Managers frequently need to communicate when emotions are heightened, information is incomplete or relationships are becoming strained. This practical course develops the communication discipline required to remain clear, professional and proportionate when conversations become difficult. Participants examine how language, tone, assumptions and behavioural responses can either reduce or intensify workplace conflict.

The course introduces practical de-escalation techniques, listening approaches and frameworks for structuring challenging conversations. Participants practise separating issues from positions, responding to challenge without becoming defensive and recognising when an issue requires escalation or specialist intervention. The emphasis is on usable management skills that can be applied before disagreement develops into formal conflict.