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Managing Conflict and Disputes

Workshop overview:

This workshop series will equip participants with a thorough understanding of conflict dynamics to increase confidence to apply practical strategies and tools to manage disputes and navigate conflict to peaceful resolution. Blending relevant contemporary theory, simple to apply strategies and real-world examples, the session will enable workers to reduce stress, resolve conflict, and communicate with confidence and clarity.

At the end of the session participants will be able:

  • To better understand the conflict dynamics that operate between parties
  • To proactively address disputes and provide effective feedback including performance conversations.
  • To apply self-care strategies and maintain personal wellbeing in times of stress.
 
Module 1: Conflict Dynamics

A thorough understanding of conflict dynamics allows people to choose wisely the best strategy and to walk confidently through appropriate steps to resolution. It enables those involved to navigate with grace and skill the tensions and misunderstandings that are often unavoidable in care-giving services. Especially those where consideration must also be given to broader social and emotional impacts on families and support networks. This module unpacks the common elements of conflict, causes and contexts, why and how it occurs, and simple ways to the moment as an opportunity for relationship building. 

You will walk away with practical tips and tools that enable you to:

  • Understand why conflict is a good problem to have
  • Discern more easily the common types and causes for conflict
  • Recognise and respond effectively to various conflict engagement styles
  • Differentiate between levels and phases of conflict or disputes
  • Consider unconscious bias and CALD needs
  • Choose the most effective management approach
  • Be more comfortable with uncomfortable conversations
  • Improve assertiveness and navigate challenging issues with confidence
  • Embrace productive tension with a growth mindset
  • Avoid escalation and respond to aggressive or inappropriate behaviour
  • Approach conflict as an opportunity for improved clarity, alignment and service quality
 
Module 2: Conflict Conversations

A deeper understanding of conflict dynamics enables people to have more confident conversations. They use open, genuine dialogue to build trust and are able to stay curious, calm and courageous under pressure. This module introduces simple strategies for self-awareness and self-management as well as a number of easy to use, solution-focussed, conversation frames. You’ll learn how to use active listening, body language and silence to create space for better understanding and shared perspective. And you’ll discover simple tips to help you confidently handle complaints, disputes, feedback and negotiations.  

You will walk away with practical tips and tools that enable you to:

  • Confront complex issues with confidence and skill
  • Maintain psychological safety and open up space for important conversations
  • Enrich relationships through honest, respectful discussion
  • Use a simple 4-setp framework for feedback conversations
  • Know when to course-correct, when to coach and when to cheer people on
  • Reduce stress and stay calm under pressure
  • Use empathy and curiosity to adapt and find new solutions
  • Use creativity and humour to maintain perspective, flexibility and wellbeing
  • Use simple negotiation skills to convert conflict into positive communication

 

Who should attend: 

The series is designed for everyone who has contact with others, where conflicts and disputes may arise. It is ideal for Managers (both new and experienced), HR professionals, Coordinators and any front line workers who are seeking to refresh their understanding of contemporary approaches to dispute and conflict management.

About the facilitator:

Bruce Williams loves to help people understand how other people tick so they can work together with less stress and more “yes!” With a focus on leadership, communication and team dynamics, Bruce has been delivering adult education, coaching and professional development programs for over 4 decades. He is an accomplished speaker and facilitator with an engaging and humorous presentation style.
In addition to managing his own business, Bruce is Judging Chair for the Sunshine Coast Business Awards and a part-time academic with the University of the Sunshine Coast. He is founder and spokesperson for the USC Starfish Program raising funds to support low SES students in higher education. Bruce also mentors young entrepreneurs in The DeLorean Project and Generation Innovation.

Bruce Williams

Date: 19 & 26 July 2024

Time: 11:00am – 1:00pm AEST

Cost: ACCPA Member:

  • 1 – 2 people: $495.00 inc GST each
  • 3 – 10 people: $445.00 inc GST each

Additional member discounts apply for groups of 11 and greater. Contact  for a discussion.

Non Member: $693.00 Inc GST each

Date: 6 & 13 November 2024

Time: 2:00pm – 4:00pm AEDT

Cost: ACCPA Member:

  • 1 – 2 people: $495.00 inc GST each
  • 3 – 10 people: $445.00 inc GST each

Additional member discounts apply for groups of 11 and greater. Contact  for a discussion.

Non Member: $693.00 Inc GST each

Date: 6 & 13 March 2025

Time: 2:00pm – 4:00pm AEDT

Cost: ACCPA Member:

  • 1 – 2 people: $495.00 inc GST each
  • 3 – 10 people: $445.00 inc GST each

Additional member discounts apply for groups of 11 and greater. Contact  for a discussion.

Non Member: $693.00 Inc GST each

Testimonials

Booking Terms & Conditions

Privacy

Aged and Community Care Providers Association (ACCPA) is committed to respecting the privacy of its customers and stakeholders and adheres to the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) and the Privacy Amendment (Private Sector) Act 2000 (Privacy Act). The Australian Privacy Principles govern the way in which we collect, use, disclose, store, secure, and dispose of your Personal Information.

A copy of the Australian Privacy Principles is available here: https://www.oaic.gov.au/

A copy of ACCPA’s Privacy Policy is available here: https://www.accpa.asn.au/wp-content/uploads/2022/09/ACCPA-Privacy-Policy-v1-endorsed-250822-1.pdf

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Utilising the contact details provided to ACCPA from time to time, Learning and Professional Development will send out information on upcoming training opportunities in a direct electronic message. If you do not wish to receive this information and prefer to ‘opt out’ – email  and we will remove you from our ‘waiting lists’ and ‘email communications’ database. 

Cancellations, Refunds, Substitutions and Transfers:

ACCPA’s Learning and Professional Development (L&PD) products are delivered subject to sufficient registrations, as stipulated by available tickets against each event, and tickets can be purchased directly from the What’s On page.

Training session viability of each advertised session is assessed one week prior to the scheduled date of delivery, when a decision is made regarding continuation or cancellation. When a training session is cancelled due to insufficient numbers or circumstances outside of the control of ACCPA, a full refund will be paid, directly to the customer who has made the initial purchase.

A full refund is also available if a participant withdraws from a training session, 5 or more days prior to the session being delivered, on the condition, that the customer has contacted , to inform regarding their intention to withdraw. No refunds or transfers will be considered without notification prior to the commencement of a training session. Late notifications will be considered on a case-by-case basis.

An organisation may choose to substitute a participant of a previously paid session, by emailing , 24 hours prior to the commencement of the training session. Full details of the substituted participant must be provided.

Payment Terms

It is a condition of registration that participants pay full payment at the time of booking via credit card or by invoicing by prior arrangement. 

All payments must be finalised prior to commencement. Registrants who have outstanding payments will not be able to participate. Upon registration, a Tax Invoice will be emailed to the person making the booking.