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TELERIK ACADEMY SPRINT

How to manage
conflicts and difficult conversations

👉 Recognize tension early.

👉 Set boundaries, and stay calm under pressure.

👉 Make difficult conversations constructive.

Boyan Hadzhiev

Soft Skills Training Manager, Telerik Academy

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What you'll learn

Understanding conflict and your reactions

See the difference between disagreement, misunderstanding, and conflict. Recognize what drives each side and how your reactions can escalate tension.

Preparing and leading difficult conversations

Separate facts from assumptions, listen to understand, and use a clear structure to address difficult issues without blame.

Setting boundaries and reaching agreements

Say no with confidence, respond to passive-aggressive behavior, and reach clear agreements that help rebuild trust.

By the end of the course, you will be able to:

Recognize early signs of tension and identify what is really at stake.
Choose the right approach for different conflict situations instead of reacting automatically.
Address sensitive issues directly, without blame or personal attacks.
Express your needs, expectations, and limits with clarity and confidence.
Close difficult conversations with agreed next steps and take action to rebuild trust when needed.

Curriculum

Chapter by chapter, learn to understand a conflict, prepare the conversation, protect your boundaries, and agree on next steps.

01Chapter 1
02Chapter 2
03Chapter 3
04Chapter 4
05Chapter 5
06Chapter 6
07Chapter 7

Introduction

The iceberg model

Look past what people say they want and find the interests and needs that drive a conflict.

Understanding уour reactions to conflict

Not all tension is the same

Tell disagreement, a difficult conversation, a crossed boundary, and real conflict apart, so you respond to what is actually happening.

Models: interpretation and reaction

See how the meaning you give a situation decides whether you attack, withdraw, freeze, or give in.

Practical task

Practice spotting your automatic reaction in a tense work situation.

How to avoid impulsive reactions

How do I recognize the impulse?

Notice the signals in your body and thoughts that come right before an impulsive reaction.

Models

Use the STOP model: stop, notice your body, orient yourself, and proceed consciously.

Preparing for and leading difficult conversations

Models

Talk about facts, impact, requests, proposals, and boundaries instead of interpretations and blame.

A plan for a difficult conversation

Plan what you want to change, what you can offer, and where your boundary is if nothing changes.

Assertiveness and boundaries without guilt

Passive, aggressive, and assertive behavior

Recognize the three styles in yourself and others and see what assertive behavior looks like in practice.

Models

State your position clearly and respectfully, say no without unnecessary excuses, and set calm, specific boundaries.

Practical tasks

Practice setting a boundary and saying no in realistic work situations.

Handling passive-aggressive behavior

Passive aggression in communication

Spot sarcasm, indirect comments, and defensive reactions, and understand what usually stands behind them.

Model

Use a clear model to respond to passive-aggressive comments directly and respectfully.

Types of reactions

Compare the ways you can respond to passive aggression and choose the one that lowers the tension.

Negotiation, agreements, and repairing relationships

Positions, interests, negotiation

Shift the question from who is right to what matters and look for solutions that serve both sides.

Model

Close a conflict with a clear agreement on next steps, responsibilities, and follow-up.

Case study

Follow a realistic workplace conflict and see how the whole process works in practice.

Practical task

Apply what you learned to a conflict of your own and plan how to reach an agreement and rebuild trust.

Format & Schedule

How you’ll learn

Learn at your own pace with on-demand video, ready-to-use frameworks and guides.

Self-paced training

Learn at your own pace with on-demand video, ready-to-use frameworks and guides.

What you’ll get

7 chapters with 14 interactive exercises and 6 reflections
3 practical tasks & 5 AI assistant case studies
Ready-to-use models for difficult conversations
Lifetime access to all course materials
Telerik Academy certificate of completion

Earn a widely recognized certificate

Upon program graduation, you will receive a certificate by Telerik Academy. The certificate is widely recognized by employers in Bulgaria.

Demonstrate that you’re job-ready.
Add a recognized credential to your CV and LinkedIn.
Share it on social media.

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Who it's perfect for

Employees navigating workplace tension

Employees who need to navigate sensitive conversations, communicate their perspective clearly, and manage different opinions and expectations.

Managers and team leads

Leaders who want to address conflict in their teams early, before it escalates, and keep working relationships professional.

People who avoid difficult conversations

Professionals who put off difficult conversations, say yes too quickly, or find it hard to set boundaries.

People who want to handle conflict better

Anyone who wants to understand conflict dynamics, manage their reactions, and approach disagreements more calmly and constructively.

What sets us apart

Learn from industry experts with proven career results.

Gain practical insights not found on YouTube, Udemy or Coursera.

Uncover tribal knowledge that is rarely documented and shared.

Trainer

Meet your trainer

Boyan Hadzhiev Trainer

Soft Skills Training Manager,
Telerik Academy

Boyan Hadzhiev is a Soft Skills Training Manager at Telerik Academy with over 10 years of experience in business training and professional development. He has designed and delivered learning programs across a wide range of topics, including adaptability, resilience, emotional intelligence, creative problem-solving, active learning, and effective teamwork.
Alongside his work in corporate training, Boyan has been a lecturer in International Relations and International Security at the University of National and World Economy (UNWE) for 15 years. He holds a PhD in International Relations and Foreign Policy.

Contributed to the success of:

The more you learn, the more you earn

Enjoy discounts on future purchases

Earn a 5% discount on your next Sprint purchase. Your discount will be automatically applied when you sign up for your selected Sprint.

Refer friends and earn even more

For each referral, you and the new user will both receive a 5% discount off the price of a Sprint, which you can use towards your next Sprint purchase. Additionally, the new user will receive an extra 5% discount on their first purchase.

Start learning

Inspiring passion for learning.
Changing lives and businesses.

Svetoslav Torbov

Head of Development

Paysafe

Telerik Academy has become a valuable partner for us thanks to its years of experience in training IT talent in Bulgaria. Through our collaboration we connect with students who have in-depth knowledge, high potential, and motivation for building a career in the IT industry.

Stoyan Damov

Co-Founder

Tick42

After 10+ years of scrutinizing and perfecting its craft it’s no wonder Telerik Academy is the leader in technical education. We are honored to have 15 alumni at Tick42 who are continuously getting unsolicited praise from our clients, and we’ll most definitely continue partnering closely with Telerik Academy.

Rusi Rusev

Front-End Developer

Gtmhub

From day one at Telerik Academy Alpha I knew I’ve had made the right choice. The trainers are 100% dedicated to providing students with the best possible education and preparing them to meet and exceed the expectations of their future employers.

Kiril Peyanski

Principal Software Engineer

Progress

Telerik Academy changed my life. At the age of 20, I was already independent and working my dream job! Without the knowledge and experience I gained at Telerik Academy, I wouldn’t have had such a flying start.

Dimitar Markov

DevOps Engineer

SAP

(Class of 2020)

Telerik Academy is a great starting point for anyone who wants to jumpstart a career in the IT industry. It provided me with the underlying knowledge and practical experience needed to join the sector.

Vasil Dininski

Web Developer

Amazon Development Center

(Class of 2013)

Telerik Academy is creating a society of life-long learners. It teaches a mindset that is not only of great help when solving complex problems, but also serves as a wonderful motivator to constantly be hunting for and adopting new skills and information.

Kalin Kostov

Team Lead

interop.io

(Class of 2017)

There is no other tech-ed organization in Bulgaria like Telerik Academy. These are not only my words. I know a lot of expats who came back to Bulgaria and people who quit their jobs or put their university studies on hold to be able to fully dedicate themselves to the Academy.

Alexander Popov

Site Engineering Lead

Uber

Some of my best junior software engineers at Uber come from Telerik Academy. It is always a pleasure to work with their alumni!

Ivan Rusev

Head of Software Development

Experian

We partner with Telerik Academy because we know their graduates have gone through an extremely demanding program - with high training standards and practice - and have proven themselves to be true technology ninjas.

Still have questions?

How do I enroll for a Sprint?

Simply click the enroll button and follow the on-page instructions. You’ll need to sign up for a Telerik Academy Learn account to access Sprint session links and course materials. Then, just pay for your seat to complete your enrollment. That's it!

How can I pay?

You can pay for your seat using your Visa, Mastercard, American Express or Diners Club card directly on our website. If you prefer to make a bank wire, please contact us for assistance.

Do you offer group discounts?

We do! For more information, please get in touch with us.

Can I get an invoice?

To receive a company invoice, check the "I want an invoice" box during sign-up and provide your company's name, address, and VAT number. We'll email the invoice to you.

Will I receive a certificate upon completion of a Sprint?

Every trainee who completes their Sprint earns a Telerik Academy certificate of completion. To qualify, you must attend or watch on demand all course content and complete any homework. You can print the certificate or add it to your LinkedIn profile. Feel free to tag @Telerik Academy when sharing it.

How is a Sprint different from an Upskill?

Sprints are 2-week, hands-on programs where industry leaders share practical, ready-to-use knowledge that's immediately applicable at work. Upskills, on the other hand, provide a comprehensive, 3-month journey to bridging skill gaps in a specific domain, helping you advance to the next career level.

How can I get in touch?

Just send us an email and we'll get back to you soon.

Ready to get started?

Start learning

How to manage conflicts and difficult conversations

Stay calm, speak clearly, find common ground.

What you'll learn

Curriculum

Introduction

The iceberg model

Understanding уour reactions to conflict

Not all tension is the same

Models: interpretation and reaction

Practical task

How to avoid impulsive reactions

How do I recognize the impulse?

Models

Preparing for and leading difficult conversations

Models

A plan for a difficult conversation

Assertiveness and boundaries without guilt

Passive, aggressive, and assertive behavior

Models

Practical tasks

Handling passive-aggressive behavior

Passive aggression in communication

Model

Types of reactions

Negotiation, agreements, and repairing relationships

Positions, interests, negotiation

Model

Case study

Practical task

How you’ll learn

Earn a widely recognized certificate

Who it's perfect for

What sets us apart

Meet your trainer

The more you learn, the more you earn

Inspiring passion for learning. Changing lives and businesses.

Still have questions?

How do I enroll for a Sprint?

How can I pay?

Do you offer group discounts?

Can I get an invoice?

Will I receive a certificate upon completion of a Sprint?

How is a Sprint different from an Upskill?

How can I get in touch?

Ready to get started?

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How to manage
conflicts and difficult conversations

Inspiring passion for learning.
Changing lives and businesses.