Conflict Management Training

(Part of Human Resources  Management)


5 days


16 – 20 Jan, 24 – 28 April, 31July – 05 August, 30 Oct – 03 Nov 2023




The Business Xchange Hub, Marco Polo House
3-5 Lansdowne Road, Croydon, Surrey, CR0 2BX United Kingdom

Course Overview

Workplace conflict is inevitable when employees of various backgrounds and different work styles are brought together for a shared business purpose. Conflict can—and should—be managed and resolved. Conflict can occur in any organization when employees with different backgrounds and priorities work together. Conflict can be expressed in numerous ways such as insults, noncooperation, bullying and anger. Its causes can range from personality clashes and misunderstood communication to organizational mismanagement. The negative effects of workplace conflict can include work disruptions, decreased productivity, project failure, absenteeism, turnover and termination. Emotional stress can be both a cause and an effect of workplace conflict.
A survey by the Chartered Institute of Personnel and Development found that four in 10 UK employees reported having experienced some form of interpersonal conflict at work in the last year. Most of that conflict is between an employee and his or her line manager. The survey also found that employees are more likely to report that they have experienced conflict with a staff member who is more senior to them.
This definitive ‘Strategies for Workplace Conflict Management’ training course builds the business case to effectively manage workplace conflict while also establishing the key process to define a harmonious and inclusive positive workplace culture via global benchmarks and best practices.

Course Objective:

The objectives of this course are to help delegates:

  • Manage conflict situations proactively
  • Leverage potential conflict situations as opportunities for critical conversations that enhance work relationships
  • Identify and explore practical, easy-to-implement strategies to support a more harmonious and balanced workplace
  • Develop a positive and inclusive workplace culture
  • Develop a sustainable Action plan to ensure continued success

Who should attend

This training course is applicable to any person actively involved or considering developing a structured and comprehensive approach to Managing Conflicts and implementing the Positive Workplace Culture via clear identification of business need, strategic process, culture analysis, behavioral change and sustainability. This Intermediate level course will greatly benefit those who are focused on developing the business case for this critical resolve for the sustained growth and success of the organization.
This training course is suitable to a wide range of professionals but will greatly benefit:
• Managers, Supervisors and Team leaders
• Members of Work and Project Teams
• Human Resource Directors
• Human Resource Employee Relations Professionals
• Business Owners
• Any other individual who strives to manage conflict in the workplace

This course can also be taken in

Accra:  09 – 13 Jan, 03 – 07 April, 17 – 21 July, 16 – 20 Oct 2023

Dubai:  23 – 27 Jan, 27 Mar – 31March, 19 – 23 June, 29 Aug – 02 Sept 2023

Texas: On Request

Course Outline

Day One: Understanding the Conflict Spectrum

  • Causes of conflict at work
  • Stages of conflict escalation
  • The Business Case for a Harmonious and inclusive workplace culture
  • Assessing Organizational Gaps in meeting goals
  • Costs and Challenges of Workplace Conflict

Day Two: Key Communication Strategies

  • The basis for collaborative work relationships is superior communication
  • Understanding others’ perceptions and expectations
  • Identifying passive, aggressive and assertive behavior
  • Creating shared aims and vision via SMART goals
  • Identifying personal communication preferences
  • Managing difficult situations
  • Maintaining a confident state of mind
  • Structuring and controlling the conversation

Day Three: The Conflict Management Strategy

  • Defining the Strategy
  • The Key Steps
  • Identify the cause of the conflict
  • Identify the stakes for both parties
  • Assess the current handling of the situation
  • Create an environment for conflict resolution
  • Developing the key conflict management strategy
  • Be focused on the desired outcome
  • Resolving Conflict in a Diverse Workforce
  • Techniques for defusing arguments
  • Giving effective constructive criticism and feedback 

Day Four: Creating the Positive Workplace Culture

  • Organizational Culture and Context
  • The 4 steps to create a Positive Workplace
  • Aspects of Organizational Frameworks – Policies, Individual and Managerial
  • Individual Attitudes/Behaviors
  • Managerial Skills and Practices
  • Inclusive Mentoring and Coaching
  • Key Policies and Procedures 

Day Five: Sustainability

  • What’s Next? Sustaining the Positive Workplace Culture
  • A Checklist for Sustainability
  • Measurements and Monitoring
  • Action Planning for Results

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Conflict Management Training

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