Award Crest
York College

Dealing with Conflict at Work

In every work environment we all have to deal with difficult situations involving customers, suppliers or colleagues, be they our bosses, our peers or within the teams that we lead and manage.

Because every situation is different we all need to develop a range of approaches that we can use to deal with them effectively, resolving them in the best possible way for all concerned.

This workshop has been designed to present and discuss different types of conflict and explore a range of appropriate approaches.

Importantly, it provides a range of exercises to allow delegates to try out different approaches in a safe but challenging environment, to see what works best for them as individuals.


9th February 2018

Programme Delivery

This course will run 9.00am to 5.00pm at York College.


The cost for this course will be £95.

Programme Content

The following topics will be covered:

Understanding conflict

  • What we mean by conflict
  • Why conflict is an inevitable part of the work environment
  • Why conflict can be both useful and positive

Understanding people

  • Different behaviours
  • Different personas

Organisational requirements

  • Processes
  • Delegated authority
  • Learning

Approaches for dealing with conflict

  • Analysing each situation
  • Learning how to listen
  • Working toward a shared outcome

Particular challenges

  • Bosses
  • Peers
  • Team members
  • Customers

Ways to develop your skills further

Course Objectives:

Participants will learn how to:

  • Improve their confidence in dealing effectively with conflicts
  • Apply approaches best suited to the specific situation and person
  • Work toward shared, positive outcomes where possible
  • Further develop their abilities in the future

Programme Assessment

Continual checking of knowledge and understanding through group discussions and question, plus several exercises to ensure that the delegate is meeting all of the learning objectives.

Programme Delivery: One day workshop

To book please call: 01904 770368 or email This email address is being protected from spambots. You need JavaScript enabled to view it.

Please contact us to discuss this programme and all your company’s training and development requirements.

Course Enquiry

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