Virtual/Instructor-led training

Conflict Resolution Skills


Conflict is a natural part of any interpersonal or professional relationship, and learning how to handle it effectively is an essential skill. In this skills training program, employees and managers will learn how to resolve conflicts and navigate challenging situations in the workplace.

  • Identifying Root Causes: Analyzing the Triggers and Sources of Workplace Conflicts.
  • The Connection Between Communication Breakdowns, Misunderstandings, and Conflict.
  • Addressing Conflict Styles: Recognizing Personal Approaches to Conflict.
  • The Art of Active Listening: Developing Skills to Understand and Validate Perspectives.
  • Constructive Dialogue Techniques: Creating a Safe and Open Space for Discussion.
  • Nonverbal Communication in Conflict Resolution: Body Language and Empathy.
  • Techniques for De-Escalation: Keeping Emotions in Check During Conflict.
  • Conflict Resolution Styles: Matching Approaches to the Nature of the Conflict.
  • Handling Challenging Personalities and High-Stress Situations.
  • The Role of Conflict in Team Dynamics: How to Turn Conflicts into Collaborative Opportunities.
  • Active Listening and Empathetic Response: Participants focus on active listening and empathy-building skills. They pair up to take turns sharing personal experiences or perspectives, while their partners practice active listening and providing empathetic responses. This exercise helps participants understand the importance of listening in conflict resolution and how to validate others’ perspectives.
  • Conflict Resolution Style Assessment and Discussion: Participants complete a conflict resolution style assessment to identify their preferred conflict resolution approaches (e.g., collaborating, accommodating, compromising, avoiding, competing). They then engage in group discussions to explore the advantages and disadvantages of different styles and how to adapt their approach based on the nature of the conflict.
  • Conflict Mapping and Resolution Plan: Participants map out a conflict they’ve personally experienced in the workplace. They identify key parties, underlying issues, communication breakdowns, and emotions involved. Participants then develop a step-by-step conflict resolution plan, considering strategies discussed during the session.
  • Mock Conflict Mediation Session: Participants take on the roles of mediator, conflicting parties, and observers. They practice effective mediation techniques, such as active listening, neutral facilitation, and encouraging open dialogue to reach a resolution. After the session, participants discuss their experiences and lessons learned.

(included in Half-Day and Full Day sessions)

  • Thomas-Kilmann Conflict Mode Instrument (TKI) Assessment: The Thomas-Kilmann Conflict Mode Instrument (TKI) is a tool used to assess individuals’ preferred conflict resolution styles, including competing, collaborating, compromising, avoiding, and accommodating. This framework helps participants gain insights into their own and others’ conflict-handling tendencies, fostering better understanding and adaptability in conflict situations.
  • Role-Play Mediation Exercise: The Role-Play Mediation Exercise is a practical activity where participants engage in simulated conflict scenarios, assuming the roles of conflicting parties and a mediator. Through this exercise, participants practice active listening, empathy, and mediation techniques, enhancing their conflict resolution and communication skills.
  • “I” Statements Practice: “I” Statements Practice introduces participants to assertive communication by using “I” statements to express feelings and concerns in a clear and non-confrontational manner. This framework empowers participants to communicate their needs effectively and reduce misunderstandings in workplace conflicts.