Every business faces the possibility of encountering “difficult people” on a daily basis. Being able to acknowledge and manage differences in opinion and personality are critical skills for any professional in the commercial world. It is possible to understand, empathise with and respect people who see things differently – sometimes, the greatest progress is made when we do.

Whether an individual or team is experiencing conflict, it’s important that it be resolved effectively and efficiently. Strategies are developed to manage and minimise instances of conflict, remembering, of course, that some conflict can be constructive. Being able to manage the balance between productive and destructive conflict is a valuable skill.

This module expands on the theme that people are not their behaviours, and explores what “difficulty” and “conflict” are, as well as the consequences of unresolved conflict and developing personal strategies for resolving differences.