Conflict Management Skills


Course introduction

Conflicts can be hard. We get so emotional that sometimes we feel we can’t take it at all. Do you know anyone good at conflict management? Do you admire them? Do you envy them? Not so surprisingly most people want to avoid conflicts altogether.

Many get so emotional that they feel they can’t even say a single word. Others may rely on a simple age-old technique of silence treatment, which doesn’t do them or others any good.

The systematic design of this course facilitates understanding conflict, detecting signs of conflict escalation, responding to such signs with appropriate action and finally using effective techniques to resolve the conflict.

This course focuses on positive and productive aspects of conflicts and explains how we can benefit from situations which are often perceived as negative and destructive. Conflicts, if managed correctly, increase understanding and wisdom.

Course Benefits

Upon completion of this workshop, participants will be able to:

  • Recognise conflicts and their escalation over time so you can address them more effectively ( Anatomy of conflicts )
  • Select an appropriate conflict resolution style based on your needs to get maximum results ( Handling conflicts)
  • Manage your emotions and influence others emotionally when in conflicts ( Manage emotions)
  • Recognise tactical approaches used when interacting with others that may lead to conflicts and take appropriate steps to avoid a conflict developing (Conflict Resolver)
  • Negotiate towards a win/win outcome (Negotiation)

Target Audience

For all levels of staff in an Organisation

Course Outline

  • Anatomy of Conflicts
  • Definition of Conflict
  • What is Good or Bad About Conflicts?
  • Sources of Conflict
  • Three Rational Possibilities of When Conflict
  • Life Cycle of Conflicts – Four Stages
  • Signs of Escalation
  • Eight Tips on De-Escalating Conflicts
  • Individual Self-Assessment
  • Group Activity
  • Handling Conflicts
  • Five Conflict Resolution Styles
  • Three Ways of Managing Conflicts
  • Conflict Resolution Formula – Six Step Approach
  • Individual Self-Assessment
  • Group Activities
  • Managing Emotions
  • Five Emotional Conflicts
  • Four Anger Management Tips
  • “I Feel” Formula
  • Group Activities
  • Conflict Resolver
  • Five  Conflict Resolution Tactical Approaches
  • How to Respond to Such Approaches When Used On You?
  • Negotiation
  • What is Negotiation?
  • Eight Suggested Steps in Negotiation
  • Seven Guidelines to Observe in a Negotiation
  • Nine Mistakes to Avoid
  • Six Simple Rules to Follow
  • Group Activity

Available Course Sessions

Please click here to stay updated on upcoming sessions.

Trainer Profile

Francis Claudius

All of our Associate Trainers offer our high level of service therefore are subject to regular peer assessments and interview prior to joining our Institute. They must all be qualified and have relevant experience to an agreed level and are subjected to continual audit and evaluation. Strict internal assessment is implemented as an integral part of our quality control mechanism.