Managing Conflict & Difficult Behaviours

The programmes within this Management and Leadership pillar are not “off-the-shelf” courses. They are designed as a menu of development options that can be combined, adapted and shaped to reflect what is really happening in the day-to-day reality of managing people and performance. What is often framed as a need to “upskill managers” typically reveals a deeper challenge – clarity of role, consistency of behaviour, confidence in decision-making or the ability to lead through uncertainty.

These outlines are therefore best read as catalysts for discussion – prompts to help you reflect on how management is currently experienced across your organisation and what kind of development will genuinely change how people lead, support and hold others to account. In practice, the most effective solutions often draw on complementary elements from across our other pillars – Communication, Personal Development, Business Development and Senior-Level Leadership and Talent Development. Every intervention we deliver is built in partnership with you, around your culture, your people and the outcomes you need to achieve.

By the end of this programme participants will be able to:

• Identify common causes of workplace conflict and behavioural challenges
• Differentiate between constructive and destructive conflict
• Use active listening and clear communication to de-escalate tension
• Respond professionally to difficult behaviours
• Use structured conflict resolution techniques to achieve constructive outcomes
• Maintain self-control and support emotional regulation in others
• Encourage an environment of respect, accountability and positive behaviour

1. Understanding Conflict and Behaviour Challenges

• Sources of conflict and signs of escalation
• The role of leader behaviour in resolution

2. Communication for De-escalation

• Active listening and empathic responses
• Clarity, respect and constructive dialogue

3. Addressing Difficult Behaviours

• Identifying patterns and impact
• Practical strategies for behavioural improvement

4. Emotional Intelligence and Self-Management

• Managing emotional triggers with professionalism
• Supporting others to stay calm during conflict

5. Conflict Resolution Techniques

• Structured approaches to resolving disputes
• Encouraging accountability and shared solutions

6. Positive Team Culture and Prevention

• Reinforcing values-based behaviour
• Promoting open communication and early intervention

There are no specific prerequisites for this course.

Attendees may also be subsequently interested in

• Providing High Performance Feedback

Ideal for:

• Supervisors, managers and team leaders
• Those responsible for resolving conflict or supporting team dynamics
• Professionals seeking to improve communication and behaviour management

Applicable across all industries and leadership levels.