Conflict Resolution & Managing Difficult Conversations

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This half-day course is designed for leaders, managers, and practitioners who need to manage conflict constructively and support positive working relationships. It focuses on understanding why conflict arises, how it escalates, and the practical role mediation can play in resolving issues early and effectively.

Participants will explore structured approaches to conflict resolution and mediation, with an emphasis on professionalism, fairness, and maintaining working relationships. The session is practical and scenario-based, reflecting real workplace challenges across the public sector.

• 3 CPD Points
• Certificate of Attendance issued

By the end of the session, participants will be able to:

Recognise the early signs of conflict and understand common causes

Prepare for and structure difficult conversations effectively

Use practical techniques to manage emotions and de-escalate tension

Address issues confidently while maintaining professionalism and respect

Resolve conflict in a way that supports safety, wellbeing, and performance