Date(s) - 11/01/2019 - 14/12/2019
8:30 am - 5:30 pm

The next Having Difficult Conversations Course will run in 2019.

Spaces fill up quickly so please book early.


Part 1: Identifying the Issue

A problem can’t be fixed until you know exactly what it is and what’s causing it. During the first part of our conflict resolution training, delegates will learn the nature of conflict, and the various sources of conflict that are common in a workplace environment.

Using a range of techniques including roleplay and sharing experiences in a confidential environment, the group will examine past examples, their own behaviours and the motivations of others to understand how conflicts start and escalate.

Part 2: Coming to a Resolution

In the second part of this course, delegates will experience a range of conflict resolution techniques for use in various situations. Focus will be on developing the skills needed in the workplace such as active listening, focussed, non-judgemental questioning and open and honest communication to prepare participants for conversations they find difficult. Topics such as mastering emotions when dealing with personal criticism and aggression will also be covered, along with barriers to good conflict resolution.

Later, participants will practice their techniques, so they can develop new skills in a safe space to help them manage conflict professionally and confidently.

Conflict Resolution Training Course Aim:

To improve the communication process and communication skills within the workplace and support participants to prepare for conversations they find difficult.


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

– Identify the types of conversations they find difficult to deal with
– Describe barriers to communication and how to overcome these
– Explain how to build rapport with others
– Recognise the importance of listening and not making assumptions
– Describe how to make communication clear and the importance of clarity
– Understand that what is meant is not always what is understood (intention v perception)
– Recognise the importance of asking open questions to clarify understanding
– Describe a process for working through problems avoiding a blame culture
– Prepare for and conduct a difficult conversation

Although delegates will leave the course ready to re-enter their workplace, attendance on the course means that PJW’s professional team are on hand at times when these conversations are needed, to be someone to turn to for support and guidance.