Conflict Management

INTRODUCTION 

Workplace conflict is inevitable and if not managed properly, will lead to damaged relationships and poor productivity. Conflict can be managed in a constructive way by firstly understanding the root cause of the conflict and collaborating to find a quick-fix as well as a long term solution.  

This course provides the necessary skills to understand how conflict arise and to apply the techniques to solve these conflicts using Improved Team Dynamics, Communication, Problem-Solving, Empathy and Collaborative techniques.  

Learning Objectives

After completion of the course, participants will be able to:  

• Gain an understanding of the Sources, Causes and Types of Conflict 
• Understand the Power of Words 
• Understand the Phases of the Conflict Resolution Process 
• Understand and apply the Methods for Conflict Resolution 
• Use Effective Communication and Active Listening for Conflict Resolution 
• Embrace Conflict in the Workplace more confidently  
• Use of Collaborative Techniques in Conflict Resolution
• Appreciate the Magic Words to help in Conflict Management 
• Navigate Common Situations 
• Develop Emotional Intelligence (introduction) 

Module 1: Develop Emotional Intelligence in the Workplace

• Define Emotional Intelligence and its impact on workplace effectiveness
• Explore the Emotional Intelligence framework developed by Daniel Goleman
• Recognise how emotions influence perception, communication and behaviour
• Identify personal emotional triggers and typical conflict reactions

Module 2: Understand Behavioural Drivers Influencing Workplace Reactions

• Explore how underlying emotional patterns influence professional behaviour and conflict reactions
• Introduce behavioural awareness insights from the 5 emotional wounds framework 
• Recognise how some patterns may affect communication style, reactions to feedback and workplace interactions
• Develop greater awareness of behavioural drivers that may impact conflict situations

Module 3: Regulate Emotions & Manage Conflict Constructively

• Understand common sources of workplace conflict
• Identify emotional triggers during challenging interactions
• Manage emotional intensity in tense situations
• Shift from reactive behaviour to intentional and constructive responses
• Apply the principle of From Flow to Focus by channeling emotional energy into clarity and constructive action

Module 4: Communicate Assertively & Build Constructive Dialogue

• Practice active listening and empathy in professional discussions
• Apply assertive communication techniques
• Express concerns clearly while maintaining professionalism
• Give and receive feedback constructively
• Manage misunderstandings and communication breakdowns effectively

Strengthen the ability to:

• De-escalate workplace tensions
• Facilitate constructive conversations
• Build trust and psychological safety within teams
• Promote collaborative problem-solving

PROGRAMME STRUCTURE  

• Delivery: In-person/Live Online  
• Accreditation: MQA Approved  
• Funding: Eligible for HRDC Refund  
• Recognition: CPD points available 

An interactive approach combining practical exercises, workplace case studies, role plays, self-assessment tools and facilitated discussions to encourage reflection and real-life application.