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.

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

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.



$2,095 Member Fee
$2,445 Non Member Fee
View our pricing options and start saving today
43 Reviews 4 Star

Course Reviews

  • Past Participant, Office of the Superintendent of Financial Institutions Feb 11, 2020

    You will learn about your conflict resolution style. That was my biggest take away.

  • Past Participant, Brookfield Properties Aug 12, 2019

    The course provided a lot of insight to strategic ways to negotiate and deal with people in and out of the workplace. Facilitator was excellent and her techniques spot on. Practical

  • Past Participant, Utilities Kingston Aug 9, 2019

    great instructor. very knowledgable, great interpersonal skills

  • Janet Smith, New Zealand High Commission Feb 5, 2020

    I found the material relevant and easy to follow. I appreciate that the templates have been sent to us electronically. This is very useful. I found that Reg connected with the participants. He was able to provide examples and support in the practice sessions. He is very knowledgeable also able to relate to real situations. Reg gave everyone time to ask for assistance and give feedback if required. Having tools to deal with conflict situations is very helpful. You never know when you will find a situation that develops into a conflict.

  • Maryanne Peters, Infotech Research Group Feb 5, 2020

    Very engaging. The stories are great for illustrating concepts. A great way to build some of the soft skills that are important for navigating the professional world.

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