Mastering The Art Of Conflict Management

Category: Aci Code Requirements And Specifications For Concrete Design, Construction And Repair Training

Course Description

Course Objectives

  • An overview of the definition of conflict and what conflict resolution means
  • Familiarity with the six phases of the conflict resolution process
  • Understand the five main styles of conflict resolution
  • Explore how Emotional Intelligence (EQ) is relevant to managing conflict
  • Learn how to analyse your personal strengths and weaknesses in Emotional Intelligence
  • Master communication tools such as the agreement frame and open questions
  • Understand how to use EQ to deal with anger, lack of assertiveness and stress
  • Learn how to use conflict resolution tools to prevent conflict.

Who Should Attend

  • Supervisors & Managers
  • Team Leaders & Team Members

Benefit of Attending

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


  • Understand basics of Emotional Intelligence and be able to use Emotional Intelligence Skills to deal with emotional viruses like anger, lack of assertiveness and apply stress management techniques
  • Use emotional intelligence competencies in self-leadership skills and in motivating self and others
  • Learn how to use emotional intelligence in day to day conflicting situations inside and outside the workplace for a balanced life
  • Focus on the Win-Win Approach using the three critical skills of conflict resolution: Negotiation, Assertiveness and Persuasion.

Course Outline

  • An Introduction to Conflict Resolution

    Conflict Resolution Styles with the Thomas-Kilmann Instrument

    • Collaborating
    • Competing
    • Compromising
    • Accommodating
    • Avoiding

    The Role of Emotional Intelligence in Conflict Resolution

    • What is Emotional Intelligence?
    • The Pillars of Emotional Intelligence

    Four Skills in Emotional Intelligence

    Role of Communication in Conflict Management

    Control Your Emotions before they Control You

    Creating an Effective Atmosphere

    Creating a Mutual Understanding

    • What Do I Want?
    • What Do They Want?
    • What Do We Want?

    Focusing on Individual and Shared Needs

    Getting to the Root Cause

    Generating Options

    Building a Solution

    Additional Tools

    Stress and Anger Management Techniques

    The Agreement Frame.