Turn tension into constructive dialogue
Engagement often brings passionate voices to the table: people with strong opinions, emotions, and a deep investment in the outcomes. But passion can sometimes lead to tension, raised voices, or conversations that veer off track. Knowing how to de-escalate and facilitate in the heat of the moment is a vital skill to guide the group towards meaningful outcomes and ensure all voices are heard—not just the loudest.
The Facing Conflict course is designed to equip you with the confidence, awareness and tools you need to navigate these moments with professionalism and care. Take it as a standalone course to enhance your skillset or as an elective toward the Certificate of Engagement, a widely recognised certificate.
Upcoming Course Dates
Browse our upcoming training calendar to see the next available dates for this course.
Benefits of Facing Conflict
Recognise conflict triggers & dynamics
Understand what drives conflict in engagement settings, identify behavioural triggers, and uncover the root causes of challenging responses.
Gain tools and frameworks
Learn proven tools and strategies to de-escalate tension, reframe conflict, and turn challenging moments into opportunities for deeper engagement
Learn how to stay composed and resilient
Develop insight into your own conflict responses and build the confidence, calm and professionalism to stay grounded under pressure.
learning outcomes
By the end of this interactive course, you will be able to:
Understand conflict dynamics
- Define conflict and identify its common triggers in engagement contexts.
- Explain the psychological and emotional drivers behind human responses to conflict.
- Recognize how different conflict styles (e.g., avoidance, confrontation) manifest in group settings.
Master your role as a practitioner
- Clarify your responsibilities in conflict situations, including maintaining neutrality and ethical practice.
- Describe how core engagement models (e.g., IAP2 frameworks) apply to high-tension scenarios.
Develop critical skills
- Detect early warning signs of conflict through behavioural and emotional cues.
- Apply active listening and reframing tools to de-escalate tension and foster dialogue.
- Facilitate “tough conversations” with techniques that keep discussions constructive.
Strengthen personal resilience
- Reflect on your own conflict triggers and reactions.
- Use grounding techniques to remain composed under pressure.
- Implement strategies to enhance long-term professional resilience.
Apply practical tools
- Utilise facilitation methods tailored to conflict-heavy environments.
- Adapt engagement processes to address underlying tensions (e.g., using Condiffe’s 2016 conflict factors).
- Turn conflict into opportunities for deeper stakeholder understanding and collaboration.
Who is this course for?
If you plan and facilitate meetings, workshops, or engagement processes, this course is designed for you. It’s ideal for:
Engagement professionals with 2+ years’ experience
who work in high-conflict or emotionally charged environments.
Public sector and policy professionals
navigating politically charged environments, community backlash, and competing stakeholder agendas.
Leaders, changemakers & strategists
whose roles depend on behavioural awareness, facilitation tools, and personal resilience.
Hear from our trainers
Download course prospectus
What our engaged students are saying
Why learn with the Engagement Institute?
As the peak body for community and stakeholder engagement in Australasia, the Engagement Institute ensures our training is practical, relevant, and industry leading.
- Hands-on learning with real-world case studies
- Inclusive training blending theory and practical knowledge
- Experienced trainers who are also seasoned practitioners
- Recognised as the engagement standard across Australia and New Zealand
- Contextualised training materials for local relevance
- Flexible learning pathways and pacing
- Invaluable resources, including a training manual and templates
