Conflict Resolution Training

Conflict Resolution Training

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Conflict Resolution Training

Conflict Resolution Training

What is Conflict Resolution?

Conflict resolution is when two or more people involved in differences, disputes, or debates reach an agreement of resolving it. Some key skills are required for one to resolve conflicts in the workplace successfully.

What is Conflict Resolution Training?

This is a training program that teaches people how to constructively handle workplace conflict. It focuses on enhancing the ability of participants to manage conflict, deal with emotions and use the best practices of assertive behaviour.

Our Conflict Resolution Training & Assertiveness Training contain powerful techniques that significantly help to improve conflict at the workplace.

Conflict is the result of people having differing needs, opinions, and expectations. The reality of conflict is that in any human relationship it is inevitable. More importantly, if handled well conflict provides a powerful avenue for significant growth. Hence developing good conflict resolution techniques is very important and essential for career growth and organizational development. The importance of this skill has mandated us to add it to our suite of leadership training programs.

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Conflict resolution, a part of soft skills, involves recognizing and managing the various Conflict Resolution styles. This is an essential part of building emotional intelligence, and nurturing relationships. Poorly handled conflict can affect both the employees and the clients thereby impacting the company's bottom-line. To maintain your competitive advantage, you need the entire organization to focus on developing excellent conflict resolution techniques to quickly and effectively resolve conflict, while building trust and commitment with clients and colleagues.

The Conflict Resolution Training program conducted by MMM Training Solutions helps to build a common understanding and framework for working through challenging conflict situations. We have, after much research, decided to focus on the Win-Win Approach using the three critical skills of conflict resolution - Negotiation, Assertiveness and Persuasion. These skills will enable the participants to develop conflict resolution strategies for quickly and effectively recognizing, resolving and preventing conflict.

Conflict Resolution Techniques

Below are listed some of the important components of our Conflict Resolution Training:

  • Outcomes:
    • Increased employee morale
    • Increased employee productivity
    • Increased employee communication
    • Increased customer satisfaction
    • Increased customer base
    • Increased profitability
  • Training Topics:
    • WIN/WIN Approach
    • Managing Emotions
    • Negotiation Skills
    • Assertiveness Skills
    • Persuasive Skills

Conflict Management Training Outline


This training program is designed to increase competence in the areas of assertive communication, influence, and conflict resolution. The focus is on real-life problems and challenges one faces in the workplace.

Participants will understand how to increase their effectiveness in getting things done while building positive working relationships and avoiding aggressive or submissive behavior patterns.

Benefits for Participants:

  • Standing up for one’s right and avoiding the feeling of being used like a ‘door-mat’
  • Increasing influence by reducing aggressive behavior
  • Remaining calm when dealing with conflict and difficult situations
  • Working more effectively with others through honest and open communication
  • Understanding others’ underlying concerns and reach win-win situations
  • Assertively persuading others to reach a particular decision at a particular point in time

Training Topics:

  • Understanding conflict:
    • Defining conflict
    • Understanding levels of conflict
    • Traditional ways of handling conflict
  • Conflict Resolution with the Thomas-Kilmann Instrument
    • Conflict Styles
    • Competitive
    • Collaborative
    • Compromising
    •  Accommodating
    •  Avoiding
  • Conflict Resolution Process
    • Getting to the Root Cause
        • Examining Root Cause
        • Identifying the Benefits of Resolution
    • Generating Options & Building a Solution
        • Generate, don't Evaluate
        • Creating Mutual Gain Options and Multiple Option Solutions
        • Digging Deeper into your Options
        • Creating a Shortlist
        • Choosing a Solution
    • Managing Emotions
        • Keeping your cool
        • Empathy
        • Asking yourself empowering questions
        • Usage of vocabulary and how it affects emotional states
  • Assertiveness:
    • The 4 step technique of assertiveness
    • Dealing with ‘Aggressive’ and ‘Submissive’ behavior
    • The art of saying ‘No’

Training Hours:

This training program will be for a duration of 8 hours.

The conflict resolution training materials by the expert trainers of MMMTS are highly sought after.