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If a client is not satisfied with the presentation of one of our programs,  we offer a 100%, no questions asked, money-back guarantee. Of the many thousands of participants who have attended our programs, no one has ever asked for a refund!  

Conflict Management Training

Conflict is all around us, especially during tough business periods where resources are limited and emotions are stretched. In every conflict situation you have a choice to either engage or avoid.

Do you have the skills necessary to make that decision and if so how to engage. Rather than react to conflict on a purely emotional level, learn to manage disputes and disagreements positively and proactively. If you choose to engage, do you force your way and try to dominate, or do you use effective skills and techniques to resolve the situation.

Our conflict management training will teach you to recognize the causes of interpersonal conflict, resolve conflict, and prevent conflict and disruptive behaviors. Become the master of your own communication and be aware of your emotional triggers that prevents explosive situations. Learn new strategies of conflict management that will improve your communication performance, and ultimately increase the success of your business initiatives.

How You Will Benefit

  • ·         Gain a new understanding of conflict

  • ·         Understand your own conflict tendencies

  • ·         Improve your listening and communication skills

  • ·         Learn to recognize conflicts and develop typical responses utilizing a "conflict map"

  • ·         Learn and practice simple to use conflict resolution strategies that help obtain positive results.

  • ·         Practice effective methods of intervention and conflict management

  • ·         The causes of conflict - and creative, effective ways to resolve each cause.

  • ·         Put you in control of yourself and those around you.

  • ·         How to know if you're someone else's difficult person - and what to do about it.

  • ·         How to resolve conflict by chunking up, examining motives, and adopting beliefs that will serve to quench the flames of conflict

Course Content

Developing Conflict Awareness

  • Conflict vs. disagreement
  • The stages of conflict development
  • Barriers to managing conflict

Responding to Conflict

§  Identify and understand your own conflict behavior

§  Apply active listening skills for conflict management

Different Approaches to Conflict Management

  • The “conflict map”
  • What conflict management strategy is right for you?
  • Content vs. relationship conflicts
  • Why not to ask “why”

Conflict Management Strategies

§  The four Cs: competence, credibility, care, communication

§  How to reinstate trust

§  How to become solution-focused not problem-focused

Moving Beyond Conflict

  • Difficult people vs. difficult behavior
  • Asserting yourself
  • Coping with resistance
  • Saying “no” assertively

Mapping the Conflict

  • Conflict management mapping in five steps, from positions to solutions
  • Explore a conflict from various viewpoints
  • Determine common ground in a conflict
  • Generate and implement goal-oriented alternatives

Trust in Minimizing Conflict

  • Learn key conflict management fundamentals for building trust
  • Discover how trust is lost and how it’s reestablished
  • Develop win-win solutions: interests vs. positions

Dealing with Difficult Behavior

  • Differentiate between difficult people and difficult behavior
  • Discover a two-step process for handling passive and aggressive behaviors
  • Learn to create a viable alternative to group conflict


  • Address your own emotions (emotionally explosive tense conflicts)
  • Apply appropriate conflict management strategies through role-plays

Who Should Attend

Anyone who want to develop their conflict management skills, gain a greater understand their own emotions and behaviors when addressing conflict, and discover effective practical ways to manage conflict.


As always, your satisfaction is our #1 priority. If for any reason you're dissatisfied, we'll arrange for you to attend another workshop or receive a full refund — hassle-free!

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Working Smarter

New Year's Resolution: Get Control on Management of Self


As we usher in a new year, many set goals to become more effective, more productive, and reduce stress, by learning to manage their time more efficiently. Sadly, most New Year's resolutions fail due to lack of measureable objectives and commitment.


10 tips that will help you succeed in 2011.

  1. Perfection is not always necessary

  2. Set Priorities and only work on those at the top.

  3. Simplicity

  4. Delegate it.

  5. Consider performing distasteful tasks first.

If you have any question about our training, email us at


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