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From Conflict to Collaboration
Difficult conversations become more constructive when we pause, listen and seek to understand.
Not one “right” way to communicate
From Conflict to Collaboration is a reflective communication programme. Rather than teaching scripts, it encourages people to develop greater awareness of themselves and others, explore different perspectives and respond more thoughtfully when communication becomes challenging.
The programme uses a building-block approach. Part One focuses on awareness and reflection, and Part Two moves into practical communication, repair and the P.R.E.P.A.R.E. framework.
Awareness & reflection
Understanding how everyday interactions build or reduce trust, and how we each see situations differently.
Relationships and communication
How everyday interactions build or reduce trust over time.
Louder than words
A reflective discussion on how small behaviours speak volumes.
Seeing things differently
A short story exploring how we all see the same situation in different ways.
Workplace incivility
What incivility is, its real-world impact, and what we can each do about it.
Communication styles
Recognising that people approach communication in different ways.
Emotional intelligence
Self-reflection and a short film on noticing internal signals.
Everyday communication
The small moments that help people feel listened to and valued.
Practical skills
Recognising distress and responding constructively when conversations become challenging.
By the end of Part Two, participants can
- Recognise how stress or distress can affect behaviour and communication
- Use active listening and presence to understand another person
- Respond constructively when communication goes off track
- Use P.R.E.P.A.R.E. to navigate challenging conversations
Stress and distress in practice
How pressure shows up in behaviour, in ourselves and others.
Active listening
Listening to understand rather than to reply.
Being present in conversations
Presence, tone and body language, and what people notice beyond words.
When things don’t go to plan
Acknowledging concerns, repair and agreeing next steps.
The P.R.E.P.A.R.E. framework
A simple, memorable structure for challenging conversations.
Scenario practice
Group discussion of realistic situations drawn from care settings.
Closing reflection
One small change each person would like to focus on.
P.R.E.P.A.R.E.
Simple words and visual cues that are easier to recall under pressure.
Pause
Take a moment.
Regulate
Steady yourself before responding.
Explore
Understand what may be happening.
Plan
Decide what needs to happen next.
Act
Take the next step.
Review
Notice what happened.
Exit
Close clearly, respectfully and safely.
The facilitator pathway
Organisations can build their own capability by training facilitators through a supported eight-stage pathway.
Experience
Take part as a participant
Familiarise
Get to know the resources
Practise
Facilitate your area
Deliver
Put learning into practice
Observe
Learn from each other
Evaluate
Use evidence
Reflect
Make sense of it
Develop
Keep growing
Everything needed to deliver well
Facilitator guide
Step-by-step support for every part of the session, including purpose, timing and key takeaways.
Participant workbook
Space for private reflection. Participants choose what they wish to share.
Session materials
Slides, stories and short films that guide the shared session.
Frequently asked questions
Who is the programme for?
Teams in health, social care and community settings, as well as leaders and organisations delivering essential services where communication matters.
Do the two parts need to be delivered in order?
Yes. The programme uses a building-block approach, with Part Two building on the awareness developed in Part One.
Will participants have to share personal experiences?
No. The workbook is for private reflection and people always choose what they wish to share.
Can our own staff deliver the programme?
Yes, through our facilitator licence and supported development pathway.
Working together starts with a conversation
Tell us about your team and we’ll explore what fits.