This program delivers instructor-led, experiential learning through:

• Workplace-based case studies
• Facilitated role-play using non-sensitive, realistic scenarios
• Group reflection and guided discussion
• Conflict simulation exercises
• Peer and facilitator feedback
• Development of individualised personal action plans

By the end of this programme, participants will be able to:

• Understand the root causes and patterns of challenging workplace behaviours
• Identify and manage different behaviour styles professionally
• Apply emotional intelligence to regulate responses during conflict
• Communicate assertively and effectively in difficult situations
• Use structured conflict resolution models appropriately
• Address workplace challenges in alignment with HR policies and ethical standards
• Develop a practical personal action plan for sustained behaviour management

Day 1: Understanding Behaviour and Strengthening Communication Skills

Module 1: Foundations of Workplace Behaviour

• Understanding why challenging behaviours occur in professional environments
• Distinguishing behaviour patterns from personality traits
• The organisational impact of unmanaged conflict on performance, engagement, and morale

Module 2: Identifying Challenging Behaviour Styles

• Common workplace behaviour styles: passive, aggressive, passive-aggressive, dominant, and emotional
• Recognising early warning signs and escalation patterns
• Triggers, stressors, and environmental influences on behaviour

Module 3: Emotional Intelligence (EQ) in Workplace Conflict

• Developing self-awareness and emotional regulation
• Identifying and interpreting emotions in others
• Responding constructively rather than reacting impulsively

Module 4: Effective Communication for Difficult Interactions

• Principles of assertive and respectful communication
• Applying the CALM communication model
• Using verbal and non-verbal cues to reduce tension and build clarity

Module 5: Practical Tools for Difficult Conversations

• Setting and maintaining professional boundaries
• Structuring and leading challenging conversations confidently
• Language that escalates conflict vs. language that promotes resolution

Day 2: Conflict Resolution Strategies and Sustainable Action Planning

Module 6: Conflict Resolution Frameworks

• Overview of the Thomas-Kilmann Conflict Management Styles
• Selecting the appropriate conflict style for different situations
• De-escalation techniques and maintaining control in high-tension scenarios

Module 7: Managing Common Types of Difficult Colleagues

• The Complainer
• The Know-It-All
• The Silent or Withdrawn Individual
• The Aggressive Communicator
• The Negative or Toxic Behaviour Pattern (addressed strictly within professional and ethical
  workplace boundaries)

Module 8: Problem-Solving in Workplace Conflict

• Identifying root causes rather than surface symptoms
• Prioritisation and decision-making tools
• Adopting a solutions-focused and constructive mindset

Module 9: Building Collaborative and Respectful Relationships

• Creating mutual understanding and trust
• Encouraging positive and accountable behaviours
• Strengthening team dynamics and workplace culture

Module 10: Policies, Ethics, and Professional Standards

• Aligning behaviour management with organisational policies
• Understanding HR processes, documentation, and reporting requirements
• Maintaining professionalism, fairness, and ethical conduct

Module 11: Personal Action Planning

• Identifying immediate applications in the workplace
• Developing long-term strategies for managing challenging behaviours
• Follow-up practices for sustained behavioural change