Length: 1 Day
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Conflict Management Training

Conflict management is the practice of being able to identify and handle conflicts sensibly, fairly and efficiently.

Since conflicts in a business are a natural part of the workplace, it is important that there are people who understand conflicts and know how to resolve them. This is crucial in today’s market more than ever. Everyone is striving to show how valuable they are to the company they work for and at times, this can lead to disputes with other members of the team.

Experts in this area say that a common misconception is that it is emotionally sensitive or emotionally intelligent people that are the best at handling these situations.

But emotional intelligence doesn’t mean you’ll automatically be great at handling conflicts in the workplace. Like all kinds of communication skills, conflict management skills have to be learned and practiced by every manager.

A critical aspect to conflict management is spotting signs of conflict before things get out of hand.

The cause of conflict can arise everywhere and anywhere due to all of us having our own interests, personalities, thought processes and reactions.

With the use of conflict management, certain strategies can be implemented to eliminate and resolve negative aspects of the conflict, increase the positive factors of conflict and enhance performance within the working environment.

The purpose of conflict management is to teach conflict resolution skills, such as managing conflict, self-awareness about the different formats of conflict and produce effective communication while in conflict with a team member.

These skills assist teams in establishing a positive outcome from conflict and overall, reducing conflict on a whole.

Common conflict management styles such as accommodating, avoiding, collaborating, competing and compromising are key approaches when trying to resolve a conflict.

These key concepts are important to digest and be aware of so that you and employees can be aware of the spiraling behavior and will be able to effectively notice these events coming into view.

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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