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Responding to Conflict: Strategies for Improved Communication


Availability: Registration open

Starting at: $2,095.00

Increase your success by proactively and positively managing conflict.
Designed, created, and delivered by our partner, the American Management Association.

Duration: 3 days (Live In-Person) or four 3-hour lessons (Live Online)   |  CEU: 1.2

Conflict in business is all too familiar—particularly under increased business pressures. Still, most of us lack basic conflict management skills. Rather than react to conflict on a purely emotional level, you can learn how to manage disputes and disagreements in a positive manner, or even avoid them altogether. This seminar will show you how to recognize the causes of interpersonal conflict. It emphasizes skills to help you critically evaluate conflict situations and then choose the appropriate strategies and tools to manage and/or resolve these conflicts. You’ll develop greater awareness of your emotional triggers and how to control them. In addition, you will learn how to continually action-plan around the implementation of your new skills.

How You Will Benefit:

  • Recognize the underlying causes of conflict
  • Map conflict using a five-step approach
  • Identify ways to develop flexible responses to personal and professional conflicts
  • Practice applying models, techniques and strategies to manage your interpersonal communication behaviors in conflict situations
  • Implement strategies to improve your communication and effectively respond to conflict

What You Will Cover:

Developing Conflict Awareness
  • Recognizing the difference between disagreement and conflict
  • Understanding the five levels of a conflict
  • Exploring barriers to conflict management and resolution
Responding to Conflict
  • Identifying your own feelings and actions in response to conflict
  • Applying the P-U-R-R Model to demonstrate understanding
  • Utilizing the validating process
  • Distinguishing between listening for thoughts and listening for feelings
The Role of Trust in Minimizing Conflict
  • Describing the 4 Cs as the cornerstones of building trust
  • Knowing how trust is lost and regained, and how transparency validates trust
  • Identifying interests behind positions
Conflict Strategies
  • Identifying your preferred strategies for responding to conflict
  • Understanding the five conflict strategies
  • Exploring appropriate strategies to minimize/manage conflict
Moving Beyond Conflict
  • Knowing why relationship conflict and content conflict should be handled differently
  • Turning potential disagreements into discussion by applying the Model to Disagree
  • Identifying and practicing assertiveness tools and strategies
  • Detoxifying emotional statements and devising alternative ways to express the message
Dealing with Difficult Behavior
  • Explaining the difference between difficult people and difficult behavior
  • Understanding how to handle passive behavior
  • Developing a strategy for handling passive or aggressive behavior
Mapping the Conflict
  • Mapping a conflict using a 5-step approach
  • Exploring a given conflict from various "viewing points"
  • Separating interests from positions in a specific conflict
  • Selecting a conflict strategy appropriate to addressing a specific goal
  • Implementing a chosen conflict strategy
  • Applying skills to address emotionally tense conflicts (called Thunderstorms)
  • Using skills to address an intra-group conflict case study
  • Planning for future development to effectively respond to conflict

Who Should Attend:

Business professionals who want to expand their conflict management skills, understand their own emotions and behaviors when addressing conflict, and find productive ways to manage conflict.

Length of Training:

2 days (Live In-Person) or four 3-hour lessons (Live Online)



Live In-Person 2 Days
Live Online Four 3-hour sessions

Live In-Person Tuition:

1-4 People $2095 each
5+ People $1995 each

Live Online Tuition:

1-4 People $1995 each
5+ People $1895 each

Please call 1-888-669-1776 for GSA or AMA member pricing.

Continuing Education Credits:


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