Conflict Management


Conflict Management

"The quality of our lives depends not on whether or not we have conflicts, but on how we respond to them”  - Thomas Crum
Imagine how much more effective we would be at collaborating and connecting if we were equipped with the skills to manage conflict between us with respect, maturity, and empathy.  While in an ideal world it would be great if there was no conflict, in reality, conflict is actually how we understand each other better, and also how we generate different ideas.  This course is not about suppressing conflict but is about how we can manage conflict when it surfaces.  Conflict management and conflict mediation skills should be something everyone learns.  In this very practical course, we help participants to manage their emotions, broaden their perspectives,  and utilise methods that assertively encourage positive resolutions.


  • Everyone can benefit even if not involved in mediation.
  • All levels of management including supervisors and team leaders
  • HR personnel
  • Business owners


  • Be able to build solid interpersonal relationships based on mutual respect and understanding
  • Show tolerance towards others and be more open-minded
  • Be equipped to identify areas and situations in which conflict may arise and apply methods (internal and external) to defuse potential conflict
  • Deal with conflict in a calm, empathetic and assertive manner that ensures self-respect and gains the respect of others.


  • What is conflict and what may cause conflict
  • Getting to yes when there are conflicting needs
  • Challenging perceptions to avoid misunderstanding, assumptions and judgements
  • Overcome automatic reactions and perceptions by developing the observer self
  • Use values to guide behaviour when handling conflict
  • Positive characteristics of conflict
  • Reactions to conflict
  • Emotional management when dealing with conflict
  • Using the theory of transactional analysis to manage conflict
  • Stages of conflict
  • Conflict management strategies and when to use them
  • Mediation skills and steps to enable effective conflict resolution amongst individuals or groups
  • Principles of mediation
  • Practice mediation
  • Methods to prevent conflict

You can view all our courses HERE

KZN Business Training Centre

Contact Details
Contact Person:
Call us on: +27 (0)31 267 1229
Contact Email:
sales [at]
Course Details
Unit Standard:
NQF Level:
Level 5
Course Duration:
2 Days
Course Delivery Method:

Blended Blended

In Class In Class

Distance Distance

Presented Presented Courses

In House In-House

Contact us at +27 (0)31 267 1229 or [email protected] and we will send your a full course outline and quotation based on your requirements
Course Fee Includes:
Our public course fee includes facilitated training, course materials, the venue, a light lunch and refreshments. Onsite training at your venue can be arranged on mutually suitable dates - please contact us to request a quotation.




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