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Difficult Conversations & Conflict Resolution, Workplace Skills & Professional Development

DIFFICULT CONVERSATIONS & WORKPLACE CONFLICT

Advanced practical training in assertiveness, de-escalation, feedback, criticism, boundaries, workplace conflict resolution and repair.
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Backing U
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Course Card Difficult Conversations & Conflict Resolution.jpg | Backing U

An advanced, practice-focused course for people who need to handle workplace tension without avoiding the issue, inflaming the situation or losing sight of fairness, safety and accountability. The course develops a structured approach to conflict analysis, assertiveness, boundary-setting, listening under pressure, de-escalation, feedback, criticism, performance conversations, informal resolution, mediation readiness, formal escalation and post-conflict repair.

The course includes 40 advanced teaching lessons, 10 applied labs, 30 practical resources, 12 complex role-play scenarios, 10 module quizzes and a final integrated assessment.

External references and links are restricted to Australian and United Kingdom organisations/sites.

Approximately 5 hours 55 minutes core learning, excluding optional external reading.

This course provides general professional-development information and is not legal, industrial-relations, work health and safety, HR, security or clinical advice. Apply current workplace policies and obtain qualified advice for high-risk or jurisdiction-sensitive matters.

Major Frameworks Included

FACT
Facts → Assumptions → Context → Tests

CLEAR
Clarify Purpose → Lay Out Observable Information → Explore Perspective → Agree Actions/Process → Review & Record

STEADY
Safety First → Tone & Body Language → Empathic Acknowledgement → Ask Focused Questions → Define Options/Limits → Yield Space or Exit

Advanced Feedback Framework
Observe → Impact → Expect → Support → Check

PAUSE
Pause → Ask/Probe → Understand/Process → State Position → Establish Next Step

Outcome Ladder
Ideal Outcome → Acceptable Outcome → Minimum Boundary → Fallback/Escalation

Assessment

The course contains 10 module knowledge checks, each containing 6 unique questions, for a total of 60 module questions.

Learners then complete a 20-question final assessment, bringing the course total to 80 unique assessment questions.

Recommended pass mark: 80%
Retakes: Unlimited

The course also uses practical applied labs and role-play exercises so learners are applying the frameworks rather than simply memorising terminology.

Start Here
Module 1 — Conflict Intelligence: What Is Actually Happening?
Module 2 — Preparing for High-Stakes Conversations
Module 3 — Assertiveness, Boundaries and Professional Limits
Module 4 — Listening and Communication Under Pressure
Module 5 — De-escalation, Aggression and Safety
Module 6 — Giving Feedback and Managing Performance
Module 7 — Handling Criticism, Pushback and Defensiveness
Module 8 — Resolution, Negotiation and Mediation
Module 9 — Bullying, Harassment, Discrimination and Formal Escalation
Module 10 — Advanced Team Conflict, Repair and Prevention
Final Integration & Assessment
Do I need management experience?
No. However, because this is an advanced course, previous workplace experience will help you relate the concepts to real situations.
Is this only for managers?
No. It is useful for managers, team leaders, HR professionals and employees who regularly handle disagreement, feedback, boundaries or difficult workplace conversations.
Is this a conflict-management course or communication course?
Both. It combines advanced workplace communication with conflict diagnosis, assertiveness, de-escalation, feedback, negotiation, resolution and escalation.
Will I learn what to say during difficult conversations?
Yes. The course contains practical language examples, conversation structures, worksheets and role-play scenarios, but it also teaches how to decide whether a conversation is actually the right intervention.
Does the course cover workplace bullying and harassment?
Yes. It teaches learners to recognise important warning signs and choose appropriate pathways. It does not train learners to personally investigate serious allegations.
Does it include Australian workplace information?
Yes. The course uses Australian workplace context and references Australian organisations alongside selected UK organisations. The external reference library contains 32 Australian and UK sources only.
Is this legal or HR advice?
No. It is professional-development education and does not replace legal advice, industrial-relations advice, workplace policy, formal investigations or qualified professional advice.
How long will the course take?
Approximately 5 hours 55 minutes of core learning. Learners completing all extended activities, role-play practice and optional external reading may spend considerably longer.

Difficult Conversations & Workplace Conflict is an advanced professional-development course designed for educational purposes. It does not constitute legal advice, industrial-relations advice, clinical treatment, security training or formal HR/investigation training.

Workplace policies, procedures and applicable legislation should always be followed. Situations involving violence, threats, serious misconduct, harassment, discrimination, termination, protected workplace rights or significant safety concerns may require formal organisational processes and qualified professional advice.

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Course details
Duration 5~6 Hrs
Lectures 53
Video 6 minutes 25 seconds
Quizzes 11
Level Advanced
Basic info
  • How to distinguish task, process, relationship, status, values and system conflict
  • How workplace conflict escalates and why people become defensive
  • The influence of power, authority, culture and psychological safety
  • Using the FACT Filter — Facts, Assumptions, Context and Tests
  • Preparing for high-stakes workplace conversations
  • Setting clear outcomes using the Outcome Ladder
  • Using the CLEAR difficult-conversation framework
  • Advanced assertiveness without unnecessary aggression
  • Setting and maintaining professional boundaries
  • Workload and availability boundaries
  • Upward assertiveness when speaking with managers or senior staff
  • Listening effectively when emotions are high
  • Asking focused questions and checking assumptions
  • Tone, pacing, silence and emotional regulation during conflict
  • Managing conflict through email, chat and other digital communication
  • Recognising escalation warning signs
  • Applying the STEADY de-escalation framework
  • Knowing when to continue, pause or end a conversation
  • Responding appropriately to aggression and unsafe behaviour
  • Post-incident reporting, recovery and learning
  • Giving specific, fair and useful workplace feedback
  • Managing performance conversations
  • Distinguishing capability, conduct, clarity, capacity, resources and system issues
  • Handling criticism without collapsing, becoming defensive or counterattacking
  • Responding professionally to unfair or inaccurate criticism
  • Managing denial, minimisation, derailment and counter-complaints
  • Negotiation using interests, constraints and fair criteria
  • Preparing for mediation and facilitated conversations
  • Creating clear agreements and follow-up actions
  • Recognising when conflict may involve bullying, harassment or discrimination
  • Choosing between informal and formal workplace pathways
  • Factual documentation and complaint handling
  • Multi-party and team conflict
  • Repairing workplace relationships following serious conflict
  • Identifying work-design problems that repeatedly create conflict
  • Developing a personal Conflict Playbook and 72-Hour Conflict Plan
Course requirements
  • This is an advanced course, so some previous workplace experience is recommended.
  • No formal qualification or previous conflict-resolution training is required.
  • Learners should be comfortable reflecting on realistic workplace situations and professional communication challenges.
  • A computer, tablet or smartphone with internet access is required.
  • Allow approximately 30–40 minutes per module.
  • A notebook or the supplied downloadable worksheets is recommended.
  • Learners are encouraged to practise the conversation frameworks using fictional or low-risk workplace scenarios before applying them to high-stakes situations.
  • Workplace policies and procedures should always take priority where a matter involves formal complaints, investigations, safety or disciplinary action.
  • Learners should not use course exercises to personally investigate serious allegations.

The course itself specifically treats this as advanced professional-development education and makes clear that organisational processes and specialist advice take priority for violence, threats, serious misconduct, harassment, discrimination and other significant legal or safety risks.

Intended audience

This course is particularly suitable for:

  • Managers and supervisors
  • Team leaders and coordinators
  • HR and People & Culture professionals
  • Experienced employees
  • Customer-facing workers
  • Community and support-sector workers
  • Employment services professionals
  • Healthcare and care-sector workers
  • Small-business owners
  • Project and operations staff
  • Professionals responsible for giving feedback or managing workplace relationships
  • Employees who regularly need to raise concerns, challenge decisions or manage disagreement
  • Organisations wanting advanced professional-development training in workplace communication and conflict resolution

The core course specifically identifies managers, supervisors, team leaders, HR/people practitioners, experienced employees, customer-facing workers and professionals who regularly navigate difficult conversations.

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