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Tough Management

With expectations of high performance and an increasingly diverse generational and cultural workplace, there is a very real prospect of working with increased tension and conflict. Understanding how to prevent this and navigate in the environment we work in is essential for modern organisation. Companies and individuals need to understand how to deal with increasingly complex people issues and have the skills and knowledge to keep everyone on the right side of the law. Litigation and personal grievances are more common place, so understanding how to minimise the risk to companies and individuals is a must in today’s environment. You will learn how to deal with tension and conflict pro-actively by spotting the signs early and you’ll get the knowledge and skills to deal with it quickly before it impacts on morale and productivity.

Turning 'Theory' into 'Practice'?

The focus of the course is to ensure that when delegates return to work that they will be able to take the lead and demonstrate best practice in preventing and or dealing with workplace tension. This means that there is very real blend of theory and practice involved in the course and some of the many theories will be reviewed. Much of the content is largely based on ’best practice’ case studies and the deep experience and knowledge of the facilitator in helping a wide range of organisations to design and implement their own schemes. Reflective learning is also a key for participants. The clear aim for delegates is to return with a practical action plan that can be quickly agreed and implemented.

Who should attend?

Anyone in a management role looking to best increase their management skills in tough situations.

Key areas to be covered in the programme and documentation

Investigating the key contributing factors to conflict in the workplace in today’s environment
• Spotting the signs – how can you identify where tension leads to conflict
and understand why this is happening or developing
• Discovering the role of power play in conflict in the workplace
• What role does a diverse generational and cultural workplace have in tension and conflict
• Exploring the positive side of the tension

Exercise: Getting delegates to share what they have experienced in their company with conflict and discuss positive and negative experiences and outcomes

Leadership Defence skills set - What skills are needed to manage performance and conflict effectively?
• Exploring different tools to anticipate and prevent tension and conflict
• Methods to help diffuse difficult situations
• Maintaining your mental wellbeing in stressful situation – tips and tools

Exercise: Working with the tools available for managing conflict situations and defining which ones would be useful in the current work environment you work in

Investigating different models when dealing with conflict
• Exploring different models for dealing with tension and conflict
• How do they work and which ones might work best for you?

Exercise: Discussing the pros and cons of the models for using them in your company

Different behavioural /communication styles
• Reviewing different behavioural and communication models/styles and how the different styles impact workplace tension
• Reducing conflict situations by differentiating behaviour styles
• Managing people with dysfunctional behaviours

Exercise: Exploring several of the key Behavioural and Communication style models and supporting tools
to enhance clear communication channels

Preparing for difficult conversations
• The key skills you need to have when having difficult conversations
• What other factors are important?
• What does handling a difficult conversation look like?
• Using “tough” conversations for improving morale and motivation

Exercise: Observing some difficult conversation videos and discussing what went wrong...what “should” have occurred and what will you ensure happens in your organisation?

Communication and documentation essentials
• “Prevention is better than cure”
• What are the corrective actions that you can put in place to ensure you reduce workplace tension and confrontation
• Be aware of the key policies and procedures that keep you and your teams compliant when handling conflict situations
• Understand what litigation can occur if these policies and procedures are not followed putting individuals and companies at risk

Exercise: Discussing how conflict has been handled in your organisation and the consequences. Lessons learned.

Dealing with conflicts as a conflict averse manager
• What is conflict averse and why does it happen?
• How is conflict averse displayed in the workplace
• Explore the ways of dealing with conflict if you are conflict averse

Exercise: Discuss the pros and cons of the tools available and how they can be used in your organisation

Techniques to reduce tension in Global/Matrix Teams
• Understanding factors which may give rise to conflict in Global and Matrix teams
• The role of Communication in Conflict within Global and Matrix teams
• Preventative processes
• Finding out how tools and processes in conflict management fit with Global and Matrix team

Exercise: Discussing vulnerability of your Global/Matrix teams to conflict and which tools and processes need to be put in place

Benefits to you

• Understanding key factors leading to workplace tension, conflict and confrontation
• Getting the knowledge and skills to prevent or manage them in an increasingly diverse workplace
• Creating an environment where tension and associated conflict is understood and managed effectively
• Acquiring common models for resolving conflict situations and reviewing the most applicable to your organisation
• Using Emotional Intelligence to empower others, improve performance and productivity and reduce workplace tension and conflict
• Understanding the key triggers to conflict in organisations and in Global and Matrix teams
• Getting effective management tools and processes you can use at your workplace
• Discovering effective corrective actions and dealing with the consequences of not following due process for individuals and companies

Companies already benefiting include:

Duration of Course

2 Day Course

Course details

This course is currently only available as an in-house option. For more information, and a quote, contact our team on +44 (0)20 3002 3321, or by email at

Looking to train larger teams in this subject?

dzingim@marcusevansuk.comTailored in-house/in-company training courses and bespoke strategy workshops designed and delivered on-site throughout Europe according to your specific requirements.

All management, personal development and project management public courses featured in our Course Directory are also delivered on an In-Company basis.

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"This course will allow my company to develop its existing strategies to a much greater and hopefully profitable level."

Managing Director, Tarmac