Managing Conflict and Dealing with Difficult People

Conflict in schools is inevitable — but how it's handled makes all the difference. This honest, practical course is built around one central idea: conflict, approached well, doesn't have to damage relationships. It can actually strengthen them. Across five engaging video modules, this course explores the full range of difficult conversations that school staff encounter — from navigating tension with a colleague to handling an emotionally charged parent, to staying regulated in a charged moment with a student. Rather than offering scripts to memorise, this course gives staff a genuine understanding of why conflict escalates, what gets in the way of resolution, and how to show up to difficult conversations with both confidence and care. The final module turns the lens inward, looking at how to manage your own emotional response after a hard conversation — and how to repair and rebuild when things don't go as planned.