Managing Conflict Successfully



Course Description

Competing Interest, clashing personalities, and limited resources mean that disagreements at work are inevitable. However, they don’t have to be a source of unhealthy tension. How you approach conflict can make the difference between a negative outcome and a productive one. This course explains how conflicts happen and identifies a straightforward process for addressing them. The class is very hands on: participants engage in numerous discussions and exercises related to identifying conflict, planning responses, and resolving conflict. Topics include:  

  • Identify common causes of conflict
  • Identify beneficial versus destructive conflict
  • Explore your options for handling a disagreement
  • Prepare for a difficult conversation
  • Manage your and your counterpart’s emotions
  • Power, influence, politics, and negotiating aspects of conflict resolution
  • Develop a resolution and rebuild trust
  • Know when to walk away


A basic familiarity with the subject matter is helpful, but not required.

Course Outline

Course Outline

Lesson 1: Identify and Prepare for Conflict

  • Types of Conflict
    • Emotional, Cognitive, Resources, Personality, Others
  • Disadvantages and Advantages of Conflict
  • Physiological and Emotional Consequences of Conflict
  • Theories of Conflict
    • Levels of Conflict (S. Leas)
    • Limited Resources
    • Equity Theory
    • Systems Theory and Differing Stakeholder Goals
    • Personality Conflict
  • Sources of Organizational Conflict
  • Conflict Between People, Within a Group, Between Groups
  • Options for Handling Conflict
  • Conflict and Cultural Factors

Lesson 2: Manage a Conflict

  • Assess the Situation
  • Get Ready for the Conversation
  • Take a Conflict Resolution Preference Survey
  • Conflict Resolution Techniques (Blake and Mouton):
    • Problem Solving
    • Compromising
    • Smoothing
    • Withdrawing
    • Forcing
    • Other Methods
  • Negotiations and Conflict Resolution
    • Win-Win Negotiations
    • Win-Lose Negotiations
    • Tactics: Missing Man
    • Tactics: Meet in the Middle
    • Tactics: Limited Authority
    • Tactics: Competition
    • Tactics: Deadline
    • Tactics: Legitimacy
    • Tactics: Precedent
    • Tactics: Others
  • Legal Considerations and Conflict Resolution
    • Mediation
    • Arbitration
    • Litigation
  • Power, Influence, Persuasion and Conflict Resolution
    • Sources of Power
    • Influence versus Power
    • Ethical Considerations of Power, Influence, and Persuasion
    • The Reality of Politics and Tactics
  • Choose the Appropriate Setting
  • Have a Productive Conversation
    • Body Language
    • Pitch, Tone, Volume
    • Listening Skills
    • Paraphrasing, Clarifying, and Summarizing

Lesson 3: Resolve a Conflict

  • Agree on the Resolution
  • Plan the Resolution in Detail
  • Protect the Relationship, and Rebuild the Relationship, as Necessary
  • Navigate Common Situations
  • Assessing Lessons Learned Related to Conflict Management

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Course Code


Course Duration


Instructions Method

Instructor Led