Courses/Teams & Culture/Conflict Management
Conflict Management
Full one-day training pack for teaching conflict management at work
Overview
A one-day course on understanding, managing, and resolving conflict at work. Participants examine what causes conflict and how it escalates, test their own approach against five management styles, practise skills such as active listening, the DESC approach, and assertiveness, and build a five-step resolution plan. The pack gives a trainer everything needed to deliver the session as written or edit it: scripted notes, slides, workbook, handouts, and certificates.
Format. One day. Designed for classroom delivery and adaptable to live online sessions.
Who it is for. Employees, team leaders, and managers at beginner to intermediate level, in groups of 8 to 20 participants.
What delegates take away
- Explain what conflict is, how it develops, and the main types of conflict.
- Choose between the five conflict management styles according to the situation.
- Distinguish stated positions from underlying needs when working towards resolution.
- Apply core skills including active listening, the DESC approach, and assertiveness.
- Outline a five-step conflict resolution plan, from awareness through to an action plan.
Course outline
Defines conflict, examines its causes and types, works through common misconceptions, and traces the five stages of how conflict develops, including when it can be constructive.
Participants score their own style with a questionnaire, then work through when avoiding, competing, accommodating, compromising, and collaborating each fit, and learn to separate positions from underlying needs using the Two Women and the Orange case.
Covers debate versus dialogue, the DESC communication approach, active listening, body language, emotional awareness, openness to other perspectives, and assertiveness.
A five-step method for resolving complex or multi-party conflict: awareness, analysis, building solutions, choosing a solution, and setting an action plan.
What is in the kit
Slide deck
60 editable PowerPoint slides (16:9) with speaker notes on every slide
Trainer notes
Scripted facilitator guide (56-page PDF) with slide-by-slide session notes, timed activities, suggested wording, and online-delivery adaptations
MIZAN Edition field guide
Updated research with sources, two GCC-context case studies, three new activities, an AI-era section and a 30-day transfer plan
Participant workbook
65-page delegate workbook that follows the session, with prompts and space for notes
Handouts
Five activity handouts: What Is Conflict, Conflict Styles Questionnaire, Two Women and the Orange, Needs, and the DESC Approach
Certificates
Attendance certificates in digital-signature and printable formats, plus a CPD completion certificate template and a completed example
Course administration forms
Feedback form and sign-in sheet
Online delivery guide
10-page guide to running the course over videoconferencing platforms, covering tools and how to adapt the activities
Pre-course preparation guide
Orientation document explaining each file in the pack and how to prepare before the session
Editable and PDF versions
Every document ships in both editable Word/PowerPoint and PDF format
Editions
The license in one sentence
Buy once, deliver the course as often as you like to as many delegates as you like, edit anything, add your own branding — you only may not resell or redistribute the materials themselves. Every download is stamped with your name, tier and order number. Full license terms
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