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 via Enquiries or (07) 4047 6400.

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. 


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