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The Whole Thing reserves the right to alter dates, content, venue and the trainer for each course with reasonable notice.


This course is CPD Certified with each day equivalent to 6.5 hours of CPD

Conflict Management

Duration : 2 days 

Effective Conflict Management Practice that Prevents, Manages and Resolves Conflict for Great Results




Business owners, directors, managers, supervisors, sales consultants, customer service staff and top talent in the organization that want to elevate their conflict management competency so that they can get the very best results from their leadership, teams and colleagues in pursuit of the organization’s goals.




Effective conflict management helps you to prevent, manage and resolve situations where opinions differ. Instinctively we react to conflict in ways which are based upon old habits which often result in escalating a vicious cycle of conflict. Interpersonal, inter-group and structural conflict all point to the need for more effective tools for lasting problem solving through negotiation. Mastery of the principles, processes, and techniques of conflict management will help you build the trust and confidence that is vital for effective leader and leadership and driving business growth.


Conflict Management is a proven approach to conflict that covers the fundamentals of conflict prevention, management and resolution with particular emphasis given to fully understanding conflict and negotiations as part of the resolution process as it is in these areas that our experience tells us that most conflict management practice fails. The program takes a holistic view of conflict management and introduces the delegate to the knowledge, skills and attitude required to confidently approach conflict with prevention in mind and the ability to resolve conflict and reach a fair compromise with any audience and in any situation.


The program is well researched, knowledge-based and designed with the individual learner at the centre of the learning process which means that the course is extremely interactive and practical.




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


✓ Determine conflict and the main sources of conflict

✓ Determine the conflict prevention, management and resolution process

✓ Determine the key skills and techniques for effective inter-personal and inter-group conflict management

✓ Develop key skills and techniques for successful conflict management

✓ Practice key conflict management skills before returning to work

✓ Produce drive to self-develop in conflict management

✓ Produce positive impact on the overall performance of each delegate and the organization







  • What is Conflict?
  • Different Types of Conflicts
    • Functional versus Dysfunctional Conflict
    • Inter-group versus Inter-personal
    • The Conflict Triangle
  • The Main Sources of Conflict
  • 8 Stages of Conflict


Conflict Prevention

  • What is Conflict Prevention?
  • Prevention versus Mitigation
  • The Benefits of Keeping Conflict to a Minimum


Leadership Role in Conflict Prevention

  • Building High Performance versus Conflict

(Strong leaders, Common Goal, Rules, Action, Risk and Involvement)

  • The Benefits of a Roadmap
  • The Benefits of Effective Communication on Minimizing Conflict


Recognizing Potential Conflict Early

  • Warning Signs
  • Understanding the Situation
    • Actor Mapping
    • Creating Scenarios


Other Essentials of Conflict Prevention

  • Getting to Know Your Team
    • Selecting the Right Leaders
    • Approach to Selecting the Right Talent
    • Emotional Intelligence
  • The Benefits of Systems
  • Getting the Environment Right
    • Establishing a Suitable For Open Discussion
  • Taking Action




Conflict Management

  • What is Conflict Management?
    • Avoidance versus Management versus Interactionism
  • The Benefits of Conflict Management


Individual Style

  • Effective Conflict Management Style
    • Attributes
    • Barriers
  • Activity: “Self- Assessment”

Complete a self-assessment questionnaire.  Result establishes the individual’s major strengths and weaknesses in conflict management and negotiation that will be used later as a basis to set a personal improvement goal.


Effective Conflict Management Practice

  • Habits of Highly Effective People (Covey)
  • Active Listening
    • Listening continuum
  • Communication
    • Key Questions that Clarify the Causes of Conflict
    • Tools for Improved Communication
  • Tools for Conflict Analysis
  • Problem Solving in Conflict
  • The Dual Concern Model
  • Managing Conflict Assertively


Inter-Group Conflict

  • Stereotypes and Prejudices
  • Strategies for Resolving Inter-group Conflict


Motivation and Conflict Management

  • Video- Daniel Pink “Drive- The surprising thing about what motivates us”


Effective Conflict Resolution Management

  • Achieving The Correct Pace
  • Designing a Strong Agreement
  • Review For Continuous Improvement


Key Learning Review

  • Group discussion and professional feedback to consolidate key learning. Delegates will leave the day with a list of development activities to improve their conflict management competency back at work.


Each delegate will be asked to complete a pre-course questionnaire to determine their individual learning objectives. These will be used by the trainer to give on track training that is focused on the individual learner attending.



The individual leaves this program with a Personal Action Plan to encourage immediate transfer of training to the job.



To register for this course please review the grey box above. If no public course is listed or the location and dates shown don’t suit you then please request a proposal for this course either as a public training course or if you have 6 delegates or more as an in-company training course by clicking on Request a Proposal.

Selected Clients

Budgeting and Cost

Duration : 4 days