Conflict is a normal and natural part of any workplace.  Whether it’s having to break bad news to a co-worker, or having to say “no” to a client, when handled in a respectful and positive manner, conflict can provide an opportunity for growth and strengthening of the relationship.

• Process of conflict
• Key communication skills needed
• Defusing the situation through effective behavioural skills
• Preparing for the conversation and anticipating potential roadblocks
• Key steps for dealing with conflict constructively