Conflict Resolution

Conflict needn’t be negative, but the way individuals and organisations attempt to deal with it often results in negative outcomes. This training course is designed to give your employees a positive approach to managing, resolving and, where appropriate, preventing conflict.


Staff will learn the TKI assessment tool to analyse different approaches to conflict.


This course is tailored for anyone who finds themselves in a position where they need to deal with conflicts on a regular basis and who want to consistently obtain positive outcomes from conflict situations.


Participants on this course will gain the ability to identify and deal with the behaviours that trigger conflict, and attain the skills to find common ground on which to build agreement. Learners will also understand how to control their own anxiety, anger, and fear while confronting people assertively.


This course uses Thomas-Kilmann Conflict Mode Instrument (TKI) to analyse different approaches to conflict. TKI is a leading personal assessment tool, used by thousands of organisations worldwide to measure the varying ways that people respond to conflict. It provides a robust, non-judgmental framework for exploring different conflict handling techniques and group dynamics.


In the context of this programme, it provides a powerful, structured way for learners to understand how they approach conflict situations and how their style interacts with other people.


Topics covered include:


What is conflict and why does it happen?
o Define conflict and outline its positive and negative aspects
o Identify the causes of conflict
o Spot the symptoms that indicate conflict is brewing
o Outline the reasons why conflict should be addressed


Conflict in teams and organisations
o Work with the stages of team development and guide teams through the stages that involve conflict
o Foster positive relationships within teams
o Identify ways your organisation could do more to prevent conflict


Styles for approaching conflict using TKI
o Identify and review a preferred style using the Thomas- Kilmann Instrument
o Adapting styles to suit circumstances and get the best results
o Work with people who use differing styles to resolve conflict


Reaching agreement
o Move beyond stated positions to hidden interests
o Listen effectively to uncover the issues
o Ask precise questions to explore and address conflict
o Act assertively to move resolution forwards
o Deal effectively with difficult emotions


Mediating conflict
o Identify situations where mediation is appropriate
o Explain what mediation is and how it works, to get people on board
o Set up and run a mediation session
o Resolve impasses using key mediation skills