Understanding Behaviour at Work: Emotional Intelligence, Leadership & Conflict Management

Leading and facilitating groups is not just about delivering tasks or keeping things on track, but understanding behaviour, responding well to challenge, and creating the conditions for people to feel supported and contribute positively.

This interactive eLearning course is designed specifically for creative, cultural, and heritage settings, but the principles and practical tools are relevant to collaborative work in any sector. It explores how behaviour, emotion, leadership style, group dynamics, and conflict can shape team and participant experiences, and gives you practical tools and frameworks to respond with greater clarity, empathy, and confidence.

Through sector-relevant scenarios, reflective activities, and applied frameworks, you’ll strengthen your leadership and facilitation practice, manage group dynamics more effectively, and support safer, more constructive interactions across your work.

Course Overview

• Behaviour, Leadership, and Group Dynamics
  Explore how behaviour is shaped by needs, pressure, emotion, and context, and how leadership and facilitation approaches influence group culture.
• Practical Leadership and Facilitation Tools
  Build confidence in responding to difficult moments, guiding group energy, and supporting participation with greater clarity and care.
• Boundaries and Conflict Management
  Learn how to set clear, compassionate boundaries and use practical frameworks to navigate disagreement constructively.
• Sector-Relevant and Applied
  Work through realistic scenarios drawn from creative, cultural, and heritage contexts, helping you apply learning directly to your own role.

By the end of the course, you’ll be able to:

• Recognise behaviour as communication and consider how needs, pressure, emotion, and context may be influencing it
• Identify how bias, assumptions, and attribution can affect the way behaviour is interpreted and responded to
• Use emotional intelligence and mentalisation to respond more thoughtfully to individuals and groups
• Recognise patterns in group dynamics and adapt your approach to support participation, trust, and inclusion
• Apply practical leadership models to support different people, situations, and levels of confidence or responsibility
• Use the Behaviour Response Framework to respond to challenging moments with greater clarity and care
• Set clear, compassionate boundaries that support respect, focus, and positive collaboration
• Recognise common sources of conflict and choose constructive ways to respond in different situations

Who this course is for:

• This course is suitable for anyone leading, facilitating, or supporting others in creative, cultural, or heritage settings, including:
• Existing and emerging managers, team leaders, coordinators, and supervisors
• Facilitators, producers, educators, and project leads
• Participation, engagement, learning, and front-of-house teams
• Freelancers, volunteers, and practitioners working with groups, teams, or communities
• Organisations looking to support more confident leadership, clearer boundaries, and healthier group dynamics

No prior knowledge is required. The course is accessible, reflective, and practical, whether you are new to leading groups or looking to strengthen your existing leadership and facilitation skills.

Pricing options:

1 years access for £35

18 months access for £49

This course is brought to you by the expert trainers at Artswork Professional Development, who are proud to share their decades of experience of personal and professional development within the creative, cultural and heritage sectors.