Conflict Management and Difficult Conversations

Programme Summary

Unresolved workplace conflict can weaken decisions, trust and service delivery. This programme develops practical skills for identifying the issues behind disagreement, preparing difficult conversations and seeking workable agreements. Participants practise respectful challenge, boundary setting and deescalation in realistic management cases, then document actions and escalation decisions that protect fairness, accountability and professional relationships.

Training Objectives

1 Improve understanding of workplace conflict patterns; 2 Strengthen preparation for difficult conversations; 3 Develop respectful questioning and deescalation skills; 4 Support fair agreements and clear boundaries; 5 Build appropriate escalation and followup practices.

Learning Outcomes

1 Separate conflict issues from personal assumptions; 2 Prepare a purposeful difficult conversation plan; 3 Demonstrate calm questioning and respectful challenge; 4 Agree actions responsibilities and review dates; 5 Identify situations requiring formal escalation.

Target Audience

Line Managers; Team Leaders; HR Officers; Project Managers; Customer Operations Supervisors.

Target Industries

Manufacturing; Healthcare Administration; Retail; Professional Services; Construction Management; Hospitality.

Course Contents

• Module 1 Understanding Workplace Conflict: Task relationship and process disagreements; Triggers escalation patterns and consequences; Productive challenge versus harmful conduct.
• Module 2 Preparation and Purpose: Facts evidence and competing interpretations; Desired outcomes boundaries and authority; Timing setting and support considerations.
• Module 3 Opening the Conversation: Clear purpose and respectful language; Describing behaviour without personal labels; Establishing ground rules and shared interests.
• Module 4 Listening and Exploration: Open questions and active listening; Testing assumptions and understanding concerns; Recognising emotions without abandoning accountability.
• Module 5 Deescalation and Boundaries: Calm responses and appropriate pauses; Managing defensiveness and unhelpful behaviours; Safety harassment and formal escalation triggers.
• Module 6 Options and Agreements: Generating workable and fair options; Negotiating responsibilities and practical commitments; Recording agreements and remaining differences.
• Module 7 Followup and Learning: Reviewing actions and changed behaviour; Addressing repeated or unresolved issues; Confidential records and appropriate referral.
• Module 8 Difficult Conversation Simulation: Conducting a structured conflict conversation; Agreeing actions and review arrangements; Reflecting on communication and judgment.

Assessment

• 40 single best answer questions, including applied scenarios; one mark per question.
• 60 minute invigilated digital examination with identity verification. Approved accessibility adjustments preserve the assessed competence.
• Supplied reference pack permitted; external internet and AI assistance prohibited.
• Individual applied assessment (45 minutes): Prepare and conduct a difficult conversation roleplay, then record an agreement or justified escalation with responsibilities and review dates.
• Assessment criteria: Separation of evidence from assumptions; Respectfulness and effectiveness of conversation skills; Appropriateness of agreements and escalation decisions.
• Pass each component separately: 30/40 written marks (75%) and at least 70% on the applied task.
• All mandatory criteria must pass: Escalate threats harassment or serious misconduct through appropriate channels.
• Individual results and feedback are provided. One reassessment may follow coaching under the published enrolment terms.

Certification

• Successful learners receive a TQCSI Arabia digital Certificate of Successful Completion.
• The certificate records the learner name, exact programme title, teaching hours, completion date and unique verification reference.
• Verified identity, full attendance and separate written and applied passes are required; all mandatory critical criteria must be met.
• Proposed issue target: within 30 calendar days of approved results and settlement of applicable fees.
• Records assessed workplace conflict conversation skills; it does not confer mediator status or authority to conduct formal investigations.
• Attendance confirmation may record completed hours for unsuccessful learners; it does not certify successful completion.

Programme Profile

Number of daysNumber of daysNumber of days

222

Total teaching hoursTotal teaching hoursTotal teaching hours

12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.

Delegates allowedDelegates allowedDelegates allowed

Maximum 20 delegates.Maximum 20 delegates.Maximum 20 delegates.

Training prerequisitesTraining prerequisitesTraining prerequisites

Workplace experience is recommended. The course addresses ordinary professional conflict; formal investigations, mediation credentials and emergency interventions are outside scope.Workplace experience is recommended. The course addresses ordinary professional conflict; formal investigations, mediation credentials and emergency interventions are outside scope.Workplace experience is recommended. The course addresses ordinary professional conflict; formal investigations, mediation credentials and emergency interventions are outside scope.

Pre course assignment and assessmentPre course assignment and assessmentPre course assignment and assessment

Review a fictional disagreement and identify facts, assumptions and desired outcomes during a 25 minute exercise.Review a fictional disagreement and identify facts, assumptions and desired outcomes during a 25 minute exercise.Review a fictional disagreement and identify facts, assumptions and desired outcomes during a 25 minute exercise.

End of course assessmentEnd of course assessmentEnd of course assessment

40 question written exam (60 minutes) and individual applied task (45 minutes).40 question written exam (60 minutes) and individual applied task (45 minutes).40 question written exam (60 minutes) and individual applied task (45 minutes).

Passing criteriaPassing criteriaPassing criteria

75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.