Conflict Resolution

Duration: 2 Days

Delivery methods:


  • Self-discovery and critique

  • Group exploration and facilitator led discussions

  • Practical exercises

  • Best practice theory exploration


Conflict is inevitable. Everyone has had them and will probably have them in the future. This two-day training program presents tool and techniques so participants can more confidently deal with workplace conflict. The program explores the definition of conflict and presents how conflict situations can have positive outcomes. Participants will practice a conflict resolution process to successfully handle workplace conflict and will learn common tactics, counter tactics, and games used in conflict resolutions.

Course objectives

By the end of this training course participants will be able to:

  • Learn, practice and follow a process of resolving conflict

  • Become more confident in handling interpersonal and common workplace conflict situations

  • Find out their own preferred style of resolving conflict and become aware of the different styles of resolving conflict

  • Follow a step-by-step process of successfully mediating conflict between two parties.

Target audience

Business professionals who wish to enhance their communication and conflict resolution skills.

Course Outline


Module 1: Conflict Resolution Primer

Is conflict good or bad? 

Potential benefits of conflict

The costs of conflict

Is this a conflict? Definition of workplace conflict

Module 2: Conflict Anatomy

The Four possible conflict outcomes

Conflict resolution styles

Find out your preferred conflict resolution style – self-assessment

Module 3: The Language of conflict resolution

The importance of using the right language when resolving conflict

The six conflict resolution language fundamentals

Module 4: The Conflict Resolution Process

The conflict resolution process

The conflict resolution process skill practice activity

Games and conflict resolution

Counter tactics and dealing with games


Module 5: Mediating conflict

What is mediation?

Characteristics of a mediator

Key mediation tips

The Four steps of meditation

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 All courses can be tailored to your company's needs

Contact Raymond Young PhD

tel: (+44) 7850 580842