Conflict Management

Course Aims:

The overall purpose of the course is to develop the skills and confidence of the delegates to deal more effectively with conflict at work.

Course Objectives:

At the end of this course delegates will be able to:

  • Recognise a potential conflict situation.
  • Use a range of tools and techniques to be able to handle conflict effectively.
  • Handle their own emotions more effectively.
  • Manage conflicts amongst team members proactively.


  • 1 day/In house
  • Introduction to the 8 step approach
Assess the situation
  • Causes and levels of conflict
  • Belief/behaviour cycle
  • Taking responsibility
Managing our emotional responses
  • Put yourself in the other person's shoes - Perceptual positions
  • Know what you want - Where to start
Choose your approach
  • Thomas Kilmann Conflict Mode Indicator part 1
  • Thomas Kilmann Conflict Mode Indicator part 2
Raise the issue
  • Creating safety
  • Rapport and body language
Seek to understand before being understood
  • Listening
  • What stops us listening
  • What happens when we don't
  • Top Tips for listening effectively
  • Questioning Funnel
Interest v Positions
  • What we want
  • Why we want it
When things go wrong
  • Assertive, passive, aggressive behaviour
  • Instinctive response
Managing conflict in your team
  • CIPD's Guide to Managing Conflict at work
  • SOOW
Action Planning
  • Transferring learning back to the workplace