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Leadership and Management

Managing Conflicts and Difficult Situations

For managers who have to handle the situations most people avoid. Delegates work through the conversation nobody wants to have, disagreement between team members, a complaint about a colleague, behaviour that is not quite a disciplinary matter but cannot continue, and the person who becomes aggressive when challenged. The course covers preparation, structure and language for each, and the judgement of when to handle something informally and when the informal route has run out. Delegates practise on realistic scenarios and receive direct feedback on how they come across, which is usually the most useful part.

3 day courseRegister NowRequest Proposal

Course objectives

  • Prepare and structure a conversation you would rather avoid
  • Address behaviour that is not yet a disciplinary matter
  • Handle disagreement between team members without taking sides prematurely
  • Respond to aggression or emotional escalation safely
  • Judge when the informal route has run out
  • Choose language that addresses behaviour rather than character
  • Follow up so a resolved situation stays resolved

Who should attend

  • Managers, supervisors and team leaders
  • Human resources practitioners
  • Project managers
  • Customer facing staff handling escalation
  • Anyone required to address behaviour at work

Course outline

  1. 01The situations managers avoid, and the cost of avoiding them
  2. 02Preparing for a difficult conversation
  3. 03Structure and language: behaviour rather than character
  4. 04Disagreement between team members
  5. 05Handling a complaint about a colleague
  6. 06Aggression, escalation and personal safety
  7. 07When the informal route has run out
  8. 08Follow up and making resolution stick

Scheduled sessions

Scheduled sessions for Managing Conflicts and Difficult Situations
DatesVenueFormatPriceRegister
7 to 9 September 2026Gaborone, BotswanaClassroomR11,995 per delegateRegister Now
17 to 19 September 2026Victoria, SeychellesClassroomR11,995 per delegateRegister Now
21 to 23 September 2026Nairobi, KenyaClassroomR11,995 per delegateRegister Now

Managing Conflicts and Difficult Situations

From R11,995

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