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Course Overview

This course equips leaders to manage resistance, conflict, and difficult interactions. Participants will learn why behaviours occur, how to address them constructively, and how to prevent escalation. Using TAP-C™, leaders will gain a practical framework to explain expectations, invite dialogue, partner on solutions, and ensure accountability.

 

Course Objectives

• Understand causes of challenging behaviours

• Develop strategies to manage conflict and resistance

• Strengthen confidence in handling difficult conversations

• Apply TAP-C™ to de-escalate and resolve issues

• Foster a respectful, productive work culture

 

Course Outline

• Understanding behavioural triggers and responses

• Conflict management principles

• Tools for de-escalation and difficult conversations

• Building resilience and emotional control as a leader

• Using TAP-C™ to engage and commit to behavioural change

 

Target Audience

• Supervisors and managers

• HR professionals

• Leaders handling high-conflict environments

 

Methodology

• Case studies of workplace conflict

• Behavioural role-plays

• Reflection and resilience exercises

 

Daily Agenda

• Day 1: Understanding behaviours – triggers, patterns, and impacts

• Day 2: Conflict management tools – de-escalation and constructive dialogue

• Day 3: Applying TAP-C™ to resolve behaviours and build positive outcomes

 

Conclusion

Participants will leave confident in addressing difficult behaviours and sustaining respectful workplace cultures.