Conflict Resolution Skills Training For HR Managers


Conflict is inevitable. It can present an opportunity when handled well, and be a costly disaster when handled poorly. Learn how you can resolve conflict situations early before they escalate into intractable disputes using proven responses and techniques that work. This is a practical hands on training that will provide a road map for conflict resolution in the workplace and beyond.

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

  • Identify conflict as an opportunity for clarity and learning.
  • Minimize the impact of perception on interpretations about motive.
  • Define conflict to recognize it early.
  • Recognize criticism, blame, defensiveness, and stonewalling as warning signs.
  • Respond using an appropriate conflict handling strategy.
  • Demonstrate an ability to set a positive tone and to listen with the intention to understand.
  • Focus on underlying needs to generate potential solutions through brainstorming.
  • Consider both standards and alternatives to motivate the resolution of conflict.
  • Demonstrate an ability to resolve conflict for lasting resolution by managing a conflict resolution conversation.


Module 1: Introduction and Course Overview

Module 2: Defining Conflict

Know how to define conflict and overcome assumptions when conflict arises. They will look at the affect conflict has within an organisation and identify positive and negative outcomes from conflict situations.

– What is Conflict ?

Module 3: Types of Conflict

Identify different types of conflict and how they are manifested in thought and actions. They will identify the root cause of conflict scenarios and recognise how to categorise them, in order to overcome these situations.

– Inner Conflict
– Group Conflict
– Intergroup (or Structural) Conflict

Module 4: Open Conflict vs Hidden Conflict

Module 5: Conflict Resolution Style Questionnaire

Learning outcomes:
Use a questionnaire to classify concern for the organisation goals and people involved, and learn when best to implement the characteristics of each category.

– The Questionnaire
– Interpretation
– Pros and Cons

Module 6: Seven Steps to Ironing Things Out

Module 7: Conflict and Its Resolution

Learning outcomes:
Look at several ways of visualising a situation, then will follow a process to resolve the conflict, identifying the needs and assumptions of others, and formulate a strategy for resolution.

– Visualising Conflict
– Conflict Resolution Process
– A Strategy for Conflict Resolution

Module 8: Facilitating Conflict

Learning outcomes:
See how facilitation skills can help intervention and encourage a positive outcome from conflict. They will recognise behaviours that can help and hinder progress and promote healthy debate.

– Facilitation Overview
– Managing Differences Collaboratively
– Resolving the Issue
– Practical Application

Module 9: Making Interventions

Learning outcomes:
Know when it is necessary to intervene. They will look at situations to apply caution and employ methods to contain the situation and tackle resistance.

– Defining Interventions
– Wording Interventions
– When one person dominates the discussion
– Telling Versus Asking
– Dealing with Resistance
– Resistance Scenarios
– Workshop Wrap-Up

Module 10: Your Personal Action Plan