Thursday, 09 October 2025
09:15 - 13:00
(
3 hours 45 mins )
Online
Workplace conflict is inevitable - but long-winded processes and formal grievances aren’t the only answer. If you’ve ever struggled with how to address poor performance, difficult behaviour or rising tensions in your team, this course is for you. Scott Alexander of Scott Alexander Mediation Plus, facilitates this two-part online workshop designed for HR, managers, and team leads. This isn’t a sit and learn workshop. It’s practical, interactive, and packed with real-world insights. Between sessions, you’ll also complete a practical AI-assisted ‘homework’ task that will help you rehearse tricky conversations in a safe, supported way.
In part one, participants will focus on models, great questions to ask in 1-2-1 meetings, and simple-to-embed techniques that will allow you to take control of challenging conversations – such as poor performance issues, attitudinal matters, and conflict at work.
In part two, participants will use different questions, tools and exercises that will reduce the need to resolve problems – you will focus more on ways to help build positive working relationships, that allow you to really hear employees (and help them hear you), and how you can become an even better boss and create more value and increase employee and team performance.
You will leave with loads of practical tools, graphics, techniques and other resources that will enable you to have great conversations (that you and employees will actually look forward to having) back in your workplace. You’ll also learn how to shift from being a “problem fixer” to a conversation leader - someone who builds stronger, more resilient relationships.
Designed for busy HR teams and managers who need to act fast and effectively. You’ll gain immediately usable skills for handling tension and rebuilding rapport, not just theory. Plus, you’ll explore how AI can support - not replace - your judgement, helping you structure difficult conversations and save valuable time, all while preserving crucial workplace relationships.
Perfect for HR professionals, team leads, and managers who find themselves thinking, “This could get awkward…” and want practical tools (and a little AI backup) to handle challenging behaviour before it turns into a formal headache.
Ignoring tension doesn’t make it go away - and formal processes aren't always the best first step.
This workshop gives you practical, time-saving tools to handle tricky behaviour and conversations early, confidently, and constructively.
You'll build real skills you can use straight away, from team meetings to those surprise corridor chats - and discover how AI can take the pressure off by helping you plan what to say when it matters most.
Think less stress, fewer grievances, and stronger workplace relationships.
All topics outlined will be delivered; however, the sequence in which they are presented may vary to best support the learning experience.
Day 1
Understanding and Responding to Conflict
We’ll kick off with quick polls to surface some of the challenging behaviours we’ve all come across at work. It’s a low-pressure way to reflect, find common ground, and ease into the session. Responses will appear live, and Scott Alexander, our expert facilitator, will use them to shape the conversation and set the tone for the rest of the morning.
CIPD research reveals nearly a quarter of workers report conflict at work but what are the causes? We’ll look at how the Thomas–Kilmann Conflict Model helps identify your typical response style in conflict situations - and when a different approach might serve you better.
When tensions rise, it’s easy to fall into judgement. But what if we paused to ask, what else might be going on? This session explores how curiosity - rather than assumption - can be a powerful tool in resolving workplace conflict. Together, we’ll examine how conflict drives behaviour and build your self-awareness too.
Scott will outline how conflict escalates. He’ll introduce models for you to frame your response appropriately, recognise early signs of conflict escalation, and respond in ways that help you move the situation forward in a positive way.
In this live demo (no volunteers needed!), you’ll explore real moments where people leaders face conflict- and how the way they respond sets the tone for the whole team. When leaders insist on being “right,” it can fuel tension and create division. But when they focus on understanding what’s really going on, they model the kind of curiosity and calm that builds trust. You’ll learn how to spot the turning points that help uncover root issues early, resolve them effectively, and set a positive standard your team will follow.
When people feel their status is being undermined – that they’re not respected, not listened to, or not valued – tensions can quickly escalate. We’ll explore how acknowledging and restoring status can be a powerful step in reducing conflict and rebuilding constructive working relationships.
The traditional feedback sandwich is past its sell-by date - often coming across as insincere and missing the mark. In this session, we’ll show you how to replace it with genuine praise and ‘building conversations’ using models that tackle issues constructively and support growth to step up your feedback game and create stronger high-performing teams.
We’ll unpack how AI tools can support in planning for more challenging conversations at work. From structuring your approach using conflict models to refining the questions you ask, AI can be a helpful thinking partner - when used safely, thoughtfully and ethically.
You’ll learn how to prompt AI effectively, avoid common risks, and apply insights from earlier sessions to generate options and prepare with greater confidence.
We’ll finish with a short summary of the day, highlight key tools and ideas to take away, and outline next steps including next week’s follow-up discussion on your AI homework.
Day 2
Mediation and Coaching Skills for Sustainable Relationships
Welcome back! We’ll hear how you got on with the AI prompts - what you tried, what surprised you, and how useful (or not) you found it in planning for real conversations. What would you keep, adapt, or discard from what the AI offered you?
It’s a chance to share reflections and pick up new ideas from each other.
Timing is key to addressing issues, whether it's managing behaviour or performance. Scott will look at how you should assess and prepare for a range of conversations.
When conflict shows up at work, people managers and HR professionals are often expected to step in with clarity and calm. But what does that look like in practice? Find out how to handle difficult conversations confidently, reduce reliance on formal processes, and resolve issues early - saving both time and money.
"The single biggest problem in communication is the illusion that it has taken place." - Patrick Lencioni, Author of The Five Dysfunctions of a Team
Persuasion isn’t about being right - it’s about opening space for learning. This session explores how to approach sensitive conversations with curiosity and care, so you can be honest without causing harm.
Difficult conversations can range from interpersonal conflict between team members to allegations of bullying. Watch live examples of a difficult conversation playing out – with the chance to pause, react and plan what you would do in a similar situation.
Strong relationships don’t just happen - they’re built, one conversation at a time. This session explores how coaching techniques can deepen rapport and build trust, especially when stakes are high. Learn how tools to help structure conversations to address poor performance or attitude, reduce tension, and create the kind of working relationships where people feel safe to speak up and step up.
While many issues can be resolved internally, sometimes bringing in an external mediator helps restore trust and perspective when tensions run high. We’ll look at the stages to help you ensure conversations remain constructive and people feel safe and supported throughout.
Time to turn insight into action. In this close to the session, you’ll reflect on key takeaways and choose practical next steps to apply in your own team. This is your chance to commit to what you’ll do differently with clarity, confidence, and purpose.
With a career in employment relations and employment law dating back to 1986, Scott has accumulated a wealth of experience in workplace dispute resolution and prevention. In recent years, he has chosen to focus on what he regards as the most effective form of alternative dispute resolution - mediation. Believing strongly in its potential to rebuild broken relationships, Scott views mediation at its best as a transformational, rather than a merely transactional, process.
Scott also offers complementary services that draw on the same interpersonal skill set, including mentoring, coaching, training and facilitation. His overarching goal is to contribute to making the world of work a more supportive and empowering environment for all - boosting confidence, encouraging positive feedback, and helping individuals and organisations thrive.
