Communication & Interpersonal Skills

How to Handle Difficult People: Managing Conflict Resolution | Managing Cultural Diversity

Resolve disagreements constructively before they become bigger problems.

Learn to manage workplace disagreements before they escalate into serious conflicts. This practical 12-hour course introduces four key phases of managing disagreement and explores effective approaches to resolving difficult situations. Participants develop the skills and confidence to communicate constructively, handle challenging interactions and work towards positive resolutions.

12-Hour Instructor-Led Training Program
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About This Course

Disagreements are a natural part of working with others, but when they are not managed effectively, they can damage relationships, reduce productivity and create unnecessary stress in the workplace.

This practical course introduces participants to the principles of constructive conflict management. Participants explore common mistakes in handling disagreements, examine strategies for resolving difficult situations and learn how to recognize potential conflicts before they escalate.

Through self-assessment, discussion and realistic workplace scenarios, participants explore four important phases of managing disagreement: diagnostic exploration, planning, preparation and implementation. The course also develops confidence in communicating with challenging individuals and negotiating solutions between employees with differing views.

Learning Objectives

This course is designed to help participants:

  1. Understand the basic principles of managing workplace conflict and disagreement constructively.
  2. Recognize inappropriate approaches to managing disagreements and understand why they may make conflicts worse.
  3. Identify and apply practical strategies for resolving disagreements effectively.
  4. Develop negotiation skills to help employees with differing views reach constructive agreements.

Topics Covered

  • Understanding conflict management in the workplace
  • The four phases of managing disagreement:
    • Phase 1: Diagnostic Exploration
    • Phase 2: Planning
    • Phase 3: Preparation
    • Phase 4: Implementation

Supporting Training Resources

The existing course includes practical exercises, workplace conflict scenarios and self-assessment activities designed to help participants understand and manage disagreements more effectively.

  • The Bull and the Matador
  • Workplace Conflict Scenarios
  • Conflict Resolution Questionnaire
  • Stress Test
  • Who Is the Difficult Person?
  • The Life Event Stress Test Handout
  • Review Materials
  • Examination with Answer Key

These resources encourage participants to examine their own responses to disagreement, recognize sources of workplace tension and practice constructive approaches to conflict resolution.

Final contents of the Training-to-Go package, including any third-party materials, are currently being reviewed.