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Responding to Conflict: Strategies for Improved Communication (Live Online)

Learn to manage disputes and disagreements positively and proactively.

This live online course will teach you to recognize the causes of interpersonal conflict. You’ll become aware of your emotional triggers to prevent explosive situations. The new strategies of conflict management you’ll acquire will improve your communication performance and ultimately increase the success of your business initiatives.


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Upcoming Sessions

Date City Times Course# 62115
  • Oct 16, 2017
    - Oct 25, 2017
    Live Online 2:00 PM
    - 5:00 PM
    Add to Cart
  • Jan 22, 2018
    - Jan 31, 2018
    Live Online 2:00 PM
    - 5:00 PM
    Add to Cart

Do you need a different date or location? We offer Courses On Request.

Course Details

What You Will Learn

LESSON 1: Developing Conflict Awareness and Responses to Conflict
  • Five levels of conflict
  • Preventing relationships from deteriorating because of conflict
  • Identifying strategies for managing emotions during a conflict
  • The Conflict Response Model (PURR)
LESSON 2: Conflict Strategies and the Role of Trust
  • Listening for understanding and to summarize and validate
  • Five strategies for handling conflict
  • Establishing or re-establishing trust
LESSON 3: Moving Beyond Conflict; Dealing with Difficult Behavior
  • Reacting vs. responding
  • Being Assertive: “I-Messages” and a model to disagree
  • Detoxifying Language
  • Types of behavior that are most difficult to handle
LESSON 4: Mapping the Conflict; Forecasting Potential Thunderstorms
  • Applying Conflict Mapping to a case study and individual situation
  • Creating an action plan to apply strategies to own work situation

How You Will Benefit

  • Gain a new understanding of conflict
  • Understand your own conflict patterns
  • Improve your listening and communication skills
  • Learn to "read" conflicts by developing a "conflict map"
  • Practice effective methods of intervention and conflict management

Additional Details

Four 3-hour sessions run over a 2 week period

Live Online courses are delivered in partnership with the American Management Association.

These courses offer the high-calibre faculty and quality content that Canadian Management Centre is known for, but in a live online format— delivered in easy-to-manage lesson installments that won’t disrupt your work week. Learn new skills, sharpen existing ones and enhance your career journey!

  • Interactive, instructor-led course in a user-friendly platform
  • Talk and text with faculty and peers via chat and VoIP
  • Share files and work in breakout group activities
  • Access live, 24/7 customer support throughout your AMA learning experience
  • Lessons are divided into manageable 3-hour blocks


  • $2,300 Member         
  • $2,599 non Member

    Become a Member and save

Who Should Attend

Business professionals who want to expand their conflict management skills, understand their own emotions and behaviors when addressing conflict and find productive ways to manage conflict.


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