Conflict Management - 26 March


During this course participants will gain the knowledge and skills required to analyse the issues and address workplace conflicts constructively and ethically. The program uses a combination of theory, small group discussion and case studies. It features hypothetical workplace case studies where participants learn by working together to resolve the situation and getting feedback from peers.

This course will provide participants with the knowledge and skills to ensure that conflicts are handled professionally, respectfully and sensitively.



Conflict situations

  • Defining conflict vs. disagreement
  • The basis of conflict
  • Causes of conflict
  • How conflict can be positive

The role of values, beliefs and self-awareness

  • How our values and beliefs affect how we view things
  • The iceberg model
  • How emotion can hinder the resolution process

Skills for resolving conflict

  • Enhanced communication skills for dealing with conflict situations
  • Active listening and questioning techniques
  • Differentiating between aggressive, submissive and assertiveness approaches to conflict resolution
  • Assertiveness techniques

Conflict resolution

  • Approaches to conflict resolution
  • Personal styles of conflict management
  • Steps to effective conflict resolution
  • Creating win/win solutions


Other conflict resolution options

  • Stages of conflict resolution including: Moderation, Arbitration, Litigation

Leading conflict resolution

  • Identifying potential conflict situations
  • Develop strategies to prevent conflict

What’s next

  • Personalised action plan for moving forward


Learning outcomes

By the end of this program participants will be able to

  • Define conflict
  • Understand the basis and drivers of conflict
  • Understand how conflict can be positive
  • Identify the role of values and beliefs in conflict situations
  • Use effective communication techniques to resolve conflict
  • Be aware of the assertive communication style
  • Understand the Thomas-Kilmann Instrument
  • Use problem solving and negotiation techniques to resolve conflict
  • Understand the role of a neutral third party in conflict resolution.



This course requires no previous training or experience.


Course duration

1 day


Further development

Handling Difficult Conversations

Emotional Intelligence

Negotiation Skills


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Professional Development Training


"Our suite of Professional Development programs are designed to ensure that your organisation’s key assets, your people, are appropriately skilled and capable of achieving maximum productivity in today's evolving workplace."   



Standard Course Information


  • Take home course manual
  • Facilitator led training
  • Qualified trainer
  • Certificate of Attendance for participants
  • Morning & afternoon refreshments
  • Lunch

Training venue:

Cloisters Level 1, 863 Hay Street
Perth CBD
Additional information:

  • HR standard training day runs from 8.30am - 3.30pm
  • Wellness standard training day runs from 9am - 4pm
  • ½ day courses vary, please contact us for timings
  • Prices quoted are standard rates
  • Government and other discounts may apply and will be confirmed on invoice


Customised Solutions

We understand one size does not always fit all. Our team of qualified trainers can create a customised solution tailored to your specific needs.

We are happy to offer closed group sessions or additional dates as you require.

To discuss customisation training, simply call 08 9218 9059 or email


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