Conflict in Engagement

Course overview

Conflict is complex, difficult, unpredictable and something we can’t avoid as engagement practitioners. Whether it’s new social housing (not in my backyard) or a tunnel under their feet, we know that the community expects to have a voice. 

In this course you’ll learn how to stand in the community’s shoes so you can understand how they feel and think through what they might want. You’ll learn a framework for thinking ahead and practical tools to make the conflict as positively productive as possible for the community and for your organisation or client. 

Join our notification list below for dates and pricing. Delivered online wherever you are.
20 participants only.

What you’ll learn

In this one-day online course, you’ll:

  • ^Explore the five dimensions of engagement conflict, what is ‘appropriate’ and what is aggressive
  • ^Learn how to anticipate difficult situations and challenging behaviours before they reach crisis level
  • ^Place the IAP2 Community Engagement Model’s profiles at the centre of your engagement planning
  • ^Identify the triggers and context for conflict in engagement
  • ^ Recognise affective and functional conflicts, how to tell the difference, what to do in each case – and the consequences of ignore them
  • ^Understand strategies for responding to difficult situations and challenging behaviours with individuals and with groups
  • ^Learn about the role of emotional intelligence and managing your own hot buttons
  • ^Appreciate how context of the group and individuals can influence their response
  • ^How ‘online’ changes things
  • ^And much more

It’s more than theory

This is designed to be a practical course. You will:

  • ^Practise responses to difficult situations using practical tools and frameworks
  • ^Understand your role and manage your behaviour
  • ^Learn how to build personal resilience
  • ^Discover ways to reduce conflict ‘in the moment’
  • ^Practice direct and non-verbal ways to manage conflict in a group
  • ^Explore emotional intelligence
  • ^Learn about the ‘amygdala highjack’ and how to handle it in others and ourselves
  • ^Apply your new learning to recent engagements to analyse what you could do differently
  • ^Analyse the impact of environments on your engagement
  • ^And much more!

Who is this course for?

Conflict in engagement is great for:

  • ^Anyone who needs to work with groups or high-stake individuals.
  • ^Whether you’re early career or expanding your practice, this course can help you take the next step to confidently managing conflict, both when you can plan for it and when it arises unexpectedly.


  • ^8:30am – 4:30pm (includes 30-minute technical onboarding and breaks)
  • ^Online delivery using Zoom (you can join online and don’t need to install anything)
  • ^Training scenarios
  • ^Course material including the templates and tools for each stage

Training participants say…

“Complex strategies = The content – I really enjoyed the framework provided – I will be implementing this within our own organisational community engagement framework.”

“Eye and ear opening. A string of valuable questions asked that push your boundaries, sometimes uncomfortably, but with real meaning and lessons learnt.”

“Amanda Newbery is the best trainer I have had to date. She was knowledgeable and engaging. She also went into the group work in Miro and made suggestions in the breaks – which has never ever happened before in a training course i have done with IAP2.”

“Alice is super supportive and brings everyone’s ideas and inputs into the course, and provides relevance.”

Training participant

Yesterday I went to bed later than I am used to. Not because I had insomnia, but because I was participating in the brilliant #digitalengagement webinar
promoted by Articulous Communications in Australia, and lead by Alice Sherring.

I have to say, it was amazing!! It made me change my way of understanding digital engagement. I now believe it CAN be as powerful as offline #communityengagement. It can even produce better results, especially for engaging with #GenZ and for effectively “meeting people where they are”.

Let’s be clear: digital engagement is NOT only #Zoom and #SocialMedia. I’m impressed with the strategic view of the digital engagement tools presented
in the webinar.
I can’t wait to know more about it! Alice and Articulous Communications,
thank you very much for this experience!

Aline Faiwichow Estefam - Training participant
Trainers Alice Sherring and Amanda Newbery sitting on the couch

Your trainers

Alice Sherring

With more than a decade of experience developing innovative stakeholder engagement strategies for complex projects, Alice is a highly sought-after facilitator, trainer and strategist.

An experienced trainer, Alice is known for her ability to clearly articulate and explore complex concepts and problems with diverse groups. Alice has provided executive coaching services for managers and executives in Queensland.

Amanda Newbery

Amanda is an international award-winning engagement and communications expert who has led multiple ground-breaking projects. Widely recognised for her ability to quickly understand attitudes, perceptions and markets, Amanda leads a team of senior professionals at Articulous, the award-winning company she founded.

Amanda is a high-energy facilitator who can inspire innovation and deftly bring people to consensus. Her passion makes her a highly sought-after speaker.