Difficult conversations

When conflict arises within or between organisations this can impact on progress and working relationships. This course is aimed at public sector staff to help gain confidence in addressing difficult issues and to work with partners more effectively over contentious issues. Participants will explore the nature of conflict, its position in the workplace and working in partnership. A range of models, tools and techniques will be introduced to develop understanding of conflict situations and develop skills in this area. Participants will have the opportunity to take part in practical skills-based exercises, including realistic and challenging role-plays. Participants will learn about Focussed Conversations, Solutions Focus Coaching overview and Challenging Difficult Behaviour Assertively.

Duration 2 days

Target audience

Managers/participants in groups who come across contentious issues in partnerships and teams. Anyone who manages staff and needs to tackle difficult subjects (eg issues of performance). The person who finds him/herself avoiding difficult situations, but knows that work and effectiveness is affected.

Learning aim

To build confidence in addressing difficult issues, to move through conflict to achieve better working relationships

Learning objectives

• Explore the nature of conflict, and its position in the workplace and working in partnership
• Delegates identify their own workplace conflicts focussing on what they want to change or strengthen ways in which they can confidently work with conflict
• Introduce models, tools and techniques to develop understanding of conflict situations and develop skills, including an overview of the process of mediation
• Delegates will participate in practical skills based exercises, including realistic and challenging role-plays

Learning outcomes

By the end of the course, participants will be able to:

• Understand the nature of conflict, and its position in the workplace and working in partnership
• Identify the signs of conflict and apply some new mediation skills and conflict resolution principles when managing conflict
• Work more assertively, impartially and effectively when directly involved in difficult working relationships or with contentious issues
• Feel more confident in challenging staff/team members appropriately and constructively on performance issues
• Localise and address conflicts before they escalate
• Know when to look at other processes
• Support change during difficult times
• Identifying Behavioural Styles (DISC)