Conflict Management Skills for Interpersonal Workplace Conflict

Course feedback

  • "

    This course is imperative in understanding different perceptions and in teaching the importance of value, decision-making and positivity, in conflict management.

    "

    Delegate
    |
    University of the Witwatersrand
    |
    May 2025
  • "

    This workshop was truly enlightening and overall, it was an incredibly beneficial course. The materials, the facilitation and what we have learnt has been so amazing.

    "

    Betina Flemming
    |
    University of the Witwatersrand
    |
    May 2025
  • "

    The quality, professionalism and compassion of Conflict Dynamics’ trainers and training is simply exceptional.

    "

    Delegate
    |
    University of the Witwatersrand
    |
    May 2025
  • "

    The course was very insightful. I learnt a great deal that I can apply in the workplace.

    "

    Delegate
    |
    Northlink College
    |
    Sep 2021
  • "

    The workshop was enlightening, empowering and excellent. 

    "

    Clive Solomon
    |
    Northlink College
    |
    Sep 2021
Back

Why Attend?

This course will help you understand how interpersonal conflict develops in the workplace and teach you skills and processes to manage this conflict and prevent or resolve disputes in an effective manner. You will receive tips and techniques and practice the skills required to manage conflict effectively. You will also learn how to prepare for and conduct difficult conversations and to problem solve in a participative manner. There will also be an opportunity to complete the Thomas Kilman conflict style inventory and receive personalised feedback. This course can be conducted over one, two or three consecutive days or in a modularized format, to meet clients' needs.

Main Topics

  1. Responses to conflict
    • Typical responses to workplace conflict
    • The consequences of workplace conflict for the organisation
    • Individual conflict management styles
  2. The path of conflict
    • The development of conflict over time
    • Approaches to conflict management
    • Conflict management processes
  3. Outcomes in conflict management 
    • Exploring outcomes and approaches in conflict management
    • Distinguishing positions from needs
    • Characteristics and typical language of positional and needs-based statements
  4. Practicing conflict management skills 
    • Tips for identifying needs
    • Reframing positions to needs
    • Building rapport using mirroring and matching
    • A range of active listening skills
  5. Preparing for 'difficult conversations' and managing difficult people
  6. The role of assumptions, prejudice and stereotyping in generating and perpetuating conflict
  7. Dealing with anger and managing emotion
  8. A joint problem-solving process

Accreditations

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