Conflict Management & Difficult Conversations

To give you the knowledge and skills to identify, intervene and mediate in existing conflicts in teams between parties, as well as de-escalate conflicts they are a part of. The course will also enhance your interpersonal communication skills, in order for you to explore difficult areas more effectively, such as poor performance or inappropriate behaviour.


Have you ever been part of a conflict, large or small? Maybe you did not even realize that you were part of a conflict until sometime later. Or have you ever been in a situation where you had to conduct a difficult conversation with an employee or colleague, regarding a delicate matter, such as poor performance or inappropriate behavior? More: Both conflicts and difficult conversations are a natural, and sometimes a necessary. part of team development, personal interactions and the organizational life in general. If they are not handled correctly, they can be destructive, prevent people and teams from achieving results, and in worst case, cause mental illness.

  • Conflicts and typical conflict escalations.
  • Constructive and destructive conflicts.
  • Conflicts management tools, including mediation.
  • Things to consider in preparation for a difficult conversation.
  • Maintaining relationships in conflicted settings.
  • How to behave assertively in conversations where the aims, needs and feelings of both parties are valued.
  • Case training and exercises.
  • Participant case studies.
  • Applying the feedback method SBI(A) in difficult conversations.
  • Indirect peer feedback, and/or video feedback.
  • Personal plan (“what will I do differently tomorrow”)

Upon completion of the course, the participants will:

  • Understand the meaning of conflict management and how typical conflicts escalate (early intervention).
  • Understand typical human reactions to conflicts.
  • Be able to apply and adjust own communication style to de-escalate the conflict.
  • Be able to act as a mediator between parties in a conflict.
  • Be able to analyze troublesome situations, arrange, plan and prepare a difficult conversation.
  • Be able to manage oneself and reactions, and protect personal integrity.
  • Be able to use an open questioning technique, active listening and adjust body language to the situation.