SETA Accreditation No. 6570

Conflict Management at Work

Workshop dates:

Johannesburg:  For future dates email
Durbanville, Cape Town:  For future dates email
Durban North: For future dates email

Course Fee: 

Single: R5,250.00 (R5,985.00 incl. VAT)
Group booking of 3-5 delegates: 4,750.00 (R5,415.00 incl. VAT) – T&Cs apply.

In-House Training sessions: available on request – send an e-mail with specifications to


This workshop focuses on conflict and anger management in the work environment. Coaching and mentoring individuals to find out the reasons for frustration, anger or aggression is key to containing the problem and then addressing and resolving the issues responsible for this behaviour. This training intervention aims to train supervisors and managers in conflict resolution skills and teaches techniques on how to diffuse aggression and anger in the workplace with the ultimate aim being to make the workplace a more pleasant environment, as well as teaching how to recognise and handle the ‘bad apples’ that are present in every organisation.

Who should attend?

Managers and Supervisors and all in the organisation who are responsible for managing staff.

Workshop Outline
Understanding Emotions and prevention of aggression
  • Aggression as an emotion : cortex vs reptile brain
  • Playing toxic games – don’t hook in
  • Victim triangle
  • Transactions gone wrong
Organisational Obligation
  • Coaching and mentoring as a supervisory skill
  • Human Needs understood and met
  • Make every effort to assist and “treat” individual problems
Identifying potential “bad apples”
  • What are the signs
  • Emotional Intelligence (EI)
  • Threat assessment
  • Effect of stress : emotional aspects
  • Warning signs
  • Critical elements in threat communication
Common oversights – turning a blind eye
  • Hindsight (he just snapped; I referred them to EAP etc)
Performance Coaching
  • Using the coaching discussion to change behaviour choices
  • Anger Management
Prevention rather than cure
  • Pre-employment screening
  • Policy on violence
  • Promoting employee involvement
  • Employee training programmes
  • Threat response plan
  • Grievance, disciplinary and termination processes
  • EAP
  • Supervisory training in conflict resolutions skills
  • Utilising outside resources
Responding to a threat
  • Brain mili-amps
  • What is a threat
  • Initiating a response process
  • Monitoring and following up
Strategies to defusing Anger
  • Steps in conflict resolution
  • Win-Win strategies
  • Conflict styles
Apology Languages
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-Work-Center Traing pts photo3 conference room day 2