Defusing Difficult Situations - Turning Conflict into Calm

If you work alone and/or regularly deal with challenging or angry people, you know how stressful and draining those encounters can be. This workshop gives you practical tools and proven techniques to stay calm, defuse tension, and turn conflict into constructive dialogue — even in high-pressure situations.

You’ll leave feeling more confident, in control, and equipped to handle difficult conversations without escalating the problem.

What Makes This Workshop Different?

Real-world relevance: Designed for professionals who work solo and face compliance disputes.
Science-backed strategies: Learn how the brain reacts under stress and how to regain control.
Practical and interactive: Hands-on exercises, and tools you can use immediately.
Focus on safety and professionalism: Protect your wellbeing while maintaining authority and rapport.

Key Learning Outcomes

By the end of this workshop, you will be able to:

Understand conflict: What it is, why it happens, and its impact on individuals and organisations.
Recognise your conflict style: Explore the Thomas-Kilmann model and learn when to adapt your approach.
Manage emotional triggers: Discover the neuroscience of conflict, the role of the amygdala, and how to stay calm under pressure.
Apply the SCARF model: Reduce perceived threats and build trust in tense situations.
Decode emotions: Use Paul Ekman’s insights to recognise and acknowledge emotions as a form of communication.
Regulate stress effectively: Practice techniques to maintain composure and clarity.
Master listening skills: Learn active, reflective, and empathic listening to defuse anger and build rapport.
Expand perspective: Apply Paul McGee’s “Remember the Beachball” to understand different viewpoints.
Create a personal conflict resolution plan: Step-by-step strategies for handling difficult conversations confidently.

What You’ll Take Away

A practical booklet packed with tips, tools, and reflection exercises.
A conflict resolution checklist for real-world use.
Techniques to engage the rational brain and reduce emotional escalation.
Greater confidence in handling angry or resistant individuals professionally.

Who Should Attend?

This workshop is ideal for:

Lone workers in regulatory or enforcement roles
Anyone who regularly faces challenging conversations in the field

This session will be delivered by:

John Sunderland-Wright; who brings over 25 years of expertise in resilience, mental toughness, and peak performance to answer that question. A dynamic speaker and facilitator, John combines cutting-edge neuroscience, biofeedback technology, and practical tools to help individuals and organisations unlock their full potential. His engaging, down-to-earth style makes complex ideas simple and actionable, leaving audiences inspired and equipped to perform at their best—no matter the challenge.

Date and time: 23 June 2026 10:00 - 13:00
Location: Online, via MS-Teams
Rate: Members £50 / Non Members £140 (excluding vat)
CPPD: 2.5 hour

Book Your Place on this Course

PLEASE NOTE : By clicking on the above link, you will be taken to CTSI's Booking Portal, where you can select your session and enter your details.

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