Defusing Hostility and Handling Conflict

Equip yourself with essential conflict resolution skills in our intensive 6-hour workshop on Defusing Hostility and Handling Conflict. Tailored for professionals seeking practical solutions, this course explores conflict triggers, stages, and management styles. Learn to decode verbal and...

  • Audience

    To use a mix of practical and reflective exercises to build a toolkit for helping to defuse conflict situations in the workplace.


    Questionnaire to be completed


    6 hours

    Delivery Method

    Face to face or Virtual
  • Course Objectives

    By the end of this workshop you will be able to:

    • Understand how conflict is triggered
    • State the stages of conflict
    • Identify your conflict management style
    • Know how to manage verbal and non-verbal communication
    • Recognise body language which might indicate conflict
    • Recognise ‘Red Rag phrases’
    • Observe conflict handling techniques and discuss their effectiveness in defusing hostility
    • Complete an Action Plan to take the learning forward

    Course Content

    • Defusing Hostility Questionnaire
    • The Stages of Conflict
    • Latent Conflict
    • Conflict Emergence
    • Conflict Escalation
    • Hurting (Stalemate)
    • De-escalation / Negotiation
    • Dispute Settlement