Conflict Dynamics has extensive experience training conflict management skills in schools and universities. Educational institutions have unique challenges in relation to conflict. The relationships between educators, learners, parents, administrative staff and representative bodies can be complex and fraught with a myriad of tensions, including diversity and inclusion related issues. Equipping these stakeholders with conflict management skills will prevent conflict from flaring into disputes, and strengthen interactions in staff, student and employee forums and in the management of complaints, grievances and discipline. 

1. Introduction
2. Responses to conflict
   1. The consequences of conflict
   2. Conflict management styles
3. The conflict dynamic
   1. The development of conflict
4. Approaches to conflict management
   1. In effective and effective approaches
   2. Conflict management processes
5. Outcomes in conflict management
   1. Exploring outcomes in conflict management
   2. Distinguishing positions from needs
   3. Characteristics and typical language of positional and needs-based statements
   4. Extracting needs
   5. Reframing
6. Practicing conflict management skills
   1. Active listening skills
   2. Using I statements
7. Dealing with difficult conversations
8. Dealing with anger
9. Reflection and proposals for the way forward
10. Course evaluation