Managing Conflict through Assertiveness

Course Overview

Managing Conflict through Assertiveness helps participants reframe conflict as a normal part of working with others, and build the skills to manage it in a constructive, confident way.

Conflict isn’t inherently negative. In diverse workplaces, different perspectives, experiences and priorities can naturally create tension. When conflict is handled well, it can improve clarity, strengthen relationships and support better teamwork. When it’s avoided or unmanaged, it can escalate quickly and make collaboration difficult.

This workshop builds practical capability to identify conflict early, manage emotional responses, communicate assertively, and apply a clear conflict resolution process to reach positive outcomes.

What will you learn? 

After completing Managing Conflict through Assertiveness, participants will be able to:

• Identify the type, cause and level of conflict
• Understand personal reactions to conflict and how they show up at work
• Recognise why conflict is sometimes avoided and the impact of avoidance
• Build skills and confidence to manage conflict in an assertive, respectful way
• Use a structured conflict resolution process to support positive outcomes

Who is this course for?

• Team members who want more confidence navigating workplace conflict
• Leaders and supervisors managing team dynamics and disagreements
• Customer-facing teams dealing with challenging conversations
• Cross-functional teams working through competing priorities
• Anyone who tends to avoid conflict and wants practical, assertive tools

Topics Covered

• Identify conflict situations and the causes of conflict

• Manage emotions effectively in a conflict situation

• Use assertiveness skills to respond to conflict situations

• Apply a conflict resolution process to achieve a positive outcome

Course Outline

Session 1: Understanding conflict

• Why conflict happens (and when it’s productive)

• Types and levels of conflict

• Common workplace triggers and patterns

Session 2: Personal conflict responses

• Understanding your default response (avoid, accommodate, compete, compromise, collaborate)

• Emotional awareness and regulation in conflict situations

• Preventing escalation

Session 3: Assertiveness skills

• Assertiveness vs aggression vs passivity

• Language tools for clarity and respect

• Setting boundaries and expectations

Session 4: Conflict resolution process (practice)

• A step-by-step approach to resolution

• Applying the process to real scenarios

• Commitments: what you’ll do differently next time conflict arises