Online DIY Managing Conflict Workshop

BSS Workshops are delivered on demand and tailored to meet the needs of our clients. For further information please contact: or (07) 4047 6403.

About this Workshop

Con­flict is a nor­mal part of any work­place envi­ron­ment, and prop­er­ly dealt with or man­aged, can strength­en work teams and individuals.

Remote work­places may have their own par­tic­u­lar con­texts which add to the dis­tress caused by inef­fec­tive­ly man­aged con­flict. Con­flict occurs when there is dis­agree­ment or dif­fer­ences of opin­ions with others. 

After com­plet­ing the online com­po­nents, and imple­ment­ing the exer­cis­es, you should be able to: 

  • Iden­ti­fy the fea­tures of con­flict, includ­ing the stages of con­flict escalation
  • Under­stand your per­son­al style in effec­tive­ly han­dling conflict
  • Know key appro­pri­ate strate­gies to effec­tive­ly defuse and han­dle conflict
  • You will learn the tech­niques and skills in order to:
  • man­age con­flict effectively
  • man­age your own reactions
  • dif­fer­en­ti­ate between nat­u­ral­ly occur­ring con­flict and the more dam­ag­ing and seri­ous behav­iours of bul­ly­ing and harassment.

In this course, you can explore some dif­fer­ent ways of han­dling con­flict, includ­ing issues such as express­ing your feel­ings, build­ing self-con­fi­dence and improv­ing com­mu­ni­ca­tion. The mod­ule is pre­sent­ed in sev­en dis­crete sec­tions which con­tain back­ground read­ing mate­r­i­al togeth­er with sug­gest­ed exer­cis­es which are to be com­plet­ed before advanc­ing to the next Learn­ing Package. 

Ben­e­fits of Effec­tive Con­flict Management

Organ­i­sa­tions which han­dle con­flict in an open and healthy way tend to be more relaxed and have an open atmos­phere in which peo­ple feel free to express their views. Research shows such work­places are more vital, have strong com­mu­ni­ca­tion path­ways and high pro­duc­tiv­i­ty. They also engen­der empow­er­ment of employ­ees and have effec­tive prob­lem-solv­ing mech­a­nisms. Those who work in organ­i­sa­tions with effec­tive griev­ance and con­flict han­dling process­es typ­i­cal­ly report high­er job sat­is­fac­tion and a sense of achievement. 

Rather than ask­ing how much it costs to imple­ment the mea­sures which pro­mote healthy con­flict res­o­lu­tion in our work­places, we should instead ask how we can afford not to imple­ment these measures! 

Learn­ing Packages

Pack­age 1 — What is con­flict and what does it look like in the workplace

  • Def­i­n­i­tions of work­place conflict
  • Fea­tures of poor­ly han­dled or unre­solved conflict
  • Fea­tures of effec­tive­ly han­dled conflict

Learn­ing Pack­age One — Notes
Team Build­ing Tech­niques — Work­place Con­flict
Video — Overview on Con­flict Man­age­ment
Video — How to Deal with Dif­fi­cult Peo­ple at Work

Pack­age 2 — Bul­ly­ing behav­iour in the workplace

  • What is bul­ly­ing behaviour
  • Fea­tures of bul­ly­ing behav­iour in the workplace
  • The effects of bul­ly­ing behaviour
  • Costs of work­place bullying
  • Deal­ing with bul­ly­ing in the workplace
  • Get­ting help

Learn­ing Pack­age Two — Notes
Vio­lence, Harass­ment and Bul­ly­ing, an Aus­tralian Human Rights Com­mis­sion file 

Pack­age 3 — Per­son­al­i­ty dif­fer­ences and con­flict han­dling styles

  • Under­stand­ing the the­o­ry of con­flict han­dling styles
  • In what ways does per­son­al­i­ty affect the way peo­ple han­dle conflict?
  • How we behave when in conflict

Learn­ing Pack­age Three — Notes
Cul­ture at Work”, an Amer­i­can Con­sult­ing Firm Spe­cial­is­ing in Con­flict Res­o­lu­tion and Medi­a­tion Ser­vices file
Train­ing mod­ule on con­flict management

Pack­age 4 — Stages of con­flict development

  • Con­flict develops
  • Appro­pri­ate strate­gies which can be effec­tive­ly used at each stage
  • Exter­nal help (Medi­a­tion) is best sought

Learn­ing Pack­age Four — Notes
Col­lab­o­ra­tive Approach­es to Resolv­ing Con­flict, a pub­li­ca­tion which pro­vides use­ful mate­r­i­al on the cur­rent field of con­flict res­o­lu­tion and has an organ­i­sa­tion­al context. 

Pack­age 5 — A mod­el for con­flict handling

  • Five Stage mod­el for man­ag­ing conflict

Learn­ing Pack­age Five — Notes
Video — What to Do When Con­flict Happens

Pack­age 6 — Man­ag­ing your responses

  • Calm­ing breath­ing and thoughts and then
  • Choos­ing appro­pri­ate responses

Learn­ing Pack­age Six — Notes
Aus­tralian Psy­cho­log­i­cal Soci­ety Tip Sheets, inform clients about a range of psy­cho­log­i­cal issues and how psy­chol­o­gists can help. They are a great resource for pri­vate prac­ti­tion­ers and oth­er health pro­fes­sion­als file
Video — How to Deal with Dif­fi­cult Peo­ple at Work

Pack­age 7 — Assertive communication

  • Active lis­ten­ing
  • Com­mon mis­takes in listening
  • Reflect­ing content
  • Reflect­ing feelings


  • Respond to crit­i­cism with empathy
  • Own what’s yours
  • Fea­tures of assertive communication
  • The Five Prin­ci­ples of Assertive Behaviour

Learn­ing Pack­age Sev­en — Notes
Iden­ti­fy­ing and Respond­ing to Hos­tile Language


Through the read­ing mate­r­i­al and exer­cis­es in this mod­ule, you will have learnt how to man­age and resolve con­flict in your per­son­al and work rela­tion­ships through the use of key con­flict res­o­lu­tion skills. Togeth­er with these skills and the knowl­edge of your own per­son­al inter­ac­tion style, you will be able to more effec­tive­ly resolve conflict. 

Impor­tant­ly, you will have gained some broad­er knowl­edge of the approach­es which oth­ers have found to work. Some of these approach­es will work for you fair­ly quick­ly, and oth­ers will take some time to devel­op ful­ly. It is an ongo­ing jour­ney of growth and development. 

By now you will realise too that not every­body acts and reacts in the same way and what works for one per­son may not work as effec­tive­ly for you. Refine those tech­niques which seem a good fit’ for you, and dis­card those which are not as suit­able for you. 


Your feed­back is impor­tant to us. Please com­plete the eval­u­a­tion form.


For a cer­tifi­cate of com­ple­tion of this course, please sub­mit an enquiry here.