When Conversations Turn Confrontational – Navigating Conflict with Confidence
Overview
Identify high conflict behaviours early and apply practical techniques to protect relationships, negotiations and professional outcomes
Even the most experienced professionals can find themselves in situations where discussions become confrontational. From disputes over invoices to difficult negotiations or challenging colleagues, conflict can derail productive outcomes if not handled effectively.
This session explores practical frameworks to help you identify the early warning signs of high-conflict behaviour and respond in ways that reduce escalation, maintain professional authority, and keep conversations focused on resolution.
Learning Outcomes:
- Identifying the Type of conflict
- What Conflict Does to Decision-Making
- Understanding High-Conflict Presentations
- Techniques to maintain control of conversations when tensions escalate
- Effective tools to de-escalate
- Communication techniques to keep discussions constructive and outcome focused
Suited to:
All financial, legal and professional services professionals operating in dynamic, high-pressure environments.
This On Demand recording Includes:
- Recording of the Live Webinar, which can be viewed multiple times, for as long as required
- Presenters contact details for follow up questions
- CPD Quiz
- CPD Certificate
- CPD Report – Logged automatically
- PowerPoint Presentation
- Verbatim Transcript, with Searchability
- Supporting Documentation
Course syllabus
3 lessons
- Video – When Conversations Turn Confrontational – Navigating Conflict with ConfidenceVideo
- Feedback Survey QuestionsSurvey
- Knowledge QuizTest
Your presenter
Jacky StockJacky Stock Mediation
is a Sydney based Family Dispute Resolution Practitioner (FDRP) and nationally accredited mediator with AMDRAS, who has worked with firms across the Eastern Seaboard. She has 15 years’ experience in conducting parenting and property mediations and works as a Conflict Management Coach.
Jacky began her career as a lawyer in South Africa before relocating to Australia and transitioning to dispute resolution. Her legal background gives her a strong understanding of family law frameworks and the challenges lawyers face when clients arrive at mediation unprepared for the emotional demands of the process. She has seen how even sound legal advice and well‑structured negotiations can stall when clients struggle with the communication and decision‑making required in the mediation room.
Working collaboratively with family lawyers to support client readiness is the cornerstone of her approach. She focuses on practical solutions to help clients manage the psychological and relational dynamics that often sit beneath the legal issues, equipping clients to engage constructively with the process.