Turn workplace conflict into competitive advantage
Friction to Fuel is a three-day executive training for team leads, department heads, HR managers, project managers and senior managers who want to master the psychological frameworks and tactical communication techniques required to transform workplace disagreements from destructive friction into high-fidelity collaborative outcomes.
Most managers work in environments where “false harmony” (polite silence) masks deep-seated inefficiencies, or where volatile friction stalls project momentum. They are caught between the need for “radical candour” and the fear of damaging professional relationships leading to team dysfunction, unspoken resentments, or the aftermath of poorly handled past conflicts. They recognise that avoiding difficult conversations creates more problems than it solves, but lack structured frameworks for productive confrontation.
This programme provides the frameworks and practical skills to transition from “Conflict Avoider" to “Conflict Catalyst”. You will gain the confidence to navigate "the heat" without burning bridges and be able to establish a “psychologically safe” culture where disagreement is seen as a sign of high engagement and a prerequisite for excellence, not a personal attack to be avoided.
| Competency Anchor (Universal) | Functional Skill (Domain-Specific) | Behavioural Indicator (CC2 Practitioner) |
|---|---|---|
| Emotional Regulation & Empathy | Emotional De-escalation | Manages stress effectively without affecting work quality; validates others’ perspectives before responding; adapts approach when sensing others’ emotional states; builds trusting relationships with immediate stakeholders |
| Inclusive Leadership & Psychological Safety | Root-Cause Friction Analysis | Actively draws out contributions from quieter team members; gives credit publicly and constructive feedback privately; creates space for dissenting opinions without penalty; adapts communication approach for colleagues with different working styles |
| Intelligent Process Architecture | Conflict Resolution Protocol Design | Maps end-to-end processes using standard notation; builds automations using low-code/no-code platforms; measures time savings and error reduction from process improvements; maintains and troubleshoots existing workflows |
| Persuasive Storytelling & Stakeholder Alignment | Interest-Based Negotiation | Crafts persuasive proposals tailored to audience interests; negotiates standard agreements achieving win-win outcomes; builds professional rapport with key stakeholders; handles objections calmly and constructively |
Programme emphasises both digital and non-digital conflict resolution tools. Participants learn established frameworks (TKI, Crucial Conversations structure, Nonviolent Communication) alongside modern technology-enabled practice methods.
Pre-Programme Preparation (Completed 1 week prior to Day 1): Participants complete individual 30-minute online briefing with the programme trainer covering personal background, current conflict challenges, programme expectations, and prerequisites.
| Evidence Artefact | Description | Competency Demonstrated |
|---|---|---|
| The Conflict Map | A visual breakdown (Miro/MURAL) of a real workplace disagreement, identifying the underlying interests, fears, and needs of all parties with proposed resolution pathway | Inclusive Leadership & Psychological Safety; Persuasive Storytelling & Stakeholder Alignment |
| The Resolution Script | A written transcript of a "Crucial Conversation" using the 4-step protocol, demonstrating neutral framing, interest surfacing, and the use of "Contrast Statements" | Emotional Regulation & Empathy; Intelligent Process Architecture |
| The Peer Facilitation Evidence | Documentation from Day 3 capstone assessment showing facilitation of resolution between two colleagues, including observer feedback and trainer assessment | All four competencies |
| The Retro-Friction Evidence Pack | Documentation of one "Retro-Friction" huddle conducted with actual team during implementation bridge, including agenda, participation data, topics addressed, and outcomes achieved | Inclusive Leadership & Psychological Safety; Intelligent Process Architecture |
Embark on a transformative coaching journey with Tony, a seasoned leadership expert with an illustrious career spanning three and a half decades at the British Council. His world travels have not just been a testament to his vast global experience, but also a rich source of insights into diverse organisational cultures and dynamics. With a genuine passion for people development, Tony’s executive coaching is more than just guidance—it’s a masterclass in self-discovery and leadership development. Dive deep into tailored sessions that draw on his vast industry knowledge, offering you unparalleled insights that guide you in arriving at your own personal strategies. With Tony by your side, unlock the leadership excellence within you, driving both personal and organisational success and fulfilment.
