Handling critical conflict situations

Interpersonal Skills Training

Conflict can be healthy. No company or team is going to grow or develop without conflict – but when does a disagreement become a conflict situation and when does this conflict become critical and destructive? How you behave, and what you do and say has the potential to make or break your relationship. This training is designed for anyone who needs to, or will need to, handle critical conflict situations both internally and externally.

Focus on the key behaviors and strategies you need to manage conflict.

Your outcomes

  • Recognize where conflicts come from in the workplace
  • Approach conflict situations with increased confidence
  • Adopt a confident, professional and appropriate style when faced with critical situations
  • Develop practical skills to handle a critical situation

Training content

  • Acknowledging that a situation is critical and defining the problem
  • Identifying the underlying need
  • Letting individuals express themselves
  • Establishing sources of conflict
  • Identifying your conflict style according to the Thomas Killmann model
  • Realizing how conflicts escalate – the 5 steps
  • Looking for common ground
  • Being emotionally aware
  • Listening for what isn’t being said
  • Preparing for a conflict discussion
  • Focusing on the present and the future
  • Recognizing negative and aggressive behavior patterns
  • Identifying and dealing with the underlying causes of difficult behavior
  • Executing the discussion
  • Understanding and managing the situation rather than the person
  • Developing stakeholder communication skills
  • Following up for results
  • Seeing conflict as an opportunity

Develop practical skills to confidently handle critical situations.

Learn how to balance priority and obligation.

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Make the most of your training investment

What happens around the training is just as important as what happens in the training. This document will enable you to maximize your impact and achieve tangible outcomes.

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