Success Skills 2 - Dealing with conflict situations (ROI/NI) - On Demand

Format

This course was recorded in March 2026.

Who should attend

This workshop is designed for anyone who needs to manage difficult or sensitive conversations in a professional setting.

Course overview

Some key topics that were explored during the session included: 

• Discuss the biggest challenges facing you when dealing with difficult conversations.
• Apply a three-step approach to ensure difficult conversations have positive outcomes – establish, explore & explain
• Maintain a customer centric approach when handling these conversations, learn how to defuse an emotive situation, keep control of the conversation and be assertive when dealing with difficult clients.
• Realise the impact of our communication style on difficult conversations, phrases to avoid and phrases to use.
• Be able to use open questions and good listening skills - how to get to the root of the problem.

Key Learning Outcomes

• Confidently Manage Difficult Conversations Using a Structured Approach
• Strengthen Communication Skills to Prevent and Resolve Conflict
• Maintain Professionalism and Control in Emotive or High‑Pressure Situations

Speaker Bio

Sean McLoughney, founder of Learning Curve, is a sought-after learning and development specialist, author and speaker. He helps organisations improve the job satisfaction and productivity of their people. Sean is the author of Meaningful Performance Reviews and Time Management published February 2020, both of which are published by Chartered Accountants Ireland.