Conflict Management Strategies

• Increase your awareness of how you respond to conflict and adapt your conflict response style to particular situations 
• Identify behaviours and language that tend to provoke conflict 
• Develop collaborative skills and communication habits that will help deflect and/or resolve conflicts 
• Recognize powerful unstated conflicts and make them explicit, so they can be treated 
• Use time-tested third-party techniques to assist others in resolving conflicts 
• Structure a conflict management process in ways that reduce or resolve conflict 

Sources and Types of Conflict

• Insights from brain science and psychology that help resolve conflict

Alternative Ways of Responding to Conflict

• How do you tend to respond and how do others respond differently?
• Benefits of alternative approaches

Managing Conflict Resolution

• Defining positions and interests
• Framing conflicts and developing an effective roadmap for resolution
• Facilitating the conflict management process 

Communication Skills in Conflict Resolution

• Obstacles to communication, shifting from confrontational to collaborative language
• Listening, empathy and understanding; asking the right questions 

Making Conflict Outcomes Positive

• Avoiding/deescalating emotional responses
• Managing difficult conversations 

Special features

This program combines structured frameworks, skill development and role-playing exercises. You will develop a personal conflict profile and design an action plan for managing conflict better. You’ll also apply conflict resolution practices to your own work situation.