Course Outline

Conflict Management


12 Hours




Whether it's in the form of visible back biting or silent resentment, conflict in the workplace can take a devastating toll on productivity and morale. Managing interpersonal differences is essential to businesses and protects the emotional health of employees. Learn how to help others settle their differences and work constructively as individuals and groups with a common purpose.

Target Audience

This workshop will appeal to a wide range of audiences and is intended for anyone.

Skills Gained

Upon completion of workshop participants will be able to:

  • Catch disagreement before it escalates into dysfunctional conflict
  • Understand and apply the 9 different approaches to managing conflict
  • Replace habitual styles of handling differences with a strategic approach
  • Honor the legitimate interests of others
  • Creatively integrate diverse views so they are responsive to mutual concerns
  • Utilize disagreements as opportunities for learning

Topics Covered

1.       Understanding Conflict

  • What is Conflict
  • Advantages of Conflict
  • Sources of Conflict

2.       Understanding Conflict Management

  •  9 Strategic approaches to Managing Conflict and Disagreement
  1. Dominate

  2. Smooth

  3. Maintain

  4. Bargain

  5. Co-exist

  6. Decide  by Rule

  7. Collaborate

  8. Release


3.       Managing Conflict – a 4 step process

  • Explore
  1. Identify critical issues

  2. Define sources of conflict

  3. Identify Stakeholders

  4. Self-Assessment

  5. Case Study: the Trusted employee


  1. Gain Support

  2. Selecting the right approach

  3. Minimize pitfalls

  4. Understanding your BATNA (Best Alternative to a negotiated agreement)

  5. Negotiation Strategies

  6. Case Study: Personal Business at Work


  1. Act

  2. Problem Solve

  3. Decide on Action

  4. Experiential Activity: The Bickersons


  1. Stay Involved

  2. Evaluate Outcomes

      • Technical

      • Economical

      • Social-Psychological

      • Legal-Ethical

      • Political

        Case Study: Serving the Customer


  • Learning Concepts/Presentations
  • Group Activities and Discussions
  • Tips and Tools
  • Individual and Team Exercises
  • Role Plays/Case Studies
  • Educational Videos
  • Action Plan to ensure Application of the Learning