervention

VENUE

This course will be available live online. You will be emailed the link to join two days before the course date.

DISTRICT

All

COURSE FEE

 £110+VAT. (Click here for information on the Flexiticket discount scheme - fees as low as £64.00+VAT per place)