Conflict Resolution

Module Name: Conflict Resolution

Duration: 2 Days


Every relationship of any depth has conflict.  No matter how close, how understanding, how compatible you are, there will be times when your ideas, actions, needs or goals won’t match those of the others around you.  Most of us fear conflict because we have seen that serious disagreements can damage personal or business relationships.  In fact, effective handling of conflicts can actually keep good relationships strong.  Ineffective management of conflict diverts energy from where it’s really needed and undermines morale.  No wonder so many people walk away from disagreement.  Despite the risk of pain and irritation, however, the rewards for handling disagreement constructively are gratifying.

Module Purpose


This module will equip the learner, and also enhance established strengths, with a range of knowledge and skills that are fundamental to positively contributing to reducing and eliminating conflict as much as possible in the workplace.

To be able to manage conflict effectively, we need to look at the following content:

  • Identified range of skills in handling aggressive behaviour.
  • Applied and practiced assertive skills to awkward situations at work
  • Inner Conflict and coping with personal crisis and inner conflicts
  • Interpersonal Conflict and looking from the outside – in
  • Stages of Transition When Coping With Inner Conflict or Crisis
  • Reframing
  • The Cycle of Growth
  • Visual Communications
  • NLP:   An introduction
  • Rapport
  • The Structure Of Matching
  • Whole Body Matching
  • Body Part Matching
  • Half Body Matching
  • Vocal (Analogue) Qualities
  • Verbal
  • Facial Expressions
  • Gestures
  • Repetitive Phrasing
  • Breathing
  • Indirect Matching – Cross-over Mirroring
  • Effective Conflict Management
  • Conflict Styles
  • Managing Team Conflict
  • Team Guidelines and Conflict Management Contracts
  • Preventing Conflict
  • Basic Negotiation Skills
  • Positional Bargaining
  • Principled Negotiation
  • Developing an Action Plan
  • Developing Conflict Management Styles

Learning should be through a combination of trainer led instruction, audio-visual materials, group work, role plays and student participation in group discussions, simulation games, diagnostic exercises, and feedback questions. The goal is to lead the participants towards learning objectives. The program will be delivered in a training atmosphere that encourages two-way communication in a non-threatening, ‘open’ and enjoyable environment.

The training program will meet the learning needs because of the interaction and    group participation that will be required from each participant. As we work in a relaxed and non-threatening manner, each participant can adjust and warm to the learning atmosphere in their own way. Everything that trainees do or say has relevance and trainer comments and suggestions will be given. We will encourage natural learning methods where their work situations will be brought into the training wherever possible with role-plays, references to their own experiences, and of course their trainers experience. All training will have a direct relevance and association with their work.

In a dynamic organisation, conflict cannot be avoided.  As managers and supervisors our goal in such situations is to ensure that the outcomes of conflict are productive rather than destructive.

The problems that generate conflict in the work place can be due to 2 main areas:

  • People Related
  • Situation Related

In this course we will comprehensively look at both.