Conflict is a natural and inevitable part of people working together, sharing diverse thoughts, concerns, perspectives, and goals. These situations can be complex and difficult to manage without conflict resolution skills.
4.5 (425 reviews) $660
Classroom: 1 day
Live Online: 2 x 3 hr sessions
4.5 (425 reviews)
$660
As a manager, you will deal with conflict situations both as a mediator (to help resolve conflicts between others) and as a participant (when you, yourself, are in conflict with someone).
Course Overview
Duration:
1 Day
Audience:
- Anyone who needs to learn how to manage and resolve conflict in the workplace
- Managers, Supervisors and Team Leaders who need to manage team conflict
Benefits:
- Understand conflict and how it escalates
- Learn to use five common conflict resolution techniques
- Learn when and how to intervene
- Strengthen team communication, trust and morale
Course Content
Learning Outcomes
- Understand the nature of human conflict and ways to manage it.
- Explain the importance of listening when dealing with conflict situations, and appreciate different listening techniques.
- Define negotiation and discuss the process of negotiation
- Define mediation the process of mediation
- Define facilitation the process of facilitation
- Discuss problems that may arise through negotiation, in particular, balance of power and its connotations
- Explain the importance of working in groups as a means of learning how to deal with group conflicts
- Explain ways of understanding and dealing with different types of conflict or crisis.
Types of Conflict
- Personal Conflict
- Interpersonal Conflict
- Group Conflict
- Open and hidden conflict
- Measuring Levels of Conflict
- Positives and negatives of conflict
What Causes Conflict
- Communication
- Personal
- Process
Personality and Conflict
- How your personality affects the way you deal with conflict
- Johari window
- Behaviours in conflict
Methods of Handling Conflict
- Avoiding
- Competing
- Accommodating
- Compromising
- Collaborating
- Assessing your own conflict-handling style
- Developing greater style flexibility
Communication in Conflict Resolution
- The Communication Funnel
- Barriers to effective communcation
- Questioning and Listening Skills
- Paraphrasing and reframing
Conflict Management
- Conflict Management Steps
- Choosing the appropriate conflict management style that fits the situation
- Win/win approach
- Perfection, discovery and creative responses
- Empathy
- Assertiveness
- Co-operative Power
- Mapping conflict to resolution
Understanding Conflict Responses
- Blame
- Justification
- Denial
- Handling emotions
Negotiating
- Separate people from the problem/li>
- Focus on interest not position/li>
- Generate several options/li>
- Use objective standards/li>
- Phases of Negotiation/li>
- Preparation/li>
- Interaction/li>
- Close/li>
- Assessing your Negotiation Style
Mediation
- Meaning of Mediation
- Uses of mediation
- Running a mediation session
- Qualities of a mediator
- Stages of mediation
Delivery Options
Delivery
Public Courses
Live online - learn by doing.
Our Live Online courses are conducted through a dedicated learning platform that enables us to provide instructor-led, hands-on training to develop real skills, in real time. Each participant logs into their own virtual environment setup specifically for the course. This is a fully interactive experience - just like in a classroom. No passive lectures. No videos to follow - real time hands-on practice with your instructor guiding you every step.
Instructor:
- provides real-time live hands-on instruction and demonstration,
- provides step-by-step practical activities for participants,
- can assist participants on their screen, if necessary,
- can share participant screens to enhance discussion.
Participants:
- receive hands-on instruction, step-by-step exercises and skill-builder activities,
- see the instructor screen while working on their own environment,
- can interact with the instructor and the group of participants,
- can ask questions at any time,
- join the course from any location with internet using a Course Invitation.
- no need for any software, just a computer with internet and a browser.
- no downloads on installs necessary on the participant computer.
Inclusions:
- E-Book Training Manual/activity booklet will be provided
- Certificate of Completion
- Post-course support to the level of the course
- Access to any training exercises used during the session
Session Times:
- Full Day Course: 9:00 am-4:30 pm
- Half Day Course: 9:00 am-12:30 pm or 1:30 pm-5:00 pm
Private Courses
Private sessions can be arranged through our Live Online platform for group training. Group training content and duration can also be tailored to your needs. To discuss your training requirements, contact our Course Scheduling team.
Classroom
Classroom sessions are delivered at a nominated location (Private courses only).
Requirements:
If training is being delivered on your site:
- A computer is required for each participant, configured with appropriate software (if necessary).
- If participants are using laptops, ensure power cords are provided for use during the session.
- The instructor will bring their own laptop - please provide power
- Screen/Projector for trainer to connect their laptop to. Please indicate the connection method - hdmi or wifi.
Inclusions:
- Training Manual/activity booklet
- Certificate of Completion
- Post-course support for queries relating to the course content.
Available Conflict Resolutions courses
| Event | Event Date | Location | Individual Price | Register |
|---|---|---|---|---|
| Conflict Resolution | 01-04-2026 | Live Online | $660.00 | |
| Conflict Resolution | 07-05-2026 | Live Online | $660.00 | |
| Conflict Resolution | 10-06-2026 | Live Online | $660.00 |
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