Managing Conflict

by Ben Rawal
access120 days access
cpd hours4 CPD hours

This course will enable you to:

  • Understand the factors that contribute to conflict and how you can deal with it
  • Deliver constructive feedback
  • Identify the symptoms and indicators of conflict amongst individuals and teams
  • Manage emotions and overcome conflict
  • Deal with conflict in your finance team

Whether working in audit, or simply managing the annual budget process, conflict is an unfortunate fact of life for the finance professional. It is only by understanding the underlying mechanisms that cause conflict in the first place that we can identify the best approach to overcome it, and return to a more efficient working environment.

This course explores why conflict arises and how emotions, feedback and personality contribute to conflict. Discover how to analyse conflict and manage emotions to overcome issues and promote harmony within your finance team.

Understanding conflict

  • Accountants and conflict
  • What is conflict?
  • The importance of managing conflict
  • The psychology of conflict
  • The conflict tolerance matrix
  • Using the conflict tolerance matrix


  • The importance of feedback
  • Asking for feedback
  • Learning from feedback
  • Dealing with feedback
  • Giving difficult feedback

Analysing conflict

  • Other causes of conflict
  • Personality clashes
  • Rooted to the ground…

Managing your emotions

  • Keeping control
  • Losing control
  • The anger triangle
  • The importance of detail
  • The process
  • Using the anger triangle

Achieving a successful outcome

  • From conflict to success
  • The right behaviours in the right way
  • Rapport
  • Using the power of our senses
  • Using language to create rapport
  • What does assertiveness mean to you?
  • The assertiveness scale
  • Unavoidable conflict

Ben initially started his career working in audit and finance, before moving into behavioural consultancy and training. He is a chartered accountant (FCCA) and has an MBA from Warwick Business School. In recent years, he has specialised in advising senior leaders on how to improve organisational behaviours, supported through training in Neuro Linguistic Programming (NLP) and Executive Coaching. Ben is a Director and Lead Consultant with Aspire Consulting Solutions. Aspire provides leadership, communications and team development options for finance and assurance professionals.

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ACCA partner with to provide high quality CPD for members. As an ACCA member, you are required to complete at least 40 relevant units of CPD each year, where one unit is equal to one hour. 21 units must be verifiable; the other 19 can be non-verifiable.

Verifiable CPD
Your course counts as verifiable CPD, if you can answer "yes" to these questions:

  1. Was the learning activity relevant to your career?
  2. Can you explain how you will apply the learning in the workplace?

You select courses that meet these criteria, and as you complete each course you get a CPD certificate so you can provide ACCA with the evidence that you undertook the learning activity.