Duration: 1 Full Day (8 Hours)
Delivery Mode: Classroom (In-Person)
Language: English
Credits: 8 PDUs / Training Hours
Certification: Course Completion Certificate
Refreshments: Lunch, Snacks and beverages will be provided during the session

Course Overview:

This course provides practical techniques and structured approaches to handle conflicts and difficult conversations confidently. You will explore conflict styles, communication tools, de-escalation techniques, and structured resolution steps that support healthier workplace interactions. Through guided examples and scenario-based learning, you will learn how to identify triggers, manage emotions, and approach confrontational situations with clarity. By the end of the program, you will feel prepared to apply practical conflict management strategies in real professional contexts.

Learning Objectives:

By the end of the course, you will:

• Recognize different conflict patterns and triggers.
• Understand your own conflict style and how to adapt it.
• Communicate clearly and assertively during difficult interactions.
• Apply de-escalation techniques to reduce tension.
• Use a structured method to resolve conflicts effectively.
• Approach confrontation with greater confidence and clarity.
• Build healthier and more collaborative team relationships.

Target Audience:

Managers, HR teams, leaders, and professionals.

Why is it Right Fit for You?

This course is ideal for anyone who wants to build confidence in handling interpersonal challenges at work. It provides practical tools that can be applied immediately in real situations to reduce tension and improve communication. The content is structured to address both emotional and strategic aspects of conflict, making it suitable for leaders and professionals at all levels. Our approach ensures you gain clear, actionable methods rather than theory alone. By the end of the session, you will have a toolkit that helps you navigate confrontations with professionalism and composure

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Agenda:

Module 1: Understanding Conflict Dynamics

• What triggers conflict
• Types of workplace conflict
• Emotional and behavioral patterns
• Activity

Module 2: Conflict Styles & Personal Awareness

• Thomas-Kilmann Conflict Model
• Strengths and risks of each style
• Identifying your default style
• Activity

Module 3: Communication Tools for Difficult Conversations

• Assertive vs passive vs aggressive communication
• Using neutral, clear language
• Listening techniques
• Role Play

Module 4: De-escalation Techniques

• Staying calm under pressure
• Recognizing escalation cues
• Redirecting emotional conversations
• Activity

Module 5: Structured Conflict Resolution Steps

• Step-by-step resolution framework
• Setting expectations and boundaries
• Working toward mutual agreement
• Case Study

Module 6: Managing Confrontation with Confidence

• Approaching tough conversations
• Handling defensiveness and pushback
• Reframing negative interactions
• Role Play

Module 7: Conflict Prevention Strategies

• Setting norms and team agreements
• Proactive communication habits
• Encouraging open feedback
• Activity

Module 8: Applying Conflict Skills in Real Situations

• Common workplace conflict scenarios
• Leadership responsibilities in conflict
• Long-term relationship building • Case Study