*Audience:* Managers, team leaders, HR professionals, employees, or students 

 

*Course Description* 

This course equips participants with the skills to identify, address, and resolve conflicts constructively in personal and professional settings. Topics include conflict styles, negotiation techniques, emotional intelligence, mediation, and cultural considerations. Interactive role-plays, case studies, and simulations reinforce practical application.

 

*Course Objectives* 

By the end of the course, participants will: 

1. Understand the psychological and social roots of conflict. 

2. Identify personal and organizational conflict styles. 

3. Apply negotiation and mediation strategies to de-escalate disputes. 

4. Use communication tools to manage emotionally charged situations. 

5. Foster collaboration and win-win outcomes in teams. 

6. Navigate cross-cultural and virtual conflicts effectively. 

 

*Weekly Schedule* 

 

*Week 1: Introduction to Conflict Management* 

- *Topics:* 

  - What is conflict? Types (task, relational, process). 

  - The role of conflict in growth vs. dysfunction. 

  - Self-assessment: Personal conflict style (Thomas-Kilmann Instrument). 

- *Activity:* Group discussion on positive/negative conflict experiences. 

 

*Week 2: Understanding Conflict Dynamics* 

- *Topics:* 

  - Root causes of conflict (needs, values, power imbalances). 

  - Conflict escalation stages (Glasl’s model). 

- *Activity:* Case study analysis of workplace or team conflicts. 

 

*Week 3: Communication Skills for Conflict Resolution* 

- *Topics:* 

  - Active listening and empathy in tense situations. 

  - Non-verbal cues and tone management. 

  - Framing messages with "I-statements" vs. blame. 

- *Activity:* Role-play: De-escalating a heated conversation. 

 

*Week 4: Conflict Styles and Strategies* 

- *Topics:* 

  - Thomas-Kilmann Conflict Modes (competing, collaborating, compromising, etc.). 

  - Choosing the right style for the situation. 

- *Activity:* Self-assessment reflection and group discussion. 

 

*Week 5: Negotiation Techniques* 

- *Topics:* 

  - Principles of interest-based negotiation (Fisher & Ury’s Getting to Yes). 

  - BATNA (Best Alternative to a Negotiated Agreement). 

- *Activity:* Simulated negotiation exercises (e.g., salary disputes, resource allocation). 

 

 *Week 6: Mediation and Third-Party Intervention* 

- *Topics:* 

  - Role of a mediator vs. arbitrator. 

  - Steps in the mediation process. 

- *Activity:* Mock mediation role-play with peer feedback. 

 

*Week 7: Managing Emotions in Conflict* 

- *Topics:* 

  - Emotional triggers and self-regulation techniques. 

  - Building emotional intelligence (EQ) for conflict resolution. 

- *Activity:* Mindfulness exercises and scenario-based emotional regulation practice. 

 

*Week 8: Cross-Cultural and Virtual Conflicts* 

- *Topics:* 

  - Cultural differences in conflict expression (e.g., direct vs. indirect communication). 

  - Managing remote team conflicts (time zones, communication tools). 

- *Activity:* Case studies on multicultural or remote team disputes. 

 

*Week 9: Conflict in Teams and Organizations* 

- *Topics:* 

  - Group dynamics and systemic causes of conflict. 

  - Creating a conflict-resilient organizational culture. 

- *Activity:* Team workshop on designing conflict-resolution protocols. 

 

*Week 10: Final Project and Integration* 

- *Activity:* 

  - Participants present a conflict resolution plan for a real or hypothetical scenario. 

  - Peer review and instructor feedback. 

 

*Assessment Methods* 

- *Participation & Engagement:* 20% 

- *Reflection Journals/Quizzes:* 20% 

- *Role-Play Simulations:* 30% 

- *Final Project:* 30%