Conflict resolution is a way for two or more parties to find a peaceful solution to a disagreement among them. The disagreement may be personal, financial, political, or emotional.  When a dispute arises, often the best course of action is negotiation to resolve the disagreement.

The goals of negotiation are:

  • To produce a solution that all parties can agree to
  • To work as quickly as possible to find this solution
  • To improve, not hurt, the relationship between the groups in conflict

Duration of Course
24 hours

Who will Benefit from this Course



Team Leaders

Course Outline


  • The key components of conflict
  • Recognising the different stages in an escalating conflict
  • When to expect to achieve resolution to a conflict
  • Recognising situations where conflict may be about to occur

Emotional Intelligence

  • What is Emotional Intelligence?
  • How can Emotional Intelligence be used in situations of conflict

Employing your Emotional Intelligence

  • Self-awareness of personal emotions, triggers and default behaviours.
  • Self-management of personal emotions, triggers and default behaviours.
  • Observation and awareness of the other parties behaviours and needs in moments of conflict.

Verbal and non-verbal communication

  • Understanding and using body language to influence conflict resolution
  • Using your tone and voice to influence conflict resolution
  • Understanding how different body language and verbal interaction can prevent and de-escalate conflict
  • Understanding your preferred conflict management style

Dealing with a conflict

  • Identifying specific cause(s) of a conflict
  • Stating individuals wants
  • Suggesting and proposing solutions
  • Using consequences
  • De-escalating a conflict situation
  • Managing solutions without loss of integrity

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