Course Outline
Understanding Conflict in the Workplace
• Definition of workplace conflict
• Common causes of conflict in organisations
• Types of conflict (interpersonal, team, customer-related)
• Impact of conflict on individuals and organisations
Recognising Early Signs of Conflict
• Behavioural indicators of conflict
• Communication breakdown signals
• Emotional triggers and stress responses
• Identifying escalation patterns
Communication Skills for Conflict Management
• Active listening techniques
• Verbal and non-verbal communication awareness
• Questioning and clarification techniques
• Maintaining professionalism during difficult conversations
Managing Challenging Behaviour
• Understanding different behaviour types
• Responding to difficult or aggressive communication
• Maintaining composure under pressure
• Setting boundaries respectfully
Conflict Resolution Techniques
• Structured approach to resolving conflict
• Problem-solving methods
• De-escalation strategies
• Finding mutually acceptable outcomes
De-escalation and Emotional Awareness
• Recognising emotional responses in self and others
• Techniques to reduce tension
• Managing personal reactions
• Maintaining control in high-pressure situations
Workplace Scenarios and Practical Application
• Real workplace conflict scenarios
• Role-play and group discussion
• Applying conflict resolution techniques
• Reflecting on workplace-specific challenges
Conflict Management as an Ongoing Responsibility
• Promoting a positive workplace culture
• Reporting and addressing recurring issues
• Supporting organisational communication standards
• Continuous improvement in conflict management skills
Who the Course Is For
This course is suitable for individuals involved in communication, team management, and customer interaction, including:
• Human Resources Managers & Directors
• HR Business Partners
• Supervisors and Team Leaders
• Operations Managers
• Customer-facing staff
• Front-of-house personnel
• Facilities and support staff
• Hospitality and retail management teams
• Office-based employees
• Anyone responsible for managing workplace interactions
No prior conflict management training is required.
Why This Training Is Important
Workplace Harmony
Unmanaged conflict can negatively impact team morale and organisational culture
Risk Reduction
Poorly handled conflict can escalate into formal complaints, absenteeism, or staff turnover
Professional Communication
Employees equipped with conflict management skills can handle difficult situations confidently and professionally
Compliance
Employers must ensure a safe working environment, including protection from workplace stress, harassment, and conflict
Course Objectives
Participants will:
• Understand the causes and types of workplace conflict
• Recognise early warning signs of conflict situations
• Apply effective communication techniques
• Manage challenging behaviours professionally
• Use structured conflict resolution methods
• Apply de-escalation strategies
• Support a positive and respectful workplace environment
• Contribute to organisational communication and behavioural standards
Course Format & Delivery
Instructor-led training
• Interactive discussions and group exercises
• Scenario-based learning and role-play
• Practical communication exercises
Delivered:
• Onsite at client premises, or
• Online Webinar
The course emphasises practical communication and behavioural skills rather than theory-only instruction.
Irish Legislation Supported
This training supports employer obligations under:
• Safety, Health and Welfare at Work Act 2005
• Employment Equality Acts 1998–2015
Irish legislation requires employers to:
• Provide a safe working environment free from bullying and harassment
• Manage workplace risks related to stress and interpersonal conflict
• Promote dignity and respect in the workplace
• Implement appropriate workplace policies and procedures
Why Choose Samson Training
Samson Training delivers professional workplace training focused on real-world communication challenges and organisational responsibility.
Our approach emphasises:
• Practical conflict resolution techniques
• Clear communication strategies
• Real workplace scenarios and role-play
• Consistent professional delivery
• Observation-led behavioural awareness
We position conflict management as part of organisational culture and leadership responsibility — not just a soft skill.
FAQ's
What is Conflict Management training?
Conflict Management training teaches individuals how to recognise, manage, and resolve workplace conflict using structured communication and behavioural techniques.
Who should attend this course?
Employees in customer-facing roles, supervisors, managers, and anyone responsible for communication and team interaction.
Is this course suitable for customer-facing roles?
Yes. The training includes techniques for handling difficult customers and managing front-of-house conflict situations.
Does the course include practical exercises?
Yes. Participants take part in role-play scenarios and practical exercises to apply conflict management techniques.
Can this training be delivered onsite?
Yes. Onsite delivery allows the course to reflect real workplace scenarios and organisational challenges.
