Mastering Conflict Management Skills


Purpose of the programme:

  • To equip participants with practical skills and strategies for effectively managing and resolving conflicts in both professional and personal settings.
  • To foster a culture of open communication, collaboration, and mutual respect within teams and organizations.
  • To enhance participants' self-awareness and emotional intelligence in relation to conflict situations.

Course Objectives :

  • Gain a deeper understanding of the nature of conflict, its root causes, and its potential positive and negative outcomes.
  • Learn various conflict management styles and develop the ability to adapt their approach based on the specific situation.
  • Acquire effective communication techniques for navigating difficult conversations and resolving conflicts constructively.
  • Enhance problem-solving skills and collaborative decision-making abilities in the context of conflict resolution.
  • Develop strategies for managing their own emotions and responses in conflict situations, as well as for de-escalating emotions in others.

Course Content:

  • Module 1: Understanding Conflict

    • Importance of conflict management skills
    • Definitions, types, and sources of conflict
    • Myths and misconceptions about conflict
    • Potential positive and negative outcomes
    • Interactive exercise: "Conflict Scenarios"
  • Module 2: Conflict Management Styles

    • Thomas-Kilmann Conflict Mode Instrument (TKI)
    • Five conflict management styles (Competing, Accommodating, Avoiding, Collaborating, Compromising)
    • Strengths, weaknesses, and appropriate use of each style
    • Interactive exercise: "Style Identification"
  • Module 3: Effective Communication in Conflict

    • Active listening, empathy, assertive communication
    • De-escalating emotions and building rapport
    • Role-playing exercise: "Difficult Conversations"
  • Module 4: Emotional Intelligence and Conflict

    • Role of emotions in conflict
    • Emotional intelligence and its relevance
    • Self-awareness, self-regulation, empathy, social skills
    • Mindfulness exercise: "Breathing for Calmness"
  • Module 5: Conflict Resolution Strategies

    • Negotiation, mediation, arbitration
    • Steps in the conflict resolution process
    • Case study analysis: "Resolving a Workplace Dispute"
  • Module 6: Collaborative Problem-Solving

    • Importance of collaboration
    • Interest-based negotiation
    • Building trust, promoting open communication
    • Team-building activity: "The Marshmallow Challenge"
  • Summary: Personal Action Planning

    • Reflecting on personal conflict management style
    • Identifying areas for improvement
    • Creating personal action plans
    • Resources and support systems

Method of Presentation :

Teaching Aids :
Course Manuals, Audio/ Visual presentations.

Measurement :
Individual assessments during modules.

Interactive :
Facilitation, Breakaway group sessions, High Level Participation, Group Work, Role Plays, Self Reflection, Theories and Exercises, Plans to transfer skills in job context.

Target Group :

Leaders, Managers, Team Leaders, Heads of Departments

Duration of Course :

2 Days

Venue :

Training can be conducted in-house, or at a venue of your choice.