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Managing Conflict and Dealing with Difficult People

How to confidently deal with difficult behaviour by developing effective strategies and skills

Open Training Course Open Course
Inhouse Training Course In-house

Suitable for: Any member of teaching or non-teaching staff looking for practical strategies for managing behaviour and resolving conflict; as well as those directly involved in leading or managing others.

Phases suitable for:

  • EYFS
  • Primary
  • Secondary
  • Further Education
  • Special

Course Reference: 4753WW
Price: £299.00 + VAT or hold in-house
Timings: 10am - 4pm Book Now

The term conflict describes friction, distrust, or lack of empathy between individual team members or with a person you directly line manage. Conflict in itself may not be an entirely negative aspect as when dealt with properly it can result in increased understanding, cohesion and improved knowledge. However, when managed in the wrong way, real and legitimate differences between people can quickly spiral out of control. Participants will gain an understanding of the different types of conflict and how to resolve conflict in such a way that both parties benefit from the process. In addition, this course is designed to increase the participants’ confidence in delivering difficult messages.

  • Establish and gain understanding of the causes of conflict
  • Recognise the 'Road to Breakdown' - the different stages of conflict
  • Use language to shift perspectives and build bridges
  • Prepare and plan for difficult meetings - setting a positive tone
  • Recognise and manage varying personality characteristics


Establish the causes of conflict
  • Recognise the core issues in the workplace beyond ‘personality clashes’
  • Identify objective and manageable aspects of workplace conflict
  • Understand ‘Rear Brain Thinking Errors’ that taint perception
Recognise the 'Road to Breakdown'
  • Be aware of the stages of an escalating situation
  • Prevent a situation from moving to conflict
  • Recognise when to take action
Use language to shift perspectives and build bridges
  • How to utilise persuasive language
  • Recognise words that escalate conflict
  • How to use phrases that shift another’s thinking
Prepare and plan for difficult meetings
  • Establish approaches to making a ‘conflict meeting’ effective
  • Use assertiveness to best effect during interactions
  • Create a comfortable default response

Thu 3rd Oct 2019

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Wed 25th Mar 2020

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Fri 29th Nov 2019

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Mon 16th Mar 2020

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Tue 26th Nov 2019

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Fri 20th Mar 2020

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Fri 15th Nov 2019

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Wed 26th Feb 2020

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Wed 16th Oct 2019

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Mon 27th Jan 2020

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Mon 16th Sep 2019

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Thu 16th Jan 2020

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Fri 22nd Nov 2019

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Wed 5th Feb 2020

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Thu 26th Sep 2019

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Wed 11th Mar 2020

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