Conflict Management

Course Aims:

The overall purpose of the course is to develop the skills and confidence of the delegates to deal more effectively with conflict at work. 

Course Objectives:

At the end of this course delegates will be able to:

  • Recognise a potential conflict situation.
  • Use a range of tools and techniques to be able to handle conflict effectively.
  • Handle their own emotions more effectively.
  • Manage conflicts amongst team members proactively.


  • 1 day/In house or consultant facilitated virtual course / online training session(s) 

Course Contents:

  • Introduction to the 8 step approach
  • Causes and levels of conflict
  • Belief/behaviour cycle
  • Taking responsibility
  • Put yourself in the other person’s shoes – Perceptual positions
  • Know what you want – Where to start
  • Thomas Kilmann Conflict Mode Indicator part 1
  • Thomas Kilmann Conflict Mode Indicator part 2
  • Creating safety
  • Rapport and body language


  • Listening
  • What stops us listening
  • What happens when we don’t
  • Top Tips for listening effectively
  • Questioning Funnel



  • What we want
  • Why we want it




  • Assertive, passive, aggressive behaviour
  • Instinctive response



  • CIPD’s Guide to Managing Conflict at work
  • SOOW



  • Transferring learning back to the workplace


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