Conflict Resolution


This programme is intended for all individuals who work in teams.


By the end of this programme, the participants will be able to:

  • Understand what conflict is and how it can escalate
  • Identify the types of conflict and the stages of conflict
  • Understand the five most common conflict resolution styles and when to use them
  • Increase positive information flow through non-verbal and verbal communication skills
  • Use effective techniques for intervention strategies
  • Manage conflicts to enhance productivity and performance


Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. Think of when you were trying to choose your major in college, for example, or trying to decide between two jobs. However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships. This two-day course will give participants the tools that will help you resolve conflict successfully and produce a win-win outcome.

Defining Conflict

  • Some Assumptions About Conflict
  • What is Conflict?
  • Positives and Negatives

Types of Conflict

  • Three main types of conflict:
    • Inner
    • Interpersonal
    • Group

Open Conflict vs. Hidden Conflict

  • Open Conflict and Hidden Conflict
  • Spontaneous and Reflective Action
  • Explores spontaneous and reflective action

The Johari Window

  • Understanding the Johari Window
  • My Window
  • Case Study: Spontaneous and Reflective Behaviors
  • Look at the Johari Window in detail through a personal exercise and a case study

Stages of Conflict

  • The Five Stages of Conflict
  • Another Version of the Conflict Process
  • Conflict Outcomes
  • Strategies for Dealing with Conflict

Creating the Win/Win

  • Apply some of what learned to a realistic case study

Conflict Resolution Style Questionnaire

  • Identify Their Style of Conflict Resolution
    • The Questionnaire
    • Scoring           
  • The Conflict Grid
  • Pros and Cons

The Role of Communication in Conflict Resolution

  • The Communication Chain
  • Other Barriers
  • Establishing Positive Intent

Active Listening Skills

  • Basics of Active listening

Paraphrasing Skills

  • What is Paraphrasing?
  • Pairs Exercise
    • Practice, and Demonstrate Paraphrasing Techniques

Powerful Questions

  • Asking Questions
  • Probing Techniques

Body Language

  • How Body Language Can Help Resolve Conflicts

The Conflict/Opportunity Test

  • The Conflict/ Opportunity Test
  • Skills Test
  • The Benefits of a Conflict

Conflict and Its Resolution

  • Visualizing Conflict
  • A Strategy for Conflict Resolution
    • Identify and Resolve Conflict

Helping Others Through Conflict

  • Preparing for Conflict
  • Conflict Resolution with Facilitation
  • Setting Norms
  • Coaching Through Conflict
  • Managing Your Emotions



  • Group Discussions
  • Group & Individual Exercise
  • Presentations
  • Role Plays
  • Self-Assessments
  • Variety Of Games
  • Action Plan


Find A Course


"The empathy and know your customer behind the design of the training is great!"

HR Manager, Strategic Thinking & Planning Course


"I am amazed by the quality of course"

Mr Michael, Supervisory Essentials Course


"Thank you for arranging for me to have this one-on-one class.  I think it was really the best option.  I was very happy with the day."

Ms Helen Redekopp, King Faisal Specialist Hospital & Research Centre - Business Succession Planning Course


Special Offers

SPECIAL OFFER: Book today for Customer Care for Customers With Special Needs Programme and save 30% for in-house programme.

click here

SPECIAL OFFERBook two places and get the third booking on the same course free of charge.