Creative Conflict Resolution

This course takes delegates through the skills required to deal with conflict in the workplace, whether between individuals or groups of people. Much of the focus is put on how we react to and behave in conflict situations and how this will impact on others. Particular emphasis is put on how conflict may be dealt with at early stages before it reaches crisis point, employing such skills as assertiveness, negotiation and mediation.



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  • Overview
  • Exam
  • Course Requirements
  • Pricing

Learning objectives:

– Develop a deeper understanding of the true nature of conflict – the “upside” as well as the “down”
– Explore our own relationship with conflict and how it can impact on performance
– Recognise the triggers for and causes of conflict
– Identify how conflict can escalate and looking at ways of nipping it in the bud
– Use conflict resolution tools such as assertiveness, negotiation and mediation

Programme Content:

Getting conflict in perspective
– How do we feel around conflict?
– The positive aspects of conflict and its place in the workplace

Causes of conflict
– The main triggers for conflict
– The conflict escalation model
– What stops us dealing with conflict effectively

The interpersonal skills
– Listening as a conflict resolution tool
– Building understanding and empathy through effective, open communication
– Reframing and constructive summaries

Dealing with our own conflicts
– The role and importance of attitude and behaviour
– The value of self-awareness
– Conflict resolution styles
– Using assertiveness to nip conflicts in the bud
– Negotiating for “all win” outcomes
– Mapping the conflict

Dealing with others’ conflicts
– Mediation as a conflict resolution tool
– The skills and qualities of a successful mediator
– When to mediate
– Setting up and running a mediation session

Suitable For:
Managers, team leaders or indeed anyone who is likely to be involved dealing with conflict situations at work.


A room with tables and chairs suitable for a classroom layout.

This course is offered as an onsite option that can be tailored to suit your specific requirements. Price will depend on duration and number of people who require training.  Please contact us for pricing.

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