Managing High Conflict Behavior in the Workplace
Practical, structured tools for managing high-conflict employees — recognize the patterns, reduce escalation, and build a more functional workplace culture. Built for HR, managers, and people leaders who need real strategies for difficult employees, not platitudes. Start using the skills the day you finish.
Your instructor
Michael Lomax, JD
Mediator & Trainer
Upcoming live sessions
All dates U.S.-based · times in Pacific Time (PT)
- Open
November 19, 2026
9:00 AM – 4:30 PM PT · single-day live cohort
500,000+
professionals trained worldwide
The 5% of employees that consume 50% of management time.
Every workplace has them — the employees and stakeholders whose patterns of blame, all-or-nothing thinking, and extreme behavior eat disproportionate attention from HR, managers, and leadership. Standard conflict resolution approaches don't move them. This training gives your team the structured response built specifically for that 5% — protocols you'll use in emails, in meetings, in difficult conversations, and in the rooms where escalations get decided.
Outcomes you'll bring back from Managing HCPs at Work.
- Identify common patterns of high-conflict behavior — and recognize them early.
- Apply structured, repeatable communication tools instead of reacting in the moment.
- Set limits and reduce escalation with predictable, defensible techniques.
- Manage defensiveness, blame, and all-or-nothing thinking without inflaming the situation.
- Use EAR Statements™ to calm reactive employees, customers, and stakeholders.
- Apply BIFF Response® to written communication — email, complaints, and follow-up.
- Strengthen self-management skills to stay calm under workplace pressure.
- Build healthier interactions and accountability across your team.
Who Managing HCPs at Work is built for.
HR Professionals
Workplace conflict training for HR business partners and employee relations leaders managing difficult employees and chronic escalation cases.
People Managers & Supervisors
Real scripts and frameworks for the hard conversations managers avoid.
Directors & Executives
Org-wide patterns you need to recognize as a leader — and how to address them at scale.
Ombuds & EAP Teams
Structured tools for confidential conflict intake and intervention.
Union Representatives
Navigate high-conflict grievances and member situations with a clear protocol.
Conflict Engagement Specialists
Add HCI methodology to your existing practice.
How Managing HCPs at Work is delivered.
Complete the 3-hour on-demand course on your schedule, then join your cohort for a 6-hour live training on Zoom — interactive Q&A, real scenarios, and live practice with the instructor.
- 3 hours on-demand course — Self-directed online lessons you complete on your schedule before the live session.
- 6 hours live virtual training — Interactive Zoom session with the instructor and your cohort — practice and Q&A.
- Certificate of Completion — 9 CE hours documented for submission to licensing boards where applicable.
- Email support included — Direct access to HCI for follow-up questions (1–2 business day response).
Methods taught in Managing HCPs at Work.
BIFF Response®
Reply to hostile email and text without making it worse — Brief, Informative, Friendly, Firm.
EAR Statements™
Three-second verbal moves that calm an upset person — Empathy, Attention, Respect.
4 Big Skills™
Flexible Thinking, Managed Emotions, Moderate Behaviors, Checking Yourself — the core framework.
CARS® Method
A four-part approach for high-conflict cases: Connecting, Analyzing, Responding to misinformation, Setting limits.
Michael Lomax, JD
Internationally recognized conflict resolution trainer, mediator, and author with more than 25 years of experience helping leaders, HR professionals, and union representatives navigate high-conflict behavior in complex workplace environments.
Michael is the co-author of Mediating High Conflict Disputes and has delivered hundreds of workshops across Canada, the U.S., and Australia. He has designed conflict management programs for government departments, defense organizations, and major unions, and coached leaders through high-stakes workplace conflicts at every level.
He practiced law for over 20 years and is a Senior Lecturer at Monash University Law Chambers, teaching graduate-level dispute resolution. He's a recipient of the Susanna Jani Award for Excellence in Mediation.
Program co-developed with Bill Eddy, LCSW, Esq. — co-founder of the High Conflict Institute.
Trusted by professionals across industries.
I have been in a HC workplace for 6 years, and been the punching bag because of my people pleasing and avoidant style. Michael showed me a way forward in a situation where I feel hopeless. As a racialized woman, I can have my guard up taking training from someone who doesn't seem to have my lived experience. Michael was wonderful at making sure everyone felt included and handled gender issues with compassion and clarity.
Our staff has been asking for practical, hands-on instruction, and Michael's session nailed it.
These tools will help my clients defuse workplace tensions and create a more harmonious work environment.
I walked away with many helpful tips, insights, examples, and practical tools I could implement immediately.
This training provides tools and skills so that all leaders are equipped to handle challenging staff.
The focus on key leadership areas gives participants a real-world 'here's how you do it' approach.
Managing HCPs at Work — frequently asked questions.
Who is this course for?
What is the format?
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Will I get continuing education credits?
Do you offer discounts?
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Ready to enroll?
Enroll an individual seat now, or talk to us about a private cohort designed around your organization's actual cases.
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