Course Outline · 2 Days
conflict resolution
Business professionals, department heads, HR managers, supervisors, and team leaders at all levels
Conflict is inevitable — we have all had conflict situations in the past and will encounter them in the future. This two-day conflict resolution training programme will teach you or help you teach others how to deal more confidently with workplace conflict situations. Participants will discover how conflict situations can be turned into opportunities, and will explore and practise a structured conflict resolution process to successfully handle workplace friction and preserve team alignment.
At a glance
- Duration — 2 Days
- Who it’s for — Business professionals, department heads, HR managers, supervisors, and team leaders at all levels
- Delivery — Interactive, in-person and hands-on
Delivery methods
- Self-discovery and critique
- Group exploration and facilitator-led discussions
- Game-based learning
- Practical exercises
- Best practice theory exploration
- Learn, practise and follow a proven process of resolving conflict.
- Become more confident in handling interpersonal and common workplace conflict.
- Find out your own preferred style of resolving conflict and become aware of different styles.
- Follow a step-by-step process of successfully mediating conflict between two parties.
Conflict Resolution Primer
- Is conflict good or bad?
- Potential benefits of conflict
- Cost of unaddressed conflict
- Defining workplace conflict and triggers
Conflict Anatomy
- The four possible conflict outcomes
- Conflict resolution styles
- Find out your preferred conflict resolution style — self-assessment
- Conflict analysis worksheet
The Language of Conflict Resolution
- The importance of using the right language when resolving conflict
- The six conflict resolution language fundamentals
- De-escalating emotional tension
- Framing collaborative neutral statements
The Conflict Resolution Process
- The step-by-step conflict resolution process
- Conflict resolution process skill practice activity
- Games and workplace conflict dynamics
- Counter tactics and dealing with games
Mediating Conflict
- What is mediation?
- Key characteristics of an effective mediator
- Essential mediation tips and neutrality safeguards
- The four steps of mediation
Competitive review game — An exciting review challenge (PowerPoint Game) to end your training on a high note!
Tell us your team size, dates and objectives and we’ll tailor the delivery to your business.