Conflict Resolution and Confrontation Management Training

Dealing effectively with workplace conflict is a useful way to bring important issues to light, open the lines of communication and strengthen relationships. Unmanaged conflict in the workplace can lead to reduced levels of teamwork and cooperation, diminished employee commitment and lower levels of quality and productivity.
This in-depth training course provides successful strategies to remain composed and deal confidently with disagreements, confrontations, anxiety and anger—before they get out of hand. This unique course is proven to help professionals deal with a variety of workplace conflicts.
Course objectives
At the end of the training participants will learn;

  • Successful conflict management strategies
  • How to remain calm during highly charged situations
  • How to apply the proven 6-step formula for resolving conflict
  • How to establish positive relationships with chronically difficult personalities
  • How to address problem behavior in a way that is specific, non-accusatory and constructive
  • How to effectively deal with anger and emotions related to conflict

5 days
Targeted participants
All business professionals who want to enjoy the benefits of having effective people skills, less stress, greater harmony and improved productivity.
Course content
Conflict management strategies -

  • The 6-step approach to win-win conflict resolution
  • How to separate the 2 sides of every conflict—people and issues
  • How empathetic listening can impact conflict
  • Practicing the everyday skills of conflict resolution
  • 8 critical mistakes successful conflict managers never make
  • How to turn the points of disagreement into a framework for resolution
  • How personality affects conflict
  • Choosing a conflict management style that fits the situation
  • 7 benefits of a well-managed crisis
  • Dealing with the 4 most common sources of conflict that lead to disagreements
  • Managing anger and emotions-
  • Understanding and accepting responsibility for anger
  • Chronic anger—recognizing the physical symptoms that warn when enough is enough
  • How the appropriate expression of anger is a necessary step to resolving conflict
  • Expressing emotions without accusation, sarcasm or hostility
  • Graceful “exit lines” to postpone a confrontation until emotions are under control
  • 7 steps to experience feelings without acting them out
  • Assertiveness, the anger antidote: How to ask the right questions
  • How to avoid an outburst
  • Safe ways to blow off steam without venting it on people
  • How to get to the root of the problem instead of battling the symptoms
  • Recognizing how anger acts as a defense against feelings

Responding to anger-

  • How to validate someone’s anger without fanning the flames
  • One sure-fire way to let the situation cool down before trying to resolve it
  • Avoiding words that act as “emotional triggers”
  • How to calmly respond to a put-down
  • How to quickly de-escalate an emotional confrontation with a boss or co-worker
  • How to confront an angry person
  • Effective strategies for defusing an escalating argument

Conflict communication skills-

  • How to overcome negative feedback as a personal attack
  • The real differences between how men and women handle feedback
  • How to turn negative self-talk into positive affirmations
  • How to recognize the difference between valid feedback and a personal put-down
  • How to avoid the 8 most common pitfalls to giving negative feedback
  • A 4-step approach to delivering feedback that’s specific, non-accusatory and gets results
  • Dismissing the belief that “criticism” and “disapproval” are synonymous
  • How to acknowledge a mistake without over apologizing
  • How to address a chronic disagreement and arrive at a mutually acceptable action plan for resolution
  • When positive strokes may be more effective than negative feedback in changing an undesirable behavior
  • How to reduce day-to-day hassles by establishing positive relationships with chronically difficult people

Interpersonal skills and resolving conflict-

  • Weaving family, friends and co-workers into an emotional support system
  • Removing thoughts and feelings of retribution
  • Relaxation skills to control stress and relieve tension
  • How to handle rejection and still feel good
  • How to say NO without generating anger or guilt

Course fees
Kenyan residents: Kshs 100,000/=        International: USD 1000/=
The fees will cater for tuition, writing materials, lunch and tea break snacks. Participants will be expected to take care of their travel expenses, accommodation and any other out of pocket expenses. Accommodation can be reserved on prior arrangement.
Mode of payment
Payment shall be made through electronic fund transfer to Africa Development Resources bank account 7 days prior to the commencement of the course.
For further information please contact us on:
Telephone: +254733846186