Length: 1 Day
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Conflict Management Training

The aim of conflict management is to enhance learning and group outcomes, including effectiveness or performance in an organizational setting.

Ineffective conflict management costs companies money, inhibits action and hampers innovation.  Creditable surveys indicate that managers spend 20% to 40% of their time dealing with conflict in the workplace.

Unresolved conflict can sap an organization’s energy and diminish profits. Whether you are a team leader, a manager or a member of your organization’s leadership team, the ability to handle difficult situations constructively is critical to business success.

Reducing conflict in the workplace can improve employee productivity, increase employee motivation and loyalty, and reduce stress and absenteeism.

The reasons for on the job conflict are numerous. But perhaps at the top of the list is poor communications. Normally, problems can be reduced considerably by paying attention to the quality of messages, both sent and received.

Poor communications can also be detrimental between employees and clients. Distressed clients can very quickly become confused and angry if they feel that they are not being listened to. It is crucial  that “house rules” are written down for clients, and that there are no variations in the interpretation of those rules.

Leaders also need to know the signs of employee burnout and stress. When people become frustrated or stressed they are more irritable and more likely to create conflicts than at other times.

Conflict can also lead to better problem-solving. It’s no secret that the best ideas often originate from healthy discussions involving a diversity of perspectives. This is why it’s crucial for leader to make sure everyone feels comfortable expressing their view so more ideas can be generated and differences of opinion can become opportunities to hone and improve ideas into workable solutions. 


Conflict management training produces critical life skills which can be applied in the workplace and beyond.  In addition, conflict engagement is an important leadership skill and employees who seek training and experience in this area may have better chances for advancement within an organization.


Conflict Management Training Course by Tonex    

Conflict Management Training is a 2-day workshop style training program. Conflict occurs every day in our workplace. The degree in which it affects us varies. Unfortunately not everyone has the skills required to navigate this field. We have created this training to help you define, explore and resolve conflict.

In Conflict Management Training, participants learn the causes of conflict and how to prevent issues before they escalate. You will also learn stress management techniques, and how to  become more self-aware of conflict and its effect on the workplace. This in turn can help your staff focus on productivity as you improve your interpersonal and communication skills in the office.

Learning Objectives

  • Define types of conflict and their causes.
  • Discuss and implement the conflict resolution process.
  • Identify conflicts and how to prevent an issue before it escalates.
  • Develop communications skills and techniques.
  • Implement stress management techniques.

Training Outline

Day 1 Overview

Overview of Conflict Management

    • What is a Conflict?
    • Sources of Conflict
    • Needs and Beliefs
    • Emotions in Conflict
    • What is Conflict Resolution?

Consequences of Conflict

    • Positive Results for Self
      • Reconciliation of Interests
      • A Sense of Identity
      • Interaction
      • Internal Change
      • Clarification of the Real Problem

Positive Results for the Group

    • Increased Trust
    • Increased Productivity and Results
    • Group Unity

Negative Results

      • A Lack of Trust
      • Conflicts Happen More Often
      • Systematic Concerns
      • Poor Intentions
      • Diminishing of Group Unity and Alliance

Conflict Outcomes

    • Dominance Turns into Resentment and Destruction
    • Withdrawal and Lowered Self-Image
    • Compromise of Resolution
    • Types of Strategies
      • Avoidance
      • Accommodation
      • Competition
      • Compromise
      • Collaboration

Emotions in Conflicts

    • Perception and Group Morale
    • Conflict Cycle
    • Achieving Mutual Respect
    • Coping with Stress and Negative Reactions

Principals of Conflict Resolution

    • Respect and Integrity
    • Rapport
    • Resourcefulness
    • A Constructive Approach and Attitude
    • Basis of Presuppositions

Conflict Resolution Process

    • Four Stages: Awareness, Self-Preparation, Conflict Reduction, and Negotiation.
    • Awareness
      • Becoming Aware of the Emotional States
      • Identify Differences
      • Understand Both Sides
      • Honest Reflection
    • Self-Preparation
      • Decide and Create Plan of Action
      • Recall All Facts
      • Decide Your Position and Interest

Conflict Reduction

      • Diffuse Negative Reactions
      • Bring Sides Together to Clarify Differences:
        • Listen to Others Point of View
        • Summarize Ideas from Each Other
        • Swap Roles
        • Express Point of View
        • Check For Understanding
        • Point Out Differences
        • Repeat
      • Decide to Settle Destructive Behavior and Negative Attitudes


      • Identify Problems
      • Identify Interests of Each Party
      • Evaluate Options for a Solution
      • Decide on an Acceptable Solution
      • Develop Action Plan
      • Develop a Process for Evaluation
      • Explore Emotions Afterwards

Day 2 Workshop

  • Developing Conflict Awareness
  • Disagreement vs. Conflicts
  • Appropriate Conflict Management Approach
  • Set Goals for Applying  Skills to  Real-Life Situations


Conflict Management Training

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