Defusing Hostility and Handling Conflict
COURSE
Topic Area
Course Length
6 hoursCourse Level
Course Preview
Audience
Managers and team leaders
HR and people teams
Customer-facing staff
Anyone facing workplace tension
Defusing Hostility Questionnaire
Self-assess your conflict tendencies and triggers before the workshop.
The Stages of Conflict
Understand how conflict moves from latent tension through to resolution.
Latent Conflict
Recognise underlying tensions before they surface as overt disagreement.
Conflict Emergence
Spot early signs of conflict emerging and how to address them quickly.
Conflict Escalation
Understand how disputes escalate and recognise ‘Red Rag phrases’ and body language.
Hurting (Stalemate)
Recognise when conflict is stuck in a hurting stalemate that benefits no one.
De-escalation / Negotiation
Apply verbal and non-verbal techniques to defuse hostility constructively.
Dispute Settlement
Reach durable resolution and create an action plan to apply your learning.
Course Outline
Learning Outcomes
- 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
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Capital Training is an LPI Gold Standard Accredited Learning Provider, recognised for delivering high-quality, impactful training. With over 30 years’ experience, we support organisations across the UK and beyond with trusted, professional development solutions.
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Enhancing Decision Making Skills in the Workplace
Make faster, clearer, better-judged calls at work. You will leave with practical frameworks to cut through bias, weigh options confidently and justify every decision you make.
Driving Successful Changes
Gain the mindset, confidence and practical tools to lead your team through change — engaging people, overcoming resistance, and embedding new ways of working that last.
Developing a Coaching Approach
Shift from directing to enabling. Learn core coaching skills and models that empower your people to take ownership, solve problems and grow in confidence.
Critical Thinking and Creative Problem Solving
Sharpen how you think — combine structured analysis with creative techniques to tackle complex problems, make confident decisions and generate practical solutions you can apply straight away.
Creative Problem Solving
Master a structured six-step approach to creative problem solving and decision making, giving you the tools and confidence to crack problems quickly and choose the best solution.
Creating Psychologically Safe Working Environments
Learn how to build trust, encourage open communication and create a team culture where people feel safe to speak up, challenge and grow.
Delegation Techniques
Gain the confidence and practical tools to delegate effectively, freeing your time, developing your people and driving stronger team performance and organisational growth.
Stakeholder Management: Influence, Engagement and Control
Develop advanced stakeholder management skills to navigate complex environments, influence without authority, and sustain effective engagement across the full project or change lifecycle.
Stakeholder Management Essentials
Build the skills to identify, analyse, and engage stakeholders effectively, driving better outcomes across projects, change initiatives, and operational delivery.
How to be Assertive
Develop the confidence to communicate clearly, set boundaries, and handle challenging interactions professionally while maintaining empathy and positive relationships.
