Overview
Conflict is a natural part of working life—but when managed effectively, it can become a catalyst for innovation and stronger relationships. This one-day workshop empowers professionals to approach challenging situations with clarity, empathy, and confidence. Learners will explore key conflict triggers, structured resolution styles, and practical tools such as the Thomas-Kilmann Conflict Mode Instrument (TKI). Through immersive exercises and real-world scenarios, participants develop the skills to turn confrontation into collaboration and ensure positive, productive outcomes.
Prerequisites
There are no formal prerequisites for this course. However, participants are strongly encouraged to:
- Complete the individual TKI assessment prior to attending
- Reflect on recent workplace conflicts or difficult interactions they have experienced
Target audience
This course is ideal for:
- Professionals who regularly manage or facilitate conflict resolution
- Individuals looking to enhance their credibility in handling difficult conversations
- Teams or leaders aiming to reduce tension and foster collaboration in the workplace
By the end of the course you will be able to:
By the end of this course, learners will be able to:
- Define key conflict triggers and their impact on workplace dynamics
- Assess personal and team conflict styles using a structured framework
- Apply conflict resolution strategies to prevent escalation and promote collaboration
- Use a practical approach to handle difficult situations and resolve conflict proactively
What will the course cover
Navigating conflict
Understand common conflict triggers, explore root causes, and assess the impact on team performance and morale
Thomas-Kilmann Conflict Mode Instrument (TKI)
Interpret personal TKI results, examine the five conflict-handling modes, and learn to balance assertiveness with cooperation
Conflict modes in action
Apply TKI concepts through scenario-based exercises, adapting styles to suit varied workplace interactions
Your conflict resolution framework
Build a step-by-step approach to manage difficult conversations and ensure trust and resolution
Review and action planning
Reflect on key insights, define individual goals, and plan practical next steps for applying conflict resolution in the workplace
Exams and assessments
There are no formal exams in this course. Participants will take part in knowledge checks, interactive discussions, and structured exercises to reinforce core learning outcomes.
Hands-on learning
- Practical application: Turn theory into action through role-play and case-based scenarios
- Toolkit usage: Use structured resources and frameworks to support ongoing conflict resolution practice
- Peer collaboration: Share experiences, analyse real challenges, and develop effective, team-based solutions
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
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How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.