We interact with other people on a daily basis and naturally we don’t always agree on everything. The way we deal with such disagreements determines its fate; the disagreement can result in a conflict which uses up time and energy or it encourages creativity and self growth. Therefore, conflict management skills is a must have for anyone in today’s market.

The systematic design of this course facilitates understanding conflict, detecting signs of conflict escalation, responding to such signs with appropriate action and finally using effective techniques to resolve the conflict.

This course focuses on positive and productive aspects of conflicts and explains how we can benefit from situations which are often perceived as negative and destructive. Conflicts, if managed correctly, increase understanding and wisdom. 

You will be introduced to a variety of psychological tactics sometimes used by others as a way to create a conflict. Understanding such tactics and mind games enables you to prepare and respond effectively in order to prevent a conflict.

You will also explore emotional skills critical in dealing with other people and learn how to control your emotions as well as those of others and guide the debate towards a win/win outcome.

The rich selection of scenarios and exercises in this course will help you to master these skills quickly and efficiently.

In this day-long highly practical course you will learn:

What is Conflict?

• How conflicts evolve
• What is good or bad about conflicts?
• What is the life cycle of conflicts?
• How conflicts escalate

How to Handle Conflicts

• How many different ways can you approach a conflict and what are their advantages and disadvantages?
• How to systematically analyse conflicts based on the benefits to you or the other party and how to use this knowledge to resolve them
• How to decline a request while avoiding conflicts

How to Manage Emotions

• How emotions affect discussions
• How to avoid emotional decision making
• How to use anger management in resolving conflicts
• Learn about a series of psychological tactics used in conflicts and know how to respond to them when used on you, or exploit them yourself.

How to Respond to Escalating situations

• What approaches are usedin a discussion to win the conflict?
• How to respond to such approaches when used on you
• Learn how to react to arrogance, vague statements, personality attacks, exaggerations and many other commonly used tactics in conflict.

How to Negotiate

• How to negotiate effectively to get to a win/win outcome
• What is Principled Negotiation?
• How can you use well established negotiation strategies to resolve conflicts?
• How can you use third-party intervention and what types are available?

How to Prevent Conflicts

• What systems should be put in place in organisations to prevent destructive conflicts?
• What resources do you need to manage conflicts efficiently?

What kind of third-party interventions exist and how can you use them to resolve conflict?