Develop greater confidence, resilience, and skill in handling workplace conflict through this practical twelve-hour course.

Learn to navigate tensions, improve dialogue, and respond constructively — whether you're managing people, resolving grievances, or supporting others. Sessions include facilitator input, guided self-reflection, and interactive group exercises. This course is ideal for anyone tasked with managing or resolving conflict in the workplace.

The course is also offered as an optional foundation course to the negotiation skills course.

When and where?

2025 dates: 27, 28, 30 and 31 October 2025 (Monday, Tuesday, Thursday and Friday), 14:00 to 17:00 SAST

2026 dates: 23, 24, 26 and 27 March 2026 (Monday, Tuesday, Thursday and Friday), 14:00 to 17:00 SAST

Note that the 2026 course will be presented until the title Working better with workplace conflict.

This course will be held remotely, most likely on Zoom - exact details will be sent to registered participants a few days before the course.

Course outline

The following topics will be covered across four online sessions:

  • Understanding what conflict is — and isn’t — in the workplace 
  • Building conflict comfort and resilience 
  • Recognising your personal conflict style and its effects 
  • Analysing conflict using key tools (Iceberg Model, Conflict Circle, Conflict Path) 
  • Choosing strategies that match the type and stage of conflict 
  • Communicating in conflict: listening, asking, framing, and staying centred 
  • Responding constructively to difficult conversations and emotional intensity 
  • Exploring informal, formal, and hybrid approaches to conflict resolution 
  • Understanding how workplace dispute systems shape behaviour and outcomes 
  • Considering your role in shaping a more constructive workplace conflict culture

Download an extract from the course manual to find out more about one of the topics that will be covered.

Course outcomes

By the end of the course, participants will:

  • Gain insight into their personal conflict approach and how it affects outcomes 
  • Be able to analyse and interpret conflict using tried-and-tested frameworks 
  • Apply core skills for de-escalating tension and promoting resolution 
  • Understand how and when to act — and what options are available 
  • Recognise the role that systems and structures play in workplace conflict 
  • Strengthen their ability to respond with clarity, composure, and strategic intent

Who will benefit from this course?

This course is designed for workplace role-players who handle conflict as part of their professional responsibilities — including managers, team leaders, HR professionals, shop stewards, and union representatives.
The course is also offered as an optional foundation course to the negotiation skills course.

Presenter

David Woolfrey is a practising attorney and an experienced trainer and practitioner in conflict and dispute resolution. He brings a practical and reflective approach to training, combining years of legal practice with deep experience in workplace mediation, organisational conflict interventions, and the design of dispute resolution systems. David is known for his ability to translate complex theory into useful, everyday tools — and for creating space for learners to examine their own patterns and build real-world confidence in working with conflict. He has worked with managers, HR professionals, trade union officials, and others tasked with resolving disputes and fostering healthier workplace relationships.

How much?

2025 fee: R5,760 per person

2026 fee: See course brochure

Certificate

A digital certificate of attendance from UCT will be issued to those who attend the full course.

Please note that the digital certificate can only be viewed on a secure portal. It cannot be downloaded or printed. You will have the option of ordering a hard copy of the certificate at your own cost, including the cost of the courier fee. More information is available here.

No certificate will be issued without the full course fee having been received. Please allow up to three weeks after the end of the course for certificates to be processed.

How to sign up

Complete and submit the registration form (for the 2026 course look for Working better with workplace conflict). You will then be given the payment information. Please note that registrations will not be accepted until payment has been made.

One or two days before the course, we will send you the Zoom link. You will need to register and use a password to enter the virtual classroom.

Registrations close three days before the course starts.

Download the 2025 brochure. Download the 2026 brochure.

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