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Conflict Resolution

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Summary

Conflict Resolution Training is a practical and engaging conflict resolution training programme designed to help participants manage conflict constructively, handle difficult conversations with confidence and build positive working relationships.

Conflict is a normal part of working life and can arise whenever people have different opinions, expectations, priorities or needs. The course helps participants understand the factors that contribute to conflict, recognise the emotional impact of disagreement and develop practical techniques that support effective resolution.

Participants explore the difference between conflict and disagreement, learn how emotions can influence behaviour and consider how focusing on what is within their control can improve outcomes. The programme introduces a range of conflict management approaches, including assertive communication, active listening, questioning techniques and collaborative problem-solving.

The course also explores why people often see situations differently and how understanding another person’s perspective can help reduce tension and create opportunities for resolution. Participants develop skills in building rapport, managing emotions, identifying underlying needs and finding solutions that work for everyone involved.

Using practical examples, discussion and reflection, delegates learn a simple and effective framework for resolving conflict, handling challenging situations and knowing when it is appropriate to seek additional support.

This course complements our Primary Care Leadership Training pathway and links particularly well with Coaching Essentials for Managers, Supervisory & Leadership Skills and Leading in Primary Care, where communication, coaching and leadership behaviours play a key role in managing workplace relationships.

Aims

This practical programme helps participants develop the confidence, skills and approaches needed to manage conflict constructively and improve working relationships.

  • Understand the causes of conflict and recognise how emotions can influence behaviour
  • Explore the difference between disagreement, difficult conversations and conflict
  • Develop greater awareness of personal responses to conflict situations
  • Understand the importance of focusing on what can be controlled and influenced
  • Explore different conflict management styles and when each approach may be appropriate
  • Develop assertive communication skills that balance personal needs with respect for others
  • Strengthen active listening and questioning techniques
  • Learn how to build rapport and understand different viewpoints
  • Recognise the importance of identifying underlying needs, concerns and interests
  • Use a practical three-stage framework for resolving conflict and difficult conversations
  • Develop strategies for de-escalating challenging situations
  • Understand when it is appropriate to seek support or escalate concerns
  • Reflect on conflict situations and identify opportunities for learning and improvement

By the end of the programme, participants will have a range of practical tools and techniques that can be applied immediately to help manage conflict, improve communication and build more effective workplace relationships.

Participants wishing to further develop leadership, communication and coaching skills may also be interested in our Leading in Primary Care, Supervisory & Leadership Skills and Coaching Essentials for Managers programmes.

How Long Is The Course?

This Conflict Resolution Training programme is typically delivered as a half-day interactive workshop, although content and duration can be adapted to meet organisational requirements.

The course combines practical teaching, discussion, reflection and workplace examples to help participants develop confidence in managing conflict and difficult conversations.

Delegates explore conflict management styles, assertive communication, active listening, questioning techniques, collaborative problem-solving and approaches to de-escalating challenging situations. Participants also learn a practical framework that can be applied immediately within workplace and patient-facing environments.

Throughout the session, delegates are encouraged to reflect on real situations, share experiences and identify practical actions that can be used to improve communication, strengthen relationships and resolve conflict more effectively.

This course complements our wider Primary Care Leadership Training pathway and supports the development of communication, leadership and coaching skills across healthcare settings.

Who Should Attend?

This programme is suitable for anyone who wants to develop greater confidence and skill in managing conflict, handling difficult conversations and maintaining positive working relationships.

  • Practice Managers
  • Deputy Practice Managers
  • Assistant Practice Managers
  • Primary Care Network Managers
  • Team Leaders
  • Supervisors
  • Reception and Administration Teams
  • Care Navigation Staff
  • Clinical Team Leaders
  • Project Leads
  • Primary Care Network Clinical Directors
  • GP Partners
  • Healthcare professionals working in patient-facing roles
  • Anyone responsible for managing people, supporting teams or resolving workplace challenges

The course is particularly valuable for individuals who regularly deal with challenging situations, differing viewpoints, complaints, difficult conversations or workplace disagreements and want to develop practical approaches that improve outcomes whilst maintaining positive relationships.

Those wishing to strengthen wider leadership and communication skills may also be interested in our Supervisory & Leadership Skills, Leading in Primary Care and Coaching Essentials for Managers programmes.

Additional Information

The full course curriculum is detailed below.

Understanding Conflict

  • Exploring what conflict is and why it occurs
  • Understanding the difference between disagreement, difficult conversations and conflict
  • Recognising the role of emotions in conflict situations
  • Reflecting on personal experiences of conflict and their impact
  • Identifying behaviours that can help or hinder resolution

Focusing on What You Can Control

  • Understanding the Circle of Control and Circle of Influence
  • Recognising what is within your control during conflict situations
  • Exploring how behaviours, attitudes and communication can influence outcomes
  • Reducing unhelpful focus on factors outside your control
  • Developing a more constructive and solution-focused mindset

Needs, Interests and Emotional Drivers

  • Exploring the needs and interests that sit behind conflict situations
  • Understanding why people respond differently to challenge and disagreement
  • Recognising emotional, practical and process-related concerns
  • Identifying what matters most to those involved in a conflict
  • Using empathy to better understand different perspectives

Assertive Communication Skills

  • Understanding the difference between passive, assertive and aggressive communication
  • Developing confidence in expressing views respectfully and clearly
  • Balancing personal needs with consideration for others
  • Using assertive language and behaviours to manage challenging situations
  • Building confidence in difficult conversations

Conflict Management Styles

  • Exploring the Thomas-Kilmann conflict management model
  • Understanding competing, collaborating, compromising, accommodating and avoiding approaches
  • Recognising personal preferences when dealing with conflict
  • Understanding when different conflict styles may be appropriate
  • Developing flexibility in responding to different situations

Understanding Different Viewpoints and Perceptions

  • Recognising how people can experience the same situation differently
  • Exploring perceptual positions and alternative viewpoints
  • Developing greater curiosity and understanding during disagreement
  • Reducing assumptions and judgement
  • Building stronger relationships through perspective-taking and empathy

A Practical Framework for Conflict Resolution

  • Learning a simple three-stage conflict resolution process
  • Seeking first to understand through listening, observation and questioning
  • Building rapport and acknowledging facts, feelings and concerns
  • Clearly expressing your own position and perspective
  • Working collaboratively to identify options and agree a way forward

Managing Difficult Conversations

  • Preparing for challenging discussions
  • Using questioning and listening techniques effectively
  • Handling objections and concerns constructively
  • Finding solutions that work for all parties where possible
  • Maintaining professionalism during emotionally charged situations

De-escalation, Boundaries and Seeking Support

  • Recognising when situations are escalating
  • Using de-escalation techniques to reduce tension
  • Understanding professional boundaries and personal safety considerations
  • Recognising when it is appropriate to seek additional support
  • Knowing when to escalate concerns or pass situations to others

Learning from Conflict

  • Reflecting on conflict situations and outcomes
  • Identifying opportunities for learning and improvement
  • Considering what worked well and what could be done differently
  • Supporting personal resilience and professional development
  • Using conflict experiences to strengthen future communication and relationships

Throughout this Conflict Resolution Training programme, participants explore practical examples and real-world scenarios to develop the confidence and skills needed to manage conflict effectively, improve communication and build stronger working relationships.

This course complements our Supervisory & Leadership Skills, Coaching Essentials for Managers, Leading in Primary Care and Communication & Patient Experience Training programmes.

Delegate Feedback

Conflict Resolution
SE Combined Client - 4th June 2026

4 delegates completed evaluations, each scoring 4 domains out of 6

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