• General Description: 

In high-pressure environments, disagreements are inevitable. However, the difference between a high-performing team and a toxic one lies in how those disagreements are handled. This 1-day intensive course provides professionals with a practical toolkit to address tension early, de-escalate emotional situations, and lead difficult conversations with confidence. Participants will move away from avoidance or aggression, learning how to frame issues objectively and reach sustainable agreements that preserve professional relationships.

• Course Objectives: 

By the end of this 1-day course, participants will be able to:

• 1. Diagnose conflict styles and identify the most effective resolution strategy for different workplace situations.

  2. Master de-escalation techniques to manage high emotions—both their own and others'—during heated discussions.

  3. Plan and execute difficult conversations using a structured, fact-based framework to reduce defensiveness.

  4. Reach clear, actionable agreements on next steps to ensure the conflict does not resurface.

• Duration: 

1 Day (Face-to-Face) | 2 Sessions × 3 Hours (Virtual)

• Course Outline (1-Day Agenda):

Module 1: The Nature of Workplace Conflict

Module 2: The De-escalation Toolkit

Module 3: Leading the Difficult Conversation

Module 4: Framing & Sustainable Resolution