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Conflict Management

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Course Details

This 1 day Conflict Management course identifies that most people don’t actually enjoy confrontation and conflict. It is suitable for: Anyone who interacts with people on a face-to-face basis, where possible conflict can occur. Unresolved conflict impacts on everyone’s performance, morale and well-being and it is vital to resolve it effectively

Benefits to you

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

  • Understand the common causes of conflict
  • Recognise patterns of behaviour you may encounter during different interactions
  • Be alert to the warning and danger signs of conflict
  • Be able to confidently take the main steps to avert or deal with possible conflict
  • Have absorbed different techniques to communicate effectively and build rapport
  • Be able to create an action plan to support your change in dealing with and resolving conflict


Course Contents

Introduction & Workshop Objectives

  • What we will cover
  • Setting personal objectives and priorities
  • What is Conflict?
  • What is conflict?
  • How conflict evolves and what are the causes?
  • 9 early warning signs of conflict in the workplace
    Conflict in Teams
  • What is a Team
  • How teams form
  • Why conflict occurs in teams
  • The 5 Dysfunctions of A Team
    Understanding Challenging Behaviour
  • Clarify the difference between aggressive, assertive and passive behaviour
  • Recognise the effects of each type on self and others & gain tips towards assertiveness
  • Resolving Conflict & Negotiating
  • Thomas Kilman Model
  • Your conflict management style
  • Transactional Analysis
  • De-escalating Conflict
  • Negotiating Win-Win
  • Managing Your Emotions & Building Rapport
  • Managing Your Emotions
  • Emotional Intelligence
  • Improving Emotional Intelligence
    Influencing Skills
  • 7 Traits of influential people
  • Push & Pull
  • 4 Strategies of influencing
    The way forward
  • Taking ideas back to the workplace and putting them into action

Who should attend?

All levels of staff in an organisation that come into contact with clients or team members

What's Included

Course notes


Buffet lunch

End of course certificate