Responding to Conflict: Strategies for Improved Communication

  • Communication & Interpersonal Skills
  • Course Code: 32115

Increase your success by proactively and positively managing conflict

Conflict in business is all too familiar—particularly under increased business pressures. Still, most of us lack basic conflict management skills. Rather than react to conflict on a purely emotional level, you can learn how to manage disputes and disagreements in a positive manner, or even avoid them altogether. This seminar will show you how to recognize the causes of interpersonal conflict. You will learn to critically evaluate conflict situations and then choose the appropriate strategies and tools to manage and/or resolve these conflicts. You’ll develop greater awareness of your emotional triggers and how to control them. In addition, you will learn how to continually action-plan around the implementation of your new skills.

How You Will Benefit

  • Recognize the underlying causes of conflict 
  • Map conflict using a five-step approach 
  • Identify ways to develop flexible responses to personal and professional conflicts 
  • Practice applying models, techniques and strategies to manage your interpersonal communication behaviors in conflict situations 
  • Implement strategies to improve your communication and effectively respond to conflict 
  • Use conflict as an opportunity to build better relationships
  • Recognize and assess conflict – in order to manage it effectively
  • Gain insight into your own conflict style and how to manage yourself 
  • Manage conflict effectively for improved teamwork and morale

Course Features

  • Audiovisual resources to reinforce learning in an impactful manner
  • Brainstorm activities to encourage involvement of everyone for creative thinking
  • Hands-on activities to engage participants in demonstrating skills
  • Job aid(s) and tip sheets to take back to the workplace
  • Self assessment for insight into individual behaviour and how you work with others
  • Structured case studies to apply learning in groups

What is the difference between Remote Access and Live Online?


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.


$2,445 Non Member Fee
$2,095 Member Fee

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

$2,445 Non Member Fee
$2,095 Member Fee

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

Schedule this course for your team. Click here to get started.
49 Reviews 4 Star

Course Reviews

  • Xiao Wang, Sr Project Coordinator, Toronto Transit Commission Jan 24, 2022

    - great content- could do with another 1/2 day - to allow for more practice and group feedback on problems

  • Parmida Modiri, Director of Strategy, Planning & Business Effectiveness, CIBC Dec 16, 2021

    Deb is engaging and very personable. She knows her stuff and makes it relatable. She also used the "purr technique" when she was frustrated with IT issues. A great real life example in action.

  • Past Participant, Aecon Group Inc. Dec 16, 2021

  • Serge Vachon, Engineer, Algoma Central Corporation Sep 29, 2021

    I was skeptical of the online training but found the presenter to be very engaging and there was great participation in the class.

  • Jennifer McCracken, Senior Manager, BDO Canada LLP Aug 9, 2021

    I thought the training was good. Learnt a lot of new team building skills, how to breakdown tasks into sub-tasks, designate workload and a bunch of acronyms. I was already familiar with agenda, minute taking and action items so that part wasn't really helpful to me. I did like being introduce to the charts (Gantt, Logic, Project Plan) and enjoyed the different ways they were presented. It was tailored for us to make the decision and find what works for me. Kirby has a great sense if humor and made it easy for us to open up to each other. Overall, I really enjoyed the training.

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