Foundation Skills

Conflict Management

4.9 (172 ratings)

Overview (PDF)


Sign In Sign in to register for this training programme

Learning Outcomes

Identify different types of conflict at work and the preferred method of dealing with conflict
Use different strategies for dealing with conflict
Use assertive behaviour rather than aggressive or passive behaviour
Make best use of body language, listening and oral communication
Stay calm and in control in order to reach a positive resolution
Save time (conflict holds back productivity)


This programme will provide learners with a number of 'tools' to use when dealing with conflict. Conflict in teams are inevitable and could even be beneficial but ONLY if it is managed according to correct conflict management principles. NQF Level 5


1. Introduction
What is Conflict?
What is Conflict Management?
Difference between Conflict Management and Conflict Resolution
Top 5 Causes of Workplace Conflict
2. Good Communication = Better Understanding
Perception is Reality
Non-Verbal Communication (Body Language)
Voice Tone
3. Empathy = Better Understanding
Understanding the Other Person’s Perspective
Cultural Awareness
4. Transactional Analysis
5. Avoiding Communication Breakdowns
Contributing Factors
Applying Risk Management to Mitigate Communication Interferences
6. Communication Models to Apply During Conflict Resolution
The Feedback Sandwich
The 5-Step Appeal
7. Conflict Resolution Strategies and Styles
4 Key Conflict Management Skills
Conflict Resolution Strategies
8. Dealing with Resistance
9. The Link Between Emotional Intelligence and Conflict Management / Resolution
10. Healthy vs Unhealthy Ways of Managing and Resolving Conflict