Handling Conflict with Confidence Training Course

Primary tabs

Course Language

This course is delivered in Polish or English.

Course Code


Duration Duration

14 hours (usually 2 days including breaks)

Overview Overview


Staff who need to be fully aware of the issues surrounding Conflict and how to deal with it with:

  • Their colleagues
  • Their bosses
  • Their internal and external customers and stakeholders

Format of the course

The course will be a highly-interactive combination of:

  • Facilitated Discussions
  • Slide Presentations
  • Exercises and
  • Case Studies

By the end of the course, delegates will be able to:

  • Understand conflict and its effect on ourselves and others
  • Define assertive and non-assertive behaviours
  • Appreciate the need for self-management before managing others
  • Develop capability in engaging conflict assertively
  • Build confidence through demonstrations and practical simulations

Course Outline Course Outline

Understanding Ourselves and Others

  • What makes us behave the way we do?
  • How can we understand which parts of this behaviour is acceptable – is required by our role in the business – and which parts are not acceptable?
  • How can we “adapt” behaviour to prevent the causes of conflict or to defuse conflict caused by others?
  • What do we mean by Effective Communication in potential and actual conflict situations?

Emotional Intelligence

  • Emotions and their consequences both in creating and in dealing with conflict
  • The importance of understanding our “EQ” (as opposed to the more-standard IQ)
  • The five stages of Goleman’s Emotional Intelligence model:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Why do we act / react in a certain way to colleagues and customers?
  • How can we build rapport with colleagues and customers?
  • What are the benefits of “True Rapport” in our inter-personal relationships?

Customer and Stakeholder Management

  • Satisfying Stakeholders
  • Stakeholder Analysis: internal and external stakeholders
  • Dealing with conflict in Customer and / or Stakeholder interactions


  • Aggressive v Assertive v Submissive
  • Benefits of Assertive Behaviour


  • The Confrontational Model – Fierce Conversations
  • The PRO Model: a template for planning and successfully undertaking Fierce Conversations

Handling Conflict

  • What causes conflict?
  • The Phases of Conflict Handling
    • Understanding the Conflict
    • Understanding your / the other person’s position in the conflict
    • Resolving the Conflict
  • Kilmann’s Five Conflict-Handling Modes – and how to apply them
  • Bridging the Gap

Guaranteed to run even with a single delegate!
Public Classroom Public Classroom
Participants from multiple organisations. Topics usually cannot be customised
From 3542PLN
Private Classroom Private Classroom
Participants are from one organisation only. No external participants are allowed. Usually customised to a specific group, course topics are agreed between the client and the trainer.
Private Remote Private Remote
The instructor and the participants are in two different physical locations and communicate via the Internet
From 10370PLN
Request quote

The more delegates, the greater the savings per delegate. Table reflects price per delegate and is used for illustration purposes only, actual prices may differ.

Number of Delegates Public Classroom Private Remote
1 3542PLN 10370PLN
2 2866PLN 6280PLN
3 2641PLN 4917PLN
4 2528PLN 4235PLN
Cannot find a suitable date? Choose Your Course Date >>
Too expensive? Suggest your price

Related Categories

Course Discounts

Course Venue Course Date Course Price [Remote/Classroom]
Building Web Apps using the MEAN stack Kraków, ul. Rzemieślnicza 1 Mon, 2016-10-24 09:00 14652PLN / 6440PLN
ITIL® Foundation Certificate in IT Service Management Zielona Góra, ul. Reja 6 Mon, 2016-10-24 09:00 4554PLN / 2320PLN
Apache Tomcat and Java EE Administration Warszawa, ul. Złota 3/11 Mon, 2016-10-24 09:00 5178PLN / 1894PLN
Market Forecasting Kraków, ul. Rzemieślnicza 1 Tue, 2016-10-25 09:00 5742PLN / 2714PLN
A Practical Guide to Successful Pricing Strategies Poznan, Garbary 100/63 Wed, 2016-10-26 09:00 3366PLN / 1883PLN
Design Patterns in C# Bielsko-Biała, Al. Armii Krajowej 220 Wed, 2016-10-26 09:00 3861PLN / 2130PLN
Creating and delivering presentations in Power Point (social skills workshop) Poznan, Garbary 100/63 Thu, 2016-10-27 09:00 3346PLN / 1414PLN
Agile Project Management with Scrum Kraków, ul. Rzemieślnicza 1 Wed, 2016-11-02 09:00 3386PLN / 1929PLN
Understanding Windows Communication Foundation (WCF) Szczecin, ul. Małopolska 23 Wed, 2016-11-02 09:00 10266PLN / 3611PLN
Python Programming Szczecin, ul. Małopolska 23 Mon, 2016-11-07 09:00 N/A / 5434PLN
Agile Project Management with Scrum Poznan, Garbary 100/63 Mon, 2016-11-07 09:00 3386PLN / 1529PLN
Business Analysis, BABOK V3.0 and IIBA Certification Preparation Katowice ul. Opolska 22 Mon, 2016-11-07 09:00 9405PLN / 5753PLN
Adobe InDesign Lublin, ul. Spadochroniarzy 9 Mon, 2016-11-07 09:00 1881PLN / 1327PLN
Administration of Linux System Olsztyn, ul. Kajki 3/1 Tue, 2016-11-08 09:00 3861PLN / 1920PLN
SQL Fundamentals Warszawa, ul. Złota 3/11 Wed, 2016-11-09 09:00 3663PLN / 1510PLN
Adobe Illustrator Katowice ul. Opolska 22 Wed, 2016-11-09 09:00 2871PLN / 1848PLN
Excel For Statistical Data Analysis Warszawa, ul. Złota 3/11 Mon, 2016-11-14 09:00 2673PLN / 1291PLN
Visual Basic for Applications (VBA) in Excel - Advanced Białystok, ul. Malmeda 1 Mon, 2016-11-14 09:00 3455PLN / 2202PLN
Social Media - facebook, twitter, blog, youtube, google+ Gdynia, ul. Ejsmonda 2 Mon, 2016-11-14 09:00 1881PLN / 1102PLN
Apache Web Server Administration Kraków, ul. Rzemieślnicza 1 Tue, 2016-11-15 09:00 4732PLN / 3177PLN
SQL in MySQL Gdynia, ul. Ejsmonda 2 Thu, 2016-11-17 09:00 2851PLN / 1413PLN
OCUP2 UML 2.5 Certification - Intermediate Exam Preparation Wroclaw, ul.Ludwika Rydygiera 2a/22 Thu, 2016-11-17 09:00 5148PLN / 2175PLN
Creating and managing Web sites Kraków, ul. Rzemieślnicza 1 Mon, 2016-11-21 09:00 5841PLN / 3298PLN
Angular JavaScript Katowice ul. Opolska 22 Mon, 2016-11-21 09:00 5940PLN / 3380PLN
Agile w projektach zdalnych Katowice ul. Opolska 22 Tue, 2016-11-22 09:00 5049PLN / 1962PLN
Effective working with spreadsheet in Excel Rzeszów, Plac Wolności 13 Thu, 2016-11-24 09:00 PLN / 767PLN
Test Automation with Selenium Gdańsk, ul. Powstańców Warszawskich 45 Tue, 2016-12-06 09:00 7722PLN / 3624PLN
Graphic techniques (Adobe Photoshop, Adobe Illustrator) Wroclaw, ul.Ludwika Rydygiera 2a/22 Tue, 2016-12-06 09:00 4851PLN / 2740PLN
Docker and Kubernetes Gdańsk, ul. Powstańców Warszawskich 45 Wed, 2016-12-07 09:00 N/A / 4989PLN

Upcoming Courses

Some of our clients