Overview of Conflict

  • What is Conflict Management?
  • Managing Conflict in the Workplace
  • Role of the Team Leader
  • Conflict and Alternative Dispute Resolution

Introduction to Negotiation

  • Structure an Effective Negotiation Sequence
  • Bargain in an Efficient and Respectful Manner
  • Overcome Deadlocks
  • Get Prepared for any Negotiation
  • Manager Cultural differences in a Negotiation

Mediation Methods

  • List different Types of Mediation
  • Identify Typical Challenges
  • Difficulties that most Mediators Face
  • Identify the Do’s and Don’ts in Mediation

 Communication for Decision Makers Dealing with Conflict

  • Effective Communication
  • Information Collection and Questioning
  • Persuading and Influencing Others
  • Distributive vs. Integrative Negotiation

Procedures for Resolving Disputes

  • Positional and Interest-Based Bargaining
  • Reaching Mutually Beneficial Agreements
  • Elimination or Avoidance of Crisis
  • Alternative Dispute Resolution

FOR WHOM: Directors, Heads of Departments, Human Resources and Administrative Supervisors, All Line Managers Union/Team Leaders in the Organization.


DATE:                   19th – 21st June, 2024

                                 4th – 6th December, 2024



Leaders negotiate all the time, both inside and outside their organizations. Externally, they deal with customers, suppliers, investors and other stakeholders. Internally they negotiate for resources, schedules and support. Thus, the ability to negotiate and to resolve disputes is a fundamental skill that every leader needs to master. Whether you are involved in internal budget negotiations or external supplier negotiations, the ability to negotiate and manage conflict effectively comes from understanding the structural and interpersonal aspects of negotiations. Further, managers must be able to identify those conflicts that require the use of dispute resolution and the different types of dispute resolution methodologies that are available.

So, the workshop applies practical skills, complemented with substantive knowledge to round out the skill sets of the participants to make them highly effective leaders and managers. If you complete the course successfully, you should be able to:

  • Demonstrate an understanding of how to manage conflicts in a way and manner that leads to constructive outcomes
  • Identify cognitive biases that stand as barriers to effective negotiation and conflict management and the deception and biases that could limit one’s own negotiation and conflict management skills


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