Conflict management

As a manager and leader, you will be involved in conflicts, your own or others. You can influence the outcome.

Course description:

You will learn how to prevent conflicts, analyze various conflict styles and apply different conflict resolution methods. The course gives you valuable skills in self-knowledge, clear communication and mediation techniques.

Target group:

Managers and leaders, lawyers, politicians, bank employees, mediators, moderators, insurance agents, service advisors, public relations, communicators and those who interact with others professionally.


None, but presentation skills are an advantage.


Preparatory task before the course. Lectures interspersed with exercises and a number of practice conflicts in role play. Every conflict is planned and implemented by the participants in front of a video camera. After each exercise, participants will give and receive immediate feedback and tips to improve their technique. You will see how your ongoing knowledge and skill develops.

Course documents available for download to iPad or computer:

  • Comprehensive course material with slides, checklists, templates, tutorials and videos.
  • Literature: Developing Your Conflict Competence: A Hands-On Guide for Leaders, Managers, Facilitators, and Teams (JB CCL (Center for Creative Leadership)) [Kindle Edition], Craig E. Runde.
  • Diploma obtained after completed training.


Analysis of conflict styles

  • Preventing conflicts.
  • Difficult people.
  • Different types of conflicts.


  • Win-win strategy.
  • Interpretations.
  • Conflict causes and development.
  • Individual and group conflict.
  • Early warning signals.


  • Conflict resolution methods.
  • Communication Process.
  • Tradeoffs.
  • Dialogue techniques
  • Value system.
  • Reaction patterns.
  • Willingness to cooperate.

Manage and exit

  • Consensus solution technique.
  • Positive angles of attack.
  • Clarity.
  • Empathy and respect.
  • Body language.
  • Getting caught in your own defense.
  • Conscious choice.
  • Feedback.
  • Query technology and listening technology.
  • Termination technology.
  • Reflection.
  • Follow-up.
  • Personal feedback.
  • Your action plan.