Professional Development Training

Conflict Resolution

Course Code: AMS208

Conflict Resolution is a core mitigation skill in today’s fast paced and demanding work environment. Not all conflict is bad, in fact, conflict when managed appropriately can bolster innovation, deepen partnerships, and lead to enhanced performance. This course will offer the tools and techniques to help understand the different types of conflict, manage conflict-based conversations, defuse the emotions during these conversations, and create a collaborative path forward. Participants will have an opportunity to simulate scenarios that require collaborative and thoughtful conflict resolution skills, model them with their peers through role-play, and gain the personal toolbox to be a “positive influencer” during a moment of conflict.

Learning Modules 

Understanding Conflict

    • What Causes Conflict?
    • Conflict Styles
    • Calming the Waters
    • Staying in Purposeful Dialog

Conducting Conflict based Conversations

    • Creating a Safe Atmosphere
    • SBID Model
    • Seeking to Understand
    • Finding Common Ground

Defuse Conflict

    • Utilize conflict management skills
    • Plan proactive mitigation
    • Learn de-escalation techniques
    • Pre-plan alternate solutions

Create a Path Forward from Conflict

    • Leverage negation techniques
    • Understand the end goal
    • Establish accountability
    • Know the end-game

Who Should Attend

Anyone seeking insight to successfully resolving personal and business conflicts would benefit from attending this program.

Blended Delivery Modality and Duration Options


  • Accelerated Course  = 2 learning modules delivered in a half day
  • Full course = 4 learning modules delivered in one day

Live Online

  • Accelerated Course = 2 learning modules delivered in one 3.5 hour session
  • Full course = 4 learning modules delivered in two 3.5 hour sessions

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