Navigating Workplace Conflict and Difficult Conversations

Description: Conflict is data, not drama. This course teaches leaders to decode what’s *really* going on when people clash. Learners explore unmet needs, emotional intelligence, and practical techniques for handling high-stakes conversations with confidence and care. These tools help any leader identify communication breakdowns, apply empathy and reframing, and turn moments of tensions into opportunities for understanding and action.

Course Time: 2 hours

ICC Preferred Provider Course Number 50073 (.2 CEUs)

Modules:

• Module 1: Understanding the Nature of Conflict
• Module 2: Negative Communication Patterns
• Module 3: Emotional Intelligence in Action
• Module 4: Techniques for Difficult Conversations 
• Module 5: Practice and Personal Application

Learning Objectives:

1. Understand the neuroscience behind conflict.
2. Identify unmet needs and communication breakdowns
3. Use emotional intelligence to respond instead of react.
4. Apply clear frameworks for difficult conversations.
5. Translate tension into understanding and action.

Module 1: Understanding the Nature of Conflict

• The brain on conflict, the 4 core unmet needs

• Workbook Exercise: Conflict trigger log

Module 2: Negative Communication Patterns

• Criticism, defensiveness, stonewalling, contempt

• Workbook Exercise: Pattern identification worksheet

Module 3: Emotional Intelligence in Action

• Self-awareness, empathy, reframing

• Workbook Exercise: Reframe practice, needs decoder

Module 4: Techniques for Difficult Conversations

• Boundary statements, impact language, co-ownership

• Workbook Exercise: Difficult conversation planner

Module 5: Practice and Personal Application 

• Self-coaching prompts, reflection

• Workbook Exercise: Post-conversation reflection log