This course covers key skills and approaches from mediation to help you manage your own and others conflicts. Releasing the energy, drive and resources that are tied up in conflict is hugely liberating. The course aims to help you develop a skill set to positively respond to conflict and an approach to prevent, de-escalate and resolve interpersonal conflict. You will learn a set of strategies to deal with difficult conflict behaviours. The course is useful for all staff who want to respond more constructively to conflict, feel more confident in tackling difficult issues, limit the impact and damage on important working relationships, control, manage and structure difficult and emotional conversations, be able to address both the practical and emotional issues that arise in conflicts, resolve difficulties and move forward to solutions, and re-build working relationships. By the end of the programme participants will be able to understand conflict theory and how it influences people´s behaviour apply communication skills to build rapport with people in conflict, overcome resistance and engage people in a win/win approach to their conflict, understand the benefits of impartiality in managing their own and others conflicts, assess and address practical and emotional issues, access underlying issues and the drivers behind conflict behaviour, work with people in conflict in a fair and structured way, control difficult conversations and heated exchanges, use positive communication to move people forward, constructively challenge unacceptable behaviour and set boundaries.