Conflict Management & Resolution Skills Course

Conflict Management & Resolution Skills Course

R3 000,00

Turn conflict into collaboration, trust and productive workplace relationships.

Course Overview

Conflict is a natural part of working with people — clients, colleagues, supervisors and teams. When conflict is ignored or poorly managed, it damages relationships, morale, productivity and service quality. When managed effectively, conflict becomes a powerful opportunity for growth, problem‑solving and improved cooperation.

This practical Conflict Management & Resolution course equips participants with the skills to understand conflict, manage emotions, navigate diversity, communicate assertively, resolve disputes and handle difficult customers professionally. Learners gain proven tools for preventing conflict escalation and resolving issues in a fair, respectful and outcome‑focused manner.

Category:

Description

 

Duration: Typically delivered over 1 day, depending on organisational requirements and practical activities.

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

  1. Understand Conflict Clearly and Objectively
  • Define conflict and conflict resolution
  • Identify common causes of workplace conflict
  • Recognise the positive and negative outcomes of conflict
  • Understand how conflicts escalate and how to interrupt escalation

 

  1. Manage Emotions in Conflict Situations
  • Understand the role of emotional intelligence (EQ)
  • Recognise emotional triggers (“hot buttons”)
  • Respond calmly and constructively under pressure
  • Separate emotions from problem‑solving
  1. Prevent Conflict Through Diversity Awareness
  • Understand diversity, culture, values and mental models
  • Recognise prejudice, stereotyping and discrimination
  • Adapt communication to different cultural and social styles
  • Build inclusive, respectful workplace relationships
  1. Apply Practical Conflict Resolution Skills
  • Communicate effectively during disagreements
  • Apply active listening and empathy
  • Use assertiveness to protect boundaries without aggression
  • Adapt conflict‑handling styles according to the situation
  1. Use Proven Conflict‑Handling Strategies
  • Identify personal conflict management styles
  • Apply appropriate resolution strategies:
    • Problem‑solving
    • Negotiation
    • Mediation
  • Choose the right approach for the right conflict scenario
  1. Handle Customer Complaints Professionally
  • Understand why customers become upset
  • Apply the LEAP complaint‑handling model (Listen, Empathise, Apologise, Problem‑solve)
  • Deal with irate customers calmly and professionally
  • Use complaints as opportunities to improve service and customer loyalty

Module 1: Putting Conflict into Perspective

  • Causes of conflict
  • Positive vs negative views of conflict
  • Emotions and escalation factors
  • Understanding perceptions, power dynamics and needs

Module 2: Diversity as a Tool for Conflict Prevention

  • Cultural differences and workplace diversity
  • Mental models and bias
  • Prejudice, stereotyping and discrimination
  • Building respect across differences

Module 3: Core Skills for Preventing and Resolving Conflict

  • Communication skills in conflict situations
  • Active listening
  • Adapting social and personality styles
  • Assertive communication

Module 4: Personal & Organisational Conflict Resolution

  • Identifying conflict styles (avoid, compete, accommodate, compromise, collaborate)
  • Applying problem‑solving, negotiation and mediation
  • Structured conflict resolution process
  • Building win‑win outcomes

Module 5: Dealing with Customer Complaints

  • Understanding customer frustration
  • Managing emotional customers
  • Complaint escalation vs resolution
  • Relationship‑building through complaint handling

  • Interactive group discussions
  • Practical role‑plays and simulations
  • Case studies and real workplace scenarios
  • Individual reflection activities
  • Action‑planning and skills practice

  • Reduced workplace tension and conflict escalation
  • Improved communication and teamwork
  • Stronger leadership and people‑management skills
  • Increased customer satisfaction and loyalty
  • Healthier workplace culture
  • Increased confidence in handling difficult situations

  • Grade 10
  • Basic English Literacy

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