Master conflict resolution skills to boost team collaboration, employee engagement, and workplace productivity through effective communication and emotional intelligence.
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Unresolved workplace conflict can undermine productivity, morale, and staff retention. The Managing Workplace Conflict programme equips professionals and leaders with essential skills in conflict resolution, emotional intelligence, and communication. This practical, results-driven programme empowers participants to manage disputes effectively and foster a more collaborative, resilient, and high-performing work environment.
• Definition and types of workplace conflicts.
• Common causes of conflicts in professional settings.
• The impact of unresolved conflicts on productivity and morale.
• The psychology of “conflict”.
Activity: Personal Anecdotes: Day to Day Conflicts at Workplace.
• Thomas-Kilmann Conflict Mode Instrument (TKI).
• Understanding five conflict-handling modes: Competing, Collaborating, Compromising, Avoiding, Accommodating.
Activity: Role-play: Identifying and applying conflict styles in different scenarios Road to Root Cause.
• 7C’s Communication Technique and Mehrabian Formula.
• Active listening techniques.
• The role of emotional intelligence in managing conflicts.
• Strategies for assertive communication.
• Practicing de-escalation techniques.
• The art of Saying.
• Dealing with Assertive and Submissive Behaviour.
Activity: Visual, Auditory, Auditory-Digital and Kinaesthetic (VAK) Assessment.
• Conflict resolution framework: Identify, Understand, Resolve.
• Tools for analyzing conflicts (e.g., root cause analysis, 5 Whys technique).
Activity: Case study discussion: Diagnosing workplace conflict scenarios.
• The 6-step structured conflict resolution process.
• Win-win negotiation techniques.
• Mediation and third-party intervention.
Activity: Simulation exercise: Resolving conflicts in teams.
• Recognizing biases and misinterpretations.
• Handling difficult conversations professionally.
Managing emotions and stress during conflicts
• Build a Space.
• Neutralize Emotions.
• Choose Time & Space.
• Set Ground Rules
• Circle of Want : What do I want : What do they want: What do we want.
• Benefits of Conflict Resolution.
• Creating a Positive Space.
• Building a culture of respect and open communication.
• Encouraging proactive conflict management practices.
• The role of leadership in conflict prevention.
Activity: Group discussion: Strategies to create a collaborative workplace.
• One minute observation test.
• The chimp paradox - Mind Management Model.
• Third party intervention.
• Lightbulb Moment.
• Agreement Box.
• Recognize Healthy Conflict.
Activity: Personal Development + Reflection Exercise.
25 years of experience in education management, professional bodies, and corporate sectors across Southeast Asia and the US. Expert coach, consultant, and facilitator focused on leadership development and organisational growth. Skilled in communication, customer service, EQ, coaching (one-on-one, SME, team, youth, academicians, therapists), time management, and team building. Passionate about empowering individuals and organisations to unlock potential and drive meaningful change. Committed to a people-focused, outcome-driven coaching approach.
