Address
Level 8/25 Restwell Street, Bankstown NSW 2200, Australia
Business Hours
Monday to Friday: 10AM - 6PM
Weekend: CLOSED
Conflict Communication- Turning Disagreements Into Productive Outcomes
Turn workplace disagreements into productive conversations. This practical, self-paced course helps you understand why conflict happens, recognise and adapt to different communication styles, listen actively, manage emotions and de-escalate tension, using techniques such as reframing language to reduce defensiveness. You’ll also learn to guide team discussions that turn conflict into better ideas and outcomes.
Duration
2 Days (12 Hours)
Modules
6 Modules
Course type
SoftSkills
Course Overview
The course equips professionals to understand conflict, recognize communication styles, listen actively, regulate emotions, de-escalate tension, and turn disagreement into productive dialogue. It covers perception, team and leadership dynamics, empathy, paraphrasing, nonverbal cues, questioning, common-ground building, collaborative problem-solving, fairness, innovation-focused facilitation, and post-conflict reflection. Learners gain practical frameworks to manage their own reactions, adapt to others, and build conflict-positive cultures where disagreements strengthen relationships, improve decisions, and drive healthier, more effective workplace outcomes across teams, leaders, and everyday professional interactions.
Before You Begin
- Ability to engage in conversations, express ideas clearly, and understand others.
- Openness to examine personal emotions, behaviors, and conflict habits.
- Some exposure to workplace, group, or leadership interactions where conflict may arise.
Key outcomes
- Explore why conflicts arise in the first place, including differences in values, perceptions, emotions, and past experiences.
- Learn to recognize five key conflict styles—avoider, accommodator, competitor, compromiser, and collaborator—and understand their strengths and weaknesses.
- Learn how to truly listen—not just to respond, but to understand. This helps uncover the real issues beneath the surface and builds trust, making others feel heard and reducing defensiveness in conversations.
- Gain tools to control your emotional reactions, especially in high-pressure moments.
- Instead of avoiding or “winning” conflicts, you’ll learn how to transform them into opportunities for collaboration and innovation.
What You’ll Learn
6 modules
1Module 1: The Nature of Conflict – Understanding the Dynamics of Disagreement
1. Why Conflict Happens – The Psychology of Conflict and How Differences Lead to Disagreement
2. The Role of Perception – How Our Backgrounds, Values, and Emotions Shape Conflict
3. Conflict in Teams vs. Conflict in Leadership – Differences and Nuances in Conflict Dynamics
4. The Hidden Potential of Conflict – Reframing Disagreement as an Opportunity for Innovation and Growth
2. The Role of Perception – How Our Backgrounds, Values, and Emotions Shape Conflict
3. Conflict in Teams vs. Conflict in Leadership – Differences and Nuances in Conflict Dynamics
4. The Hidden Potential of Conflict – Reframing Disagreement as an Opportunity for Innovation and Growth
2Module 2: Conflict Communication Styles – Recognizing and Adapting to Different Approaches
1. The Five Conflict Styles – Understanding the “Avoider,” “Accommodator,” “Competitor,” “Compromiser,” and “Collaborator”
2. Identifying Your Style – A Self-Assessment to Discover Your Default Response to Conflict
3. Adapting Your Style for Productive Communication – Flexing Your Style to Suit the Situation
4. Reading Other People’s Styles – How to Identify the Conflict Styles of Others and Adapt Your Approach
2. Identifying Your Style – A Self-Assessment to Discover Your Default Response to Conflict
3. Adapting Your Style for Productive Communication – Flexing Your Style to Suit the Situation
4. Reading Other People’s Styles – How to Identify the Conflict Styles of Others and Adapt Your Approach
3Module 3: Active Listening – The Art of Listening to Understand, Not to Respond
1. Active vs. Passive Listening – The Difference and Why Active Listening is Crucial in Conflict Resolution
2. Listening with Empathy – How to Hear Both the Words and the Emotions Behind Them
3. Paraphrasing and Reflection – Techniques to Confirm Understanding and Show Empathy
4. Non-Verbal Listening – How Body Language, Facial Expressions, and Tone Play a Role in Conflict Communication
2. Listening with Empathy – How to Hear Both the Words and the Emotions Behind Them
3. Paraphrasing and Reflection – Techniques to Confirm Understanding and Show Empathy
4. Non-Verbal Listening – How Body Language, Facial Expressions, and Tone Play a Role in Conflict Communication
4Module 4: Emotional Intelligence in Conflict – Managing Your Emotions and Others’
1. The Role of Emotions in Conflict – Understanding How Emotions Influence Decisions and Behaviors
2. Emotional Self-Regulation – How to Manage Your Emotions to Stay Calm and Focused
3. Empathy and Validation – Using Empathy to Calm Tense Situations and Build Rapport
4. De-Escalation Techniques – Practical Steps to Reduce Emotional Intensity in the Moment
2. Emotional Self-Regulation – How to Manage Your Emotions to Stay Calm and Focused
3. Empathy and Validation – Using Empathy to Calm Tense Situations and Build Rapport
4. De-Escalation Techniques – Practical Steps to Reduce Emotional Intensity in the Moment
5Module 5: Turning Disagreement Into Dialogue – Techniques for Productive Conversations
1. Reframing Negative Language – Turning “You” Statements into “I” Statements to Reduce Defensiveness
2. The Power of Questions – How to Ask Questions That Guide the Conversation Toward Resolution
3. Finding Common Ground – Identifying Shared Goals and Values Even in Disagreement
4. Collaborative Problem-Solving – Techniques for Working Together to Find a Mutually Acceptable Solution
2. The Power of Questions – How to Ask Questions That Guide the Conversation Toward Resolution
3. Finding Common Ground – Identifying Shared Goals and Values Even in Disagreement
4. Collaborative Problem-Solving – Techniques for Working Together to Find a Mutually Acceptable Solution
6Module 6: Conflict in Leadership – Leading with a Calm, Constructive Approach
1. Neutrality and Fairness – How to Remain Impartial While Facilitating Conflict Resolution
2. Guiding Team Conversations – How to Lead Discussions That Turn Conflict into Innovation
3. Creating a Conflict-Positive Culture – How to Foster a Work Environment Where Conflict Is Viewed as an Opportunity for Growth
4. Post-Conflict Reflection – How to Assess the Conflict Resolution Process and Learn from It to Prevent Future Issues
2. Guiding Team Conversations – How to Lead Discussions That Turn Conflict into Innovation
3. Creating a Conflict-Positive Culture – How to Foster a Work Environment Where Conflict Is Viewed as an Opportunity for Growth
4. Post-Conflict Reflection – How to Assess the Conflict Resolution Process and Learn from It to Prevent Future Issues
Certification & Credentials
Certificate track
2 Days (12 Hours)
High-Quality Video Lessons
Digital courseware, e-books & audio access
AI mentor support
Target Audience
Intended roles
- Conflict Resolution Facilitator
Learning Resources
Videos & Engaging Visual Content
Each module includes high-quality video content that makes learning more interactive, visual, and easier to understand.
Podcasts
Includes access to curated podcasts featuring experts in critical thinking, problem-solving, and decision-making.
Audiobooks
To support flexible learning, the course offers audiobooks that cover key topics in critical thinking and problem-solving.
E-Books
Access e-books that offer in-depth coverage of key concepts and techniques.
Frequently asked questions
What causes most workplace conflicts?
Most conflicts arise from differences in values, perceptions, communication styles, and emotional triggers. Misunderstandings and unmet expectations often escalate small issues into larger disagreements.
How can I improve my listening skills during conflict?
By practicing active listening techniques such as paraphrasing, asking clarifying questions, and paying attention to emotions and non-verbal cues.
What is the best way to reduce defensiveness in conversations?
Using “I” statements instead of “you” statements helps express concerns without blaming others, making the conversation more constructive.
How can conflicts be turned into productive outcomes?
By focusing on shared goals, asking the right questions, and using collaborative problem-solving approaches to find mutually beneficial solutions.
How do I stay calm during a heated disagreement?
Using emotional regulation techniques like deep breathing, pausing before responding, and reframing negative thoughts can help maintain composure.
| Duration | 2 Days (12 Hours) |
|---|---|
| Modules | 6 Modules |
| Course type | SoftSkills |
| Category | SoftSkills |
| Intended roles | Conflict Resolution Facilitator |
| Prerequisites | Ability to engage in conversations, express ideas clearly, and understand others., Openness to examine personal emotions, behaviors, and conflict habits., Some exposure to workplace, group, or leadership interactions where conflict may arise. |
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