Negotiation and Conflict Management in Organisations

Handling Difficult Situations with a Range of Workable Solutions

5 Found
Date Duration Venue Fees
15-19 Jul 2024 5 Days London - UK US$5,450 Register
16-20 Sep 2024 5 Days Dubai - UAE US$4,450 Register
02-06 Dec 2024 5 Days Dubai - UAE US$4,450 Register

Course Overview

Have you ever been in a position where you faced a conflict but felt vulnerable and lost? Conflict is an inevitable part of life, and a successful employee should be prepared to address it.

To be a victorious team with excellent dynamics, each employee needs to embrace conflict and seek the most efficient approach to resolve it. If the conflict is positive, great effort should be made to steer it in a constructive direction. Unfortunately, many employees avoid conflict or leave it for their superiors to handle, while others become aggressive and try to fight it off, which rarely leads to positive outcomes. The only proven method to manage conflict is to be assertive and have excellent communication and negotiation skills. Even the most complex disputes can be resolved through effective negotiation tactics, be it a political matter, managing an organisation or even a simple transaction. Conflict management and Negotiation skills always go hand in hand because when conflict arises, resolving it is no simple standard communication operation. An intelligent communicator needs to put more effort into creating a win-win situation and reaching the desired goal.

This 5-day interactive Negotiation and Conflict Management in Organisations training course enables the participants to deal with conflict wisely and stand up for their rights while maintaining respect and professionalism for others and organisational standards and practices. They will learn the successful formula of Negotiation and Conflict Resolution.

Course Objectives

The participants will be exploring various tools they can apply in the workplace to enable them to negotiate and resolve different types of conflict.

After the training course, the participants will learn to:

  • Understand the definition of conflict
  • Know the difference between positive and negative conflict
  • Identify the 5 levels of conflict
  • Explore the reasons behind the conflict
  • Know the 5 instruments of Thomas Kilmann to negotiate through conflict
  • Being an excellent negotiator
  • Evaluate different methods in successful communication
  • Form positive and impacting feedback to resolve conflict
  • Apply Professional Influencing skills
  • Understand the different types of difficult people and how to deal with them
  • Analyse different Negotiation techniques
  • Discover the characteristics of a smart negotiator
  • Understand the importance of Assertiveness in handling conflict
  • Avoid stress during the conflict

Target Audience

Any employee that finds themselves in a position where they need to solve problems, persuade others, create buy-in or present an idea to others in their work environment, especially if they face opposing views.

It is suitable for a wide range of working professionals, including (but not limited to) the following:

  • Upper Management
  • Middle Managers and supervisors
  • All range of sales employees
  • All range of customer services staff
  • Human Resources Staff
  • Change Managers
  • Any individual that finds themselves in a challenging Team Environment

Training Methodology

A blended learning approach drives this training course. It draws on various adult learning techniques such as action learning, experiential exercises, group discussions, video case studies, role play and self-reflection activities. The resulting variety helps delegates stay engaged throughout the course, feel challenged and draw quick wins for their development. It also ensures delegates are exposed to ample opportunities to apply what they learn to the real-world challenges they face back in the workplace.

Course Outline

Day One

Identifying and Understanding Conflict

  • Exploring Conflict in the Workplace
  • The Difference between Positive and Negative Conflict
  • The Reasons behind the Conflict
  • The Long-term Effect of Ignoring Conflict
  • Why is conflict needed sometimes?
  • Identifying the Conflict before it Happens
  • Exploring the different Stages of Conflict:
    • Discomfort
    • Incident
    • Misunderstanding
    • Tension
    • Crises
    • Dealing with each stage wisely
  • Preventing Tension and Crises Stage
  • What to do when the Crises stage happens?
Day Two

Assertiveness and Negotiation During Conflict

  • Understanding the 3 Behaviours:
    • Aggressive – Attacking Style
    • Passive – Weak Style
    • Assertive – The Wise Approach
  • Analysing the Fight, Flight, Freeze and Flow Approach
  • Defining the Meaning of Professional Negotiation
  • Understanding the Meaning of Assertiveness
  • How to be a positive Negotiator?
  • The Positive Outcomes of Assertiveness
  • Assessing Assertiveness Abilities
Day Three

Resolving Conflict – Thomas Killman Negotiation Styles

  • Why the 5 styles are important?
  • Exploring the Styles:
    • Competing
    • Avoiding
    • Accommodating
    • Compromising
    • Collaborating
  • The Benefits of the Collaborating Approach
  • How to use the 5 styles during a negotiation?
  • Applying the Right Style at the right Stage of Conflict
  • Exploring the Different Levels of Negotiation
  • Exploring Different Concessions
Day Four

Successful Communication Skills During Negotiation

  • How the mind works?
  • Perspective Management
  • How perspective reflects communication?
  • Bridging the Gaps
  • Practicing Active Listening
  • Successful Feedback Models
  • Communication using Thomas Kilmann Methods
  • Communication during Levels of Conflict
  • Identifying Trigger Words during the Negotiation Process
  • Using the Correct Feedback during Negotiation
  • Creating Mutual Respect
  • The Importance of Trust
Day Five

Dealing with Stress and Difficult People During Conflict

  • Targeting the Stressor during the Conflict
  • The Triple-A Solution that can help Resolve Stress
  • Exploring Different Types of Difficult People
  • Successful Methods to Negotiate with Difficult People Using
  • Creating a Win-win Situation during Conflict
  • Creating a Mentality that can Cope with and Overcome Stress
  • How neglecting stress can make the conflict worse?
  • Using External means to Deal with Stress during Conflict


Upon successful completion of this training course, Newage Certificate will be awarded to the delegates.

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