Conflict Management and Resolution

Offered by: Lifa n Lúce Consultancy
Delivery Mode: In-person / Online / Blended
Target Audience: Supervisors, team leaders, HR professionals, office administrators, and any staff dealing with workplace conflict
Objective: To provide participants with practical tools and strategies to identify, manage, and resolve conflicts constructively in the workplace, promoting healthy communication and collaboration.

• What is conflict? Definitions and types

• Common causes of conflict at work

• Stages of conflict escalation

• Impact of unresolved conflict on team performance and morale

• Self-assessment: identifying your conflict style

• The role of effective communication in conflict resolution

• Active listening and assertiveness skills

• Managing emotions during difficult conversations

• Empathy and emotional intelligence in conflict situations

• Non-verbal cues and their interpretation

• Conflict resolution styles (Thomas-Kilmann model)

• Interest-based vs. position-based negotiation

• Mediation and facilitation techniques

• Problem-solving approaches to conflict

• Case studies: resolving conflict among team members

• Creating a culture of constructive feedback

• Conflict prevention strategies for teams and leaders

• Developing and enforcing conflict resolution policies

• Role of HR and leadership in sustained resolution

• Post-resolution follow-up and rebuilding trust

• Role-play and scenario-based activities

• Conflict resolution action plan templates

• Self-assessment tools and feedback forms

• Certificate of Completion

• Optional: Coaching for handling real workplace conflicts