Virtual/Instructor-led training

Managing Conflict At Work


Conflict is an inevitable part of any workplace, but if not handled effectively, it can lead to decreased productivity, low morale, and employee turnover.

In this presentation, we will explore strategies for effectively managing conflict in the workplace, to help maintain a positive and productive work environment.

  • Define and recognize the various forms and causes of workplace conflict, and understand the impact of unmanaged conflict on individuals and organizations.
  • Explore different conflict resolution approaches and techniques and develop the ability to choose appropriate strategies for specific conflict situations.
  • Enhance communication skills for addressing and resolving conflicts, and learn active listening and constructive communication techniques to facilitate conflict resolution.
  • Identify proactive measures to prevent conflicts from escalating, and develop skills in managing ongoing conflicts to reach mutually beneficial resolutions.
  • Recognize the role of positive working relationships in conflict prevention and resolution, and acquire strategies for building and maintaining collaborative relationships.
Module 1: Understanding Workplace Conflict
  • Defining Workplace Conflict: Types and Causes.
  • The Consequences of Unmanaged Conflict.
  • Recognizing Early Signs of Conflict.
Module 2: Conflict Resolution Approaches
  • Exploring Conflict Resolution Models.
  • Collaborative Problem-Solving.
  • The Win-Win Approach: Seeking Mutually Beneficial Solutions.
Module 3: Effective Communication in Conflict Resolution
  • The Role of Communication in Conflict.
  • Active Listening and Empathetic Communication.
  • Constructive Feedback and Assertiveness.
Module 4: Conflict Prevention and Management
  • Proactive Conflict Prevention Strategies.
  • Managing Ongoing Conflicts: Steps to Resolution.
  • Mediation and Third-Party Involvement.
Module 5: Building Positive Working Relationships
  • The Link Between Positive Relationships and Conflict Prevention.
  • Strategies for Building and Maintaining Collaborative Relationships.
  • Conflict Resolution as Relationship Strengthening.
  • Conflict Scenario Analysis: Participants analyze fictional workplace conflicts to identify causes and potential resolutions.
  • Building Positive Work Relationships: Participants engage in team-building activities and exercises to foster collaboration and trust among team members.
  • Effective Communication for Conflict Resolution: Participants practice active listening, empathetic communication, and feedback through role-play exercises in conflict scenarios.

(included in Half-Day sessions)

  • Interest-Based Negotiation Framework – Participants will learn about the interest-based negotiation framework and how it can be applied to conflict resolution.
  • Win-Win Conflict Resolution Framework – Participants will learn about the win-win conflict resolution framework and how it can be applied to workplace conflict.
  • The 5 Cs of Trust Framework – Participants will be introduced to the 5 Cs of trust framework (commitment, competence, consistency, caring, and communication) and learn how to apply these concepts to build trust in the workplace.
  • Case Studies and Conflict Scenarios:
    • Presenting real-world case studies and conflict scenarios relevant to workplace settings.
    • Encouraging participants to analyze and understand the causes, dynamics, and potential resolutions of these conflicts.
  • Role-Playing and Simulations:
    • Engaging participants in role-play exercises to simulate workplace conflict situations.
    • Providing opportunities for participants to practice conflict resolution techniques, effective communication, and problem-solving in a controlled environment.
  • Group Discussions and Peer Sharing:
    • Facilitating group discussions where participants can share personal experiences, challenges, and insights related to workplace conflicts.
    • Encouraging peer learning and the exchange of best practices for conflict management.
  • Practical Exercises on Communication and Relationship Building:
    • Conducting interactive exercises on effective communication, active listening, and building positive work relationships.
    • Providing participants with practical tools and strategies to improve workplace interactions.
  • Feedback and Reflection:
    • Offering structured feedback sessions after role-play exercises and workshops to enhance participants’ conflict resolution skills.
    • Encouraging self-reflection on their conflict management abilities and areas for improvement.
  • Collaborative Problem-Solving:
    • Engaging participants in collaborative problem-solving activities related to workplace conflicts.
    • Promoting teamwork and creative solutions to conflict scenarios.

(included in Full Day sessions)

  • Training Materials:
    • Comprehensive presentation slides covering key concepts, case studies, and conflict resolution techniques discussed during the session.
    • Handouts summarizing essential points, communication guidelines, and strategies for building positive work relationships.
  • Conflict Scenarios and Case Studies:
    • A collection of real-world workplace conflict scenarios and case studies for analysis and discussion.
    • Worksheets to guide participants in analyzing conflicts, identifying root causes, and brainstorming potential resolutions.
  • Role-Play Guidelines:
    • Detailed instructions and guidelines for conducting role-play exercises related to conflict resolution.
    • Role-play scenarios representing common workplace conflicts for practice.
  • Communication Tools:
    • Templates and tools for effective communication, including active listening, empathetic responses, and assertive communication.
    • Feedback forms and templates for providing constructive feedback.
  • Conflict Resolution Resources:
    • Resources on various conflict resolution models and techniques, such as negotiation, mediation, and collaboration.
    • Handouts summarizing conflict resolution strategies for participants’ reference.
  • Conflict Prevention Resources:
    • Resources and guidelines for proactively preventing workplace conflicts.
    • Templates for conflict prevention plans tailored to participants’ specific workplace or team.