Course Details

Single-day course, Personal communication skills, Workplace communication skills, Executive communication skills

Resolving conflict



Course venue

ISOC London
13 Grosvenor Place | Floor 3

Course dates

Venue Location

GBP 545

per individual
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This course is usually delivered by one of the following trainers:

  • A one-day course aiming to equip you with the strategies, tools and techniques for effective conflict resolution

    Course outline

    A one-day course covering the nature of conflict then tools, techniques and skills to ensure effective resolution.

    Conflict in the workplace is inevitable – with team members, colleagues, with suppliers, with clients. “Leaving it to resolve itself” will often have a detrimental effect on personal and team morale and performance. Managing conflict effectively will obviously improve relationships and teamwork capability – other benefits include greater synergy, better results, less chance of good staff leaving, the list goes on!  This course will help you to identify causes of conflict at work, then choose from a range of strategies to resolve them. We will also explore conflict as a healthy option, to produce positive change, which may lead to unity and promote stronger working relationships. 

    Who should attend

    This course is designed initially for team or project leaders, although the principles, strategies, tactics and skills can all be used when conflict arises with customers, suppliers or other stakeholders. The course will therefore have wide appeal and value to many people in a range of situations.


    This course covers the collowing modules:

    • Understanding conflict and behaviour
    • Understanding yourself and others
    • Strategies and skills for resolving conflict
    • Addressing and resolving conflict inside and outside the team

    About this course

    This is not a knowledge-input-only programme. It is a highly interactive course where you will learn more about the drivers, beliefs and actions of yourself and others. It is a highly practical, vocational, how-to programme based around real-world tools, checklists and processes that will be immediately useful to you back in your day job. As you reflect on our discussions and activities you will build an action list for future change. You will not be forced to reveal any personal elements of your journey towards greater self-awareness and influence over others.

    This course comprises four modules each covering a set of key concepts and skills. Within each module, best practice and key concepts are covered off in a concise briefing, followed by a range of stimulating learning activities like team workshops, group discussions and topical case studies.

    Learning outcomes

    After this course, you will be able to:

    • Understand how to recognise conflict, apparent or potential
    • Better understand the motivations and behaviour of yourself and others
    • Be able to give and receive constructive feedback
    • Draw on 5 strategies for resolving conflict
    • Be equipped to follow a model for conflict resolution
    • Use strategies and tactics for managing conflict
    • Recognise and react appropriately to certain behaviour-types
    • Understand the stages in facilitating confrontation and reconciliation


    Understanding conflict and behaviour

    This module covers the nature and signals of conflict and how you can use your behaviour to create a climate where conflict is less likely to arise.

    • The nature of conflict and its potential for damage
    • Typical conflicts at work
    • Common causes of conflict
    • The dimensions of conflict
    • Determinants of a healthy working climate
    • Understanding and using your behaviour
    • Helpful and unhelpful behaviours – verbal and non-verbal

    Understanding yourself and others

    This module explores different character-types and the powers you have to influence others’ thinking and behaviour.

    • Knowing yourself as others see you
    • Transactional analysis and ego-states
    • Assertiveness strategies
    • Assertiveness tools and techniques
    • Feedback – ‘The breakfast of champions’
    • Giving and receiving constructive feedback

    Strategies and skills for resolving conflict

    This module covers the importance of adopting the right approach to resolving different types of conflict and the skills to support the conflict resolution model.

    • 5 strategies for managing conflict
    • Benefits and dangers of the different strategies
    • A conflict resolution model
    • Issues influencing the style of conflict resolution
    • The skills required for negotiating conflict
    • Improving questioning and listening skills to explore causes of conflict

    Addressing and resolving conflict inside and outside the team

    This module covers the critical confrontation stage then develops all you have learned today towards ensuring a satisfactory conclusion, conflict resolved. 

    • Confronting conflict with team members
    • Ensuring you are part of the solution, not part of the problem
    • Facilitating conflict confrontation and resolution
    • Identifying conflict with customers, suppliers and stakeholders
    • Using the strategies, tactics and skills to best effect
    • Exploring conflict as a healthy option, a driver for change


    Course format


    This course is heavy on reality and light on theory. Your trainer will introduce the concepts clearly, then focus on real-world skills that connect the big picture to your job. Courses are updated regularly and trainers are active in the industry so your knowledge will be fresh and relevant.


    Training consists of concise briefings on best practice, backed up by interactive learning activities like workshops, role-plays, case study analysis, coaching, brainstorms and structured group discussions. You will not sit passively through long lectures.


    This course is interesting, intellectually stimulating and delivered in a relaxed and professional style.


    All ISOC trainers are hands-on communication professionals with at least 15 years of experience. We don’t employ academic teachers – we insist on good-humoured enthusiasts who will inspire your creativity.


    This course is delivered in an executive boardroom format, not classroom-style, and in a small group no larger than eight people. You will get personal attention for the issues that matter to you. It’s also a great chance to network and share experience.

    Quality assurance

    About ISOC

    We have headquarters in London and a training centre in Dubai. We train communicators at all levels, from press officers to prime ministers. ISOC is owned and managed by Pinnacle International, the world’s largest specialist communications and PR training company. As well as public courses, we provide private and customised programmes including media interview training, presentation training, and multi-year multi-competency postgraduate programmes.

    Accredited by Edexcel

    Edexcel is the world’s largest provider of accredited qualifications and one of the UK’s largest examination boards. It is owned by Pearson, the world’s largest education company. Edexcel awards two million qualifications every year around the world and has 5,500 education partners in 110 countries.ISOC is an accredited Edexcel Centre (#90817). Edexcel has audited ISOC’s systems for the design, delivery and management of training and inspects us regularly to assure quality control of all aspects of training and assessment.

    The British Accreditation Council

    ISOC is also accredited by the British Accreditation Council, a UK Government-mandated training standards body. The BAC conducts annual quality assurance inspections and audits.

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