This course gives participants the practical skills and constructive communication techniques needed to resolve conflicts effectively, strengthen working relationships, and contribute to a more productive and cooperative environment.
Conflict is a natural part of both personal and professional life, but the way it is managed determines whether it becomes a source of damage or an opportunity for growth. This comprehensive training dives into the root causes of workplace conflict, structured resolution strategies, and effective communication approaches to help you handle difficult situations with confidence and professionalism. By developing these competencies, you can turn conflict into a catalyst for collaboration and build environments where people work better together.
Throughout this course, participants engage in self-assessments, interactive exercises, and case studies that deepen their understanding of conflict resolution. You will learn to identify and distinguish between the five conflict resolution styles outlined in the Thomas-Kilmann Model and gain insight into when each approach produces the best result. Whether you are managing workplace disputes, addressing interpersonal friction, or working to build a more positive team culture, this course provides the tools to handle conflict constructively.
By the end of the course, you will be equipped with strategies and the confidence to resolve conflict in ways that strengthen relationships, promote open communication, and support a healthier work environment for everyone involved.
Course Outcomes:
- Identify and analyze the most common causes of conflict in personal and professional contexts
- Apply the structured steps of the conflict resolution process with clarity and skill
- Identify and differentiate between the five conflict resolution styles in the Thomas-Kilmann Model
Agenda
Lesson 1: Common Causes of Conflict
Participants explore the most frequent sources of workplace conflict and learn to recognize early warning signs before escalation occurs.
Lesson 2: The Conflict Resolution Process
Participants work through a step-by-step process for resolving conflicts constructively and collaboratively, aiming for outcomes that work for all parties involved.
Lesson 3: The Thomas-Kilmann Model
Participants explore the Thomas-Kilmann Conflict Mode Instrument (TKI) and learn how to apply each of its five conflict-handling styles to different workplace situations.
Who Should Register?
-
Managers and Team Leaders: If you lead a team or manage projects, this course is essential. You will learn to navigate intra-team conflict, address issues before they escalate, and implement strategies that improve team dynamics and overall performance.
-
Human Resources Professionals: HR professionals play a central role in managing workplace conflict and shaping organizational culture. This course provides advanced techniques for handling employee disputes, mediating effectively, and implementing conflict resolution policies.
-
Customer Service Professionals: Managing difficult customer interactions is a daily reality. This course strengthens your ability to handle complex situations, resolve disputes, and maintain customer satisfaction through clear, constructive communication.
-
Individuals Seeking Personal Development: If you want to improve your communication and conflict management skills in any area of your life, this course provides valuable insight and practical tools for building more resilient relationships.
Please Note:
- All courses are delivered virtually. Following registration, you will receive an email within 24 to 48 hours containing all training materials. All workbooks are attached to the registration confirmation. Please download them promptly. If the course includes a pre-assignment, complete it before the session begins.
- Please verify that your email address is accurate and check your spam or junk folder regularly for course communications. If you encounter technical difficulties, contact our team at least five business days before the course start date. Failure to verify your email or report technical issues in time may affect your enrollment, and refunds will not be issued in those cases.
- For SHRM and HRCI-certified live training sessions, you must be logged in for the entire session to receive a certificate of completion. Certificates are issued within five business days of attendance verification. If you have not received yours, contact [email protected].
This course is available for "remote" learning and will be available to anyone with access to an internet device with a microphone (this includes most models of computers, tablets). Classes will take place with a "Live" instructor at the date/times listed below.
Upon registration, the instructor will send along additional information about how to log-on and participate in the class.
