Conflict Resolution, dealing with difficult situations

partners lateral finalAll of us experience conflict. Both working in the humanitarian field, in a refugee camp or in an office in London. We argue with our spouses, colleagues, our boss and our clients, even the people we may try to help.  So long as people are individuals there will be the potential for conflict. That’s the first thing to learn about conflict. It isn’t wrong or bad; it’s just part of being a person in contact with other people.

Since you can’t prevent conflict, the most important thing is to learn how to handle or manage it in productive ways. What is critical for resolving conflict is developing an understanding of, and a trust in, shared goals. However, there are several strategies for coping with conflict. Knowing when and how to use these techniques can make you a more effective leader.

The training is split in two main parts: dealing with difficult people, for those who find themselves on an complicated environtment when individuals are key part of the success of our projects, being due to differences in character, culture or ideas, and, getting along on the workplace, for those others who have to work together with the same persons for a long period, on the same office, on the same projects and activites. We will go in deep on many topics that you later will be able to put in practice on your daily work.

You will learn to:

- Recognize how your own attitudes and actions impact on others
- Find new and effective techniques for managing negative emotions
- Develop coping strategies for dealing with difficult people and difficult situations
- Identify those times when you have the right to walk away from a difficult situation
- Learn some techniques for managing and dealing with anger.
- Understand what conflict is and how it can escalate.
- Recognize the five most common conflict resolution styles and when to use them
- Increase positive information flow through non-verbal and verbal communication skills.
- Develop effective techniques for intervention strategies.
- Strengthen staff trust and morale.
- Become more confident of your ability to manage conflicts to enhance productivity and performance.

The course is structured as follows:

Conflict Resolution: Course Introduction

Reciprocal Relationships and dealing with change
The Agreement Frame
The Ten Commandments of Change
Preventing Problems
Dealing with Problems
Causes of Difficult Behavior and tips for dealing with it
The five steps process for problem solving
Changing Yourself
Dealing with Negative Feelings
Why Don’t People Do What They Are Supposed To?
Managing Anger
Guidelines for Assertive Anger
De-Stress Options You Can Use Right Now!
Summary of Part I: Reference Guide

PART II Managing Conflict on the Workplace
Defining Conflict
Types of Conflict
Open Conflict vs Hidden Conflict
Spontaneous & Reflective Action
Johari Windows
Case Study: Spontaneous and Reflective Behaviors
Stages of Conflict
Another Version of the Conflict Process
Conflict Outcomes
Strategies for Dealing with Conflict
Win As Much as You Can
Conflict Resolution Style Questionnaire
The Role of Communication in Conflict Resolution
Active Listening
Powerful Questions
Body Language
Seven Steps to Ironing Things
Out The Conflict/Opportunity Test
Visualizaing Conflict and its Resolution
Facilitating Conflict (becoming a facilitator)
Setting Norms for Meetings and Discussions
Making an Intervention
Listen-Empathize-Clarify-Seek Permission-Resolve
Managing Conflict Constructively
Summary of Part II Quick reference guide
End of Training Conclusions


This training is being prepared on a self-study basis. This means you can take the course at your own rhythm and pace, lesson by lesson. Once you register for the course, you do not have a deadline to submit the final exam. You can do it when you are ready for it.

During all this time you can email your questions, doubts or suggestions to our teaching department at respect(at) Once you have completed the full course, please write the exam and send it to us at the same email address. Once corrected, we will deliver a certificate of completion, which will prove both your participation and successful completion of the training. Should you have any questions, we will be more than happy to assist you.


Course fee: 90 euros

In order to register, please submit your information below, you will be redirected later to the payment page via credit card or paypal. Once done, you will automatically receive an email with the training material ready to be downloaded to your computer.


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