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An Intensive Professional
Development Training Course on

Mastering Conflict Management and Resolution

Strategies for Workplace Collaboration and Conflict Management

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Why Choose Us

The Conflict Management and Resolution Course gives professionals the skills, frameworks, and personal confidence to handle workplace disputes effectively — from early-stage disagreement through to structured resolution and escalation management.

Conflict is inevitable in any organisation. What separates high-performing teams and leaders is not the absence of conflict, but the ability to manage it constructively. This course reframes conflict as a natural and sometimes necessary driver of innovation and change — while equipping delegates with practical tools to prevent it from becoming damaging.

Across five focused days, delegates develop capability across the full conflict lifecycle — building advanced communication skills, emotional intelligence, negotiation techniques, mediation and arbitration knowledge, and a personal conflict resolution plan.

The Conflict Management and Resolution Course is built for professionals who need to lead difficult conversations, manage team dynamics, and create a culture where conflict is handled with clarity, professionalism, and purpose.

 

Why Choose Mastering Conflict Management and Resolution
Course Goals

What are the Goals?

The Conflict Management and Resolution Course is designed to build confident, capable professionals who can identify, manage, and resolve conflict at every level of an organisation — while also developing the personal leadership qualities that make resolution possible.

By the end of this course, participants will be able to:

  • Define conflict, understand its sources, and recognise when disagreement serves a constructive purpose
  • Map the conflict lifecycle and identify the appropriate intervention at each stage
  • Apply personal influence, persuasion, and advanced communication skills in conflict situations
  • Understand personality styles and emotional intelligence as tools for navigating difficult interactions
  • Manage personal stress and self-regulation when operating in high-tension environments
  • Apply classic negotiation theories and practical techniques to reach agreements
  • Use mediation, arbitration, and litigation frameworks appropriately in escalating disputes
  • Apply structured resolution frameworks and lead difficult conversations with confidence
  • Build a culture of resolution within teams and organisations
  • Develop a personal conflict management plan for ongoing professional application

 

Who is this Training Course for?

The Conflict Management and Resolution Course is designed for professionals who lead people, manage teams, or operate in environments where disagreement, negotiation, and resolution are part of their daily responsibilities.

This course is suitable for:

  • Managers and team leaders responsible for maintaining productive working relationships
  • HR professionals handling employee relations, grievances, and workplace disputes
  • Senior leaders who act as mediators or diplomats across teams and organisations
  • Project managers navigating competing priorities and stakeholder conflicts
  • Legal and compliance professionals involved in arbitration or dispute resolution processes
  • Organisational development professionals building conflict-resilient workplace cultures
  • Professionals in client-facing or cross-functional roles where negotiation is frequent
  • Anyone seeking to strengthen their emotional intelligence and communication in difficult situations
Learning Approach

How will this Training Course be Presented?

The Conflict Management and Resolution Course is delivered through an engaging, reflective learning approach that combines frameworks and models with personal development and practical application. The course moves progressively — from understanding conflict and its context, through communication and leadership skills, to negotiation, resolution frameworks, and personal planning.

Delegates are encouraged to bring real workplace scenarios, making the learning directly relevant to the challenges they face.

Delivery methods include:

  • Instructor-led sessions introducing conflict theory, resolution frameworks, and negotiation models
  • Personal style and personality assessments helping delegates understand how their own style influences conflict dynamics
  • Emotional intelligence exercises developing self-awareness and interpersonal effectiveness in difficult situations
  • Negotiation workshops applying classic negotiation theories and getting-to-yes techniques
  • Mediation and arbitration overviews covering when and how to apply formal dispute resolution methods
  • Difficult conversation practice using resolution frameworks in structured role-play scenarios
  • Stress and self-management sessions building personal resilience for high-tension situations
  • Personal conflict resolution planning ensuring every delegate leaves with an actionable, individual plan

The Course Content

Conflict and Context: Why Disputes Are Needed

  • Defining Conflict and The Need for Some Disagreement
  • Innovation and Change
  • Common Sources of Conflict Within Organisations
  • The Conflict Lifecycle
  • Leader as Mediator and Diplomat in Disputes

Communication and Leadership: The Personal Dimension

  • Personal Influence and Persuasion
  • Leading Across Teams and Organisations
  • Advanced Communication Skills.
  • Understanding Personality and Style
  • Emotional Intelligence: Knowing You, Knowing Me.
  • Personal Considerations: Stress & Self-Management in Difficult Situations

Problem Solving and Negotiation: Getting to Yes

  • Classic Theories of Negotiation
  • The Art of Listening, Questioning and Finding Real Problems
  • Creating Solutions and Building Agreements
  • Mediation
  • Arbitration
  • Litigation

Conflict Resolution Principles

  • Acknowledging The Conflict
  • Taking Control
  • Resolution Frameworks & Difficult Conversations
  • Managing Resolution
  • Building The Culture of Resolution

Conflict Resolution Principles

  • The Reality of Failed Resolutions and Options for Escalation
  • Using Conflict Management Tools Everyday
  • Total Conflict Management
  • Preparing Your Plan To Resolve Conflicts
  • Professional Development: Further Skills, Knowledge, Practice
Recognition

Certificate

  • • AZTech Certificate of Completion for delegates who attend and complete the training course.
Collaborations

In Partnership With

Anderson Copex Coventry

Frequently Asked Questions

Delegates will learn classic negotiation theories, the art of active listening and questioning, techniques for creating solutions and building agreements, and practical approaches to reaching resolution even in difficult situations. These skills are developed through workshops and scenario-based practice, giving delegates confidence to negotiate effectively in real workplace contexts.  

Yes. Day 3 covers mediation, arbitration, and litigation as formal dispute resolution options — explaining when each is appropriate, how they differ, and how to apply them within an organisational context. Delegates leave with a clear understanding of the full spectrum of resolution options available to them.  

The course dedicates specific focus to building a culture of resolution — covering how leaders model constructive conflict behaviour, how resolution frameworks become embedded in team practice, and how to prepare an organisation to handle disputes before they escalate. Delegates leave with practical tools to influence culture change, not just individual interactions.  

Day 4 focuses specifically on resolution frameworks and difficult conversations — covering how to acknowledge conflict, take control of the situation, manage the resolution process, and build lasting agreements. Delegates practise these frameworks in structured exercises, leaving with a clear, repeatable approach to conversations they previously found challenging.  

Emotional intelligence is addressed as a core leadership skill within the communication and personal dimension module. Delegates explore self-awareness, understanding others, and managing their own responses under pressure — capabilities that directly determine how effectively a professional can navigate and resolve conflict situations.  

Self-management under pressure is addressed directly within the communication and leadership module. Delegates develop personal strategies for managing stress, maintaining composure, and staying effective during difficult interactions — an often-overlooked but critical capability for anyone who regularly handles workplace conflict.  

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