Relationship Building and Conflict Resolution


One day

Suitable for

Anyone who interacts with people on a face-to-face basis, where possible conflict can occur.Unresolved conflict impacts on everyone’s performance, morale and well-being and it is vital to resolve it effectively.


By the end of the course you will be able to:

  • Understand the common causes of conflict
  • Recognise patterns of behaviour you may encounterduring different interactions
  • Be alert to the warning and danger signs ofconflict
  • Be able to confidently take the main steps to avertor deal with possible conflict
  • Have absorbed different techniques to communicateeffectively and build rapport
  • Beable to create an action plan to support your change in dealing with andresolving conflict


Introduction & Workshop Objectives

  • Whatwe will cover
  • Settingpersonal objectives and priorities

What is Conflict?

  • What is conflict?
  • How conflict evolves and what are the causes?
  • 9 early warning signs of conflict in the workplace

Conflict in Teams

  • What is a Team
  • How teams form
  • Why conflict occurs in teams
  • The 5 Dysfunctions of A Team

Understanding Challenging Behaviour

  • Clarify the difference between aggressive, assertive and passive behaviour
  • Recognise the effects of each type on self and others & gain tips towards assertiveness

Resolving Conflict & Negotiating

  • Thomas Kilman Model
  • Your conflict management style
  • Transactional Analysis
  • De-escalating Conflict
  • Negotiating Win-Win

Managing Your Emotions & Building Rapport

  • Managing Your Emotions
  • Emotional Intelligence
  • Improving Emotional Intelligence

Influencing Skills

  • 7 Traits of influential people
  • Push & Pull
  • 4 Strategies of influencing

Theway forward

  • Taking ideas back to the workplace and putting them into action

Duration (in days)


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Location Dates Price exc. VAT   Status
Please call us for the next available date for this course. Dates are added regularly and may not appear on this list. Tel: 020 7256 6668