Leadership and ManagementManaging 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.
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
- 01The situations managers avoid, and the cost of avoiding them
- 02Preparing for a difficult conversation
- 03Structure and language: behaviour rather than character
- 04Disagreement between team members
- 05Handling a complaint about a colleague
- 06Aggression, escalation and personal safety
- 07When the informal route has run out
- 08Follow up and making resolution stick
Scheduled sessions
| Dates | Venue | Format | Price | Register |
|---|---|---|---|---|
| 4 to 6 November 2026 | Online | Online | R6,500 per delegate | Register Now |
| 30 December 2026 to 1 January 2027 | Durban, South Africa | Classroom | R14,950 per delegate | Register Now |
| 15 to 17 February 2027 | Johannesburg, South Africa | Classroom | R14,950 per delegate | Register Now |