Conflict Management Training

Conflicts in organizations and in daily life is inevitable. Conflicts occur because peoples are individuals with different needs, ideas and opinions. In the corporate environment, conflicts can seriously damage relationships, create an unhealthy work environment and reduce productivity. Hence, it is vital that employees are provided with the tools and knowledge on how conflict can be resolved.

This course will help managers develop conflict resolution strategies, identify areas of potential conflict and defuse situations which can potentially result in conflict.

Duration: 1 day
Mode: Classroom / Online
Deliverables: Courseware Hard/Soft Copies

Benefits to the organization

Conflict Management training gives employees the tools to identify areas of potential conflict in the organization and defuse them. Conflict management prevents negative emotions and vibes in the workplace from affecting productivity and improves overall morale in the workplace. This enhances motivation and increases productivity and employee retention.

Course Contents

What is conflict
Importance of managing conflict
Origin of Conflict
Inherited conflict vs spontaneous conflict
Conflict resolution strategies
Exercises/Case Studies

Conflict Management Skills
Communication Skills
Emotional Intelligence
Empathy – Definition and Development
Cooperative Problem Solving
Understanding the Conflict – Stakeholders’s perspective
Exercises/Case Studies

The Process of Conflict Management
Conflict styles
Identifying the appropriate conflict style
Thomas Kilmann Conflict Mode Instrument
Exercises/Case Studies

Conflict styles
Recognizing different styles of conflict
Recognizing your own preferred way of dealing with conflict
Identifying the impact of different conflict styles
Presentation, individual questionnaire and reflection, small group exercise and review
Exercises/Case Studies

Process for managing conflict
Crosby’s conflict process
Stages of the conflict process
Initiating the Conflict Management Process
Different Stages of the Conflict Management Process
Exercises/Case Studies

Managing the outcome of the conflict
Creative Problem Solving
Mapping the interests of the stakeholders
Brain Storming
Out-of-the-box thinking
Listening to divergent perspectives
Exercises/Case Studies

Assertiveness in Conflict Management
Importance of assertiveness
Display of assertiveness and consistency
Influencing stakeholders to the desired point of view
Exercises/Case Studies

Conflict Resolution Pathways
Using pathways to demonstrate possible outcomes
Identifying the most desirable pathway
Mapping consequences
Negotiating with stakeholders
Exercises/Case Studies

Conclusion and Feedback