Dealing with Conflict and Complaints

Dealing with conflict is neither fun or enoyable, but it often falls to the leader to mediate and resolve. People handle conflict differently, and understanding the styles that people use to manage conflict helps the leader maintain control and composure, while moving them through towards a resolution. With an understanding of people’s differences, leaders can engage in conflict with an even temperament and communication skill that defuses the situation and skilfully moves people towards a resolution

Key content

  • Understanding the reasons conflict arises: ranging from miscommunication, to a dislike of each other, the reasons for conflict vary. 
  • Different styles for managing conflict: understanding what the conflict style is communicating to you about perception.
  • Active listening: what are you listening for, what does active listening involve.
  • Maintaining control: steps to maintain control and composure.

Who should attend?

This course is open to any leader working in the local government sector and will be of particular interest to:
  • Experienced team leaders
  • Supervisors
  • Managers
  • Any leader wanting to improve their ability to manage conflict.

Benefits for the delegate

Participants will leave this workshop with knowledge of various ways to manage conflict and the ability to handle a conflict situation with more confidence.

Benefits for council

Council can expect decrease in escalated conflicts, with participants on all levels confidently managing discussions for a ‘winwin’ solution.

Delivered in council

If you have a number of people at your council or in your region that would benefit from this programme, this course is available for in council delivery.  With any group size up to 20, room size permitting, we will come to your council and deliver a tailored version of the course designed for your team members. 

For the cost of this course to be delivered at your council or in your region please contact
Mia Wall
Learning and Development Coordinator 
02 8297 1201 

Capabilities framework

The descriptor level for the course is set at an ‘Intermediate’ level and will cover the following capabilities:

Personal attributes:   Display resilience and courage
 Value diversity
Relationships:  Communicate effectively
 Work collaboratively
 Influence and negotiate
Results:  Think and solve problems
People management:    Optimise business outcomes
 Manage and develop people      
To discuss options and ways to tailor the content to your local council please contact Gavin at LG Professionals, NSW:

Gavin Carnegie, Learning and Development Manager
P 02 8297 1211          
M 0408 944 107