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Changing Behaviours, Improving Mindset, Boosting Energy

Dealing with Conflict and Complaints


Half day workshop


At some point or another, we are bound to experience conflict at work. Whether it be with a colleague, a leader, a client or supplier, it is always unpleasant and something most people try to avoid. This workshop enables participants to realise that the conflict itself is not the problem; the issues result from the way people handle conflict. By learning skills to deal with difficult situations and behaviours in a direct but non-confrontational way, participants will leave this session with more confidence, will be more assertive in their approach, and will be able to deal with any conflict situation constructively.


  • Ability to deal with conflict situations with maturity and sensitivity.
  • Increased confidence and control when faced with conflict.
  • Developed skills to turn conflict and complaints into relationship building opportunities.


  • Common scenarios for conflict
  • Understanding why conflict arises
  • Eliminating the cause of conflict
  • Styles for managing difficult situations and behaviours
  • The 5 steps to dealing with complaints
  • Turning complaints into opportunities
  • The right intention: bringing out the best in people

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