Conflict Management Skills

Overview

Conflict is a natural part of the workplace and, if managed well, can lead to growth, stronger relationships, and innovative solutions. The key lies not in avoiding conflict, but in recognising potential issues early and responding with the right strategies.

This course equips delegates with practical tools to manage both constructive and destructive conflict effectively, ensuring positive outcomes for individuals and the organisation.

Course Details

Objectives

On completion of this course, delegates will be able to:

Recognise potential conflict situations before they escalate.
Apply a variety of conflict-handling strategies and styles.
Distinguish between constructive and destructive conflict and manage each effectively.
Develop assertiveness in handling challenging people and situations.
Strengthen emotional intelligence to respond calmly and professionally in conflict situations.
Link conflict management with stress management to maintain workplace resilience.

Delivery Methods

The course is facilitated by a skilled subject matter trainer, using a combination of:

Interactive Discussions
Role Plays & Case Studies
Practical Exercises
Videos & Slide Presentations
Games & Group Activities
Written Questions and Feedback

Who should attend?

This course is designed for anyone needing practical strategies to handle conflict with colleagues, managers, customers, or suppliers, including:

Team Members
Supervisors & Managers
Customer Service Staff
Sales & Client-Facing Staff
HR & Support Staff

Includes

Comprehensive Training Manual
Lunch & Refreshments (not applicable to on-site / online training)
Electronic Certificate (on successful completion of the course)
Electronic Delegate Feedback Questionnaire

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