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Smart Conflict

How to have hard conversations at work

Alice Driscoll and Louise van Haarst

Practical Inspiration Publishing, 2025

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Difficult conversations at work can feel daunting, leading many people to either avoid them or stumble into them unprepared. Conflict coaches Alice Driscoll and Louise van Haarst present a clear, research-based method for navigating these moments with intention and confidence. Drawing on insights from psychology, leadership coaching, and real-world case studies, they introduce the Smart Conflict framework, a five-step approach designed to help you prepare, respond, and repair in ways that build trust, strengthen relationships, and break free from unhelpful conflict patterns that limit team performance.

Summary

The ability to handle conflict in the workplace is an undervalued professional skill.

Conflict is an inevitable aspect of life. While some people thrive on spirited debate, others avoid conflict — particularly in the workplace. They worry that engaging in difficult conversations will damage relationships. Others feel a sense of shame when their anger bubbles up, so they repress their negative feelings. Increasing societal polarization and the rise of cancel culture also make navigating conflicts in the workplace more challenging.

A combination of factors — including childhood experiences, gender, family dynamics, cultural background, and even genetics — shape your perspective on confrontation. Many believe that shielding others from uncomfortable truths is kinder than being honest. In reality, withholding feedback traps colleagues in their comfort zones and limits their growth. If you don’t express how others’ actions affect you, you deny them the chance to improve, ultimately undermining trust and progress.

Research shows that, when handled deftly, conflict can strengthen bonds, spark innovation, foster collaboration, and drive personal growth. Therefore, the...

About the Authors

Alice Driscoll is a leadership and conflict coach, author, keynote speaker, and the co-founder of The Power House, a global leadership development and culture transformation business. Louise van Haarst is an executive coach, communication specialist, author, and co-founder of The Power House.

Smart Conflict

How to have hard conversations at work

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Summary

The ability to handle conflict in the workplace is an undervalued professional skill.

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