Composure and Competence in Conflict

Course Aims:

Some jobs require us to cope with expected or unexpected verbal confrontation. Have you ever felt attacked with words, expressions, or emotions? What do you do when an individual or groups response seems designed to upset you, to throw you off balance, or make you lose your cool? This course is for anyone who finds themselves working with and influencing people who may be angry or upset.

Course Objectives:

At the end of this course delegates will be able to:

  • Manage their career in a way that really works for them.
  • Proactively look for and make the most of opportunities to further their career.
  • Understand and put into practice the skills to give them career choices so they remain motivated to achieve and fulfilled in their work life.
  • Build relationships and network effectively.


  • 1 day/In house or consultant facilitated virtual course / online training session(s)

Course Contents:

  • How conversations go wrong.
  • Our brain and threat. How it can make things worse!
  • Calm yourself in conflict: Box Breathing and Inner Smiles
  • How Intent Setting and conveying positive intent helps
    others feel safe. Dialogue – Debate mindsets.
  • Noticing my own style under stress (how we ‘go wrong’
    when emotions take over).
  • Prepare for the Worst: conduct an accusations audit
  • How people can destabilize us. Leg Lifters and bait.
  • Regaining Balance under pressure.
  • Reframing Difficult Emotions (BLINK)
  • Monitoring the Conditions: How to spot the red-flags that
    suggest a conversation is going off-track.
  • Techniques to get back on course: Apologies, Don’t-Do
    statements, Stepping-Out
  • How hostage-negotiators use supportive (not combative)
    listening, tactical empathy, labels, AMPP, and ‘Yes, and”
    technique to reset and move things forward.
  • How questions to elicit the other person’s story, needs,
    and perspective can change a conversation.
  • Reduce conflict: ask questions to get them to say “No!”
  • Dealing with difficult or impossible demands: How am I supposed to do that?
  • Transferring learning back to the workplace       


We are a leading edge provider of leadership and management development interventions, talent assessment services and formal training courses.
Our Offers
Covid 19 has certainly brought its own challenges but there are opportunities too. We specialise in face to face training that is engaging, integrated and business relevant. The majority of our courses can also be delivered virtually. We believe that good leaders recognise the importance of investing in their people especially during tough times so please look at our offers page to find out how we can support you.