Managing Workplace Conflict, Difficult Conversations & Emotional Triggers

When difficult issues are avoided or handled emotionally, misunderstandings can escalate and working relationships deteriorate. Participants learn to identify conflict early, remain composed under pressure, address difficult behaviour and balance empathy with accountability. Realistic scenarios, conflict diagnosis, role plays and de-escalation exercises support constructive resolution and clearer agreements.

Learning objectives

• Identify sources and early warning signs of conflict.
• Diagnose underlying issues and appropriate responses.
• Prepare for and lead difficult conversations.
• Address sensitive issues with clarity and respect.
• Recognise personal and interpersonal emotional triggers.
• De-escalate tense conversations.
• Reach clear agreements, accountability and constructive resolution.

Modules and key areas

• Awareness, Emotional Intelligence & Leadership
• Leading Difficult Conversations with Confidence
• Managing Emotional Triggers, De-escalation & Resolution

Who should attend

Managers, heads of department, team leaders, supervisors, HR professionals, people managers and project or functional leads.