HCPA

Resolving Conflict, Providing Feedback, and Managing Complaints - Essential Knowledge and Skills for those New to Leadership
2026-10-12 10:00 - 16:00 (Europe/London) | HCPA, Mundells Campus, Mundells, Welwyn Garden City, AL7 1FT
Course fee: HCPA Standard Member: Fully funded*
Associate/Network Member: £37.50+VAT | Non-member: £75+VAT

One day course at HCPA Campus
Effective leadership requires the ability to navigate conflict, provide constructive feedback, and manage complaints with confidence and professionalism. This course is designed for those new to leadership or taking on new responsibilities, equipping them with the essential skills to handle challenging workplace situations effectively.
Learners will be able to identify common causes of conflict and explore practical resolution strategies, including mediation and feedback techniques. The course also addresses the complexities of difficult conversations, providing a structured, five-step approach to ensure productive and solution-focused discussions. Additionally, learners will gain insights into complaint management, from identifying common issues to conducting thorough investigations and reaching evidence-based conclusions.
Entry requirements:
Learners who attend this course need to be New to Leadership.
Learning objectives:
• Recognise the different types and common causes of conflict and identify the possible outcomes of conflict resolution.
• Utilise different tools to manage conflict including feedback and mediation.
• Understand what makes conversations difficult and why we need to have them.
• Explore a 5-step strategy that covers: preparation, solution focused communication and action planning.
• Identify common types of complaints and analyse the stages of the complaint handling process.
• Utilise investigatory techniques to reach evidence-based conclusions.
*Please note: As per our T&C’s, this course carries a fee in the event of non-attendance, non-completion or late cancellation.
Bookings of more than two delegates per site may be amended to allow access to all member organisations at the discretion of HCPA.
Delegates who are late may not be admitted into the training and a cost incurred
