DEVELOPING SOFT SKILLS FOR CONFLICT MANAGEMENT AND RESOLUTION IN THE WORKPLACE

The programme helps employees, supervisors and managers develop communication, active listening, empathy and negotiation skills to effectively manage conflicts and strengthen workplace collaboration.

Participants will acquire practical skills for preventing, managing and resolving conflicts using communication, emotional intelligence and teamwork techniques.

Introduction to conflict
Causes and effects of conflict
Types of conflict
Thomas-Kilmann model
Fisher & Ury conflict cycle
Communication skills
Active listening
Feedback techniques
Emotional intelligence
Empathy
Self-awareness and self-regulation
Difficult conversations
Non-violent communication
Conflict resolution strategies
Win-Win negotiation
Managing difficult colleagues
Assertiveness without aggression
Team collaboration
Trust culture
Managing toxic behaviours
Role-play and practical exercises