Course Details

This course is appropriate for a wide range of professionals but not limited to:

• Team leaders, supervisors, and managers
• Human resource professionals
• Project managers
• Customer service representatives
• Anyone working in teams or interacting with diverse stakeholders
• Professionals seeking to improve their interpersonal and conflict-resolution skills

• Expert-led sessions with dynamic visual aids
• Comprehensive course manual to support practical application and reinforcement
• Interactive discussions addressing participants’ real-world projects and challenges
• Insightful case studies and proven best practices to enhance learning

By the end of this course, participants should be able to:

• Understand the nature, types, and causes of conflict in the workplace.
• Identify early signs of conflict and apply appropriate resolution strategies.
• Enhance communication and active listening skills to de-escalate tensions.
• Utilize emotional intelligence to manage personal reactions and build rapport.
• Apply structured models for conflict resolution, including negotiation and mediation.
• Transform conflict into a positive force for team development and problem-solving.

DAY 1

Understanding Conflict

• Pre-test
• Introduction to conflict: Definitions and key concepts
• Common sources and types of workplace conflict
• The conflict escalation cycle
• Constructive vs. destructive conflict
• Self-assessment: Personal conflict style (Thomas-Kilmann model)

DAY 2

Communication and Emotional Intelligence

• The role of communication in conflict
• Barriers to effective communication
• Active listening and empathy
• Verbal and non-verbal cues
• Emotional intelligence and its role in conflict resolution

DAY 3

Conflict Resolution Techniques and Strategies

• Conflict resolution styles: Competing, Collaborating, Compromising, Avoiding, Accommodating
• Problem-solving approaches
• Assertiveness vs. aggressiveness
• Dealing with difficult personalities
• Building trust and respect in relationships

DAY 4

Mediation and Negotiation Skills

• Introduction to workplace mediation
• The role of the mediator: neutrality and confidentiality
• Mediation process steps
• Principled negotiation techniques
• Win-win negotiation outcomes

DAY 5

Practical Application and Conflict Management Plans

• Case studies and real-world conflict scenarios
• Role-playing and simulations
• Creating a personal conflict management plan
• Best practices for conflict prevention
• Course wrap-up and action planning
• Post-test