Introduction:

Conflict is inevitable in any workplace or personal relationship. This training course on Conflict Resolution and Negotiation Skills equips participants with the specialized knowledge and skills to handle difficult situations with tact and diplomacy. Participants will learn how to identify the root causes of conflict, employ effective communication strategies, and negotiate mutually beneficial solutions. This course bridges the gap between reactive conflict management and proactive resolution, empowering individuals to build stronger relationships and foster harmonious environments.

Target Audience:

This course is designed for individuals who want to improve their conflict resolution and negotiation skills, including:

• Office Administrators
• Managers
• Team Leaders
• Human Resources Professionals
• Customer Service Representatives
• Anyone seeking to enhance their interpersonal skills

Course Objectives:

Upon completion of this Conflict Resolution and Negotiation Skills training course, participants will be able to:

• Understand the different types and sources of conflict.
• Identify and analyze conflict situations effectively.
• Apply effective communication techniques for conflict resolution.
• Develop active listening and empathy skills.
• Utilize negotiation strategies to reach mutually beneficial agreements.
• Manage emotions and maintain composure during conflict.
• Mediate disputes between individuals or groups.
• Understand the importance of cultural sensitivity in conflict resolution.
• Develop strategies for preventing future conflicts.
• Utilize conflict resolution models and frameworks.
• Enhance their ability to build and maintain positive relationships.
• Improve their negotiation skills and achieve favorable outcomes.
• Contribute to a more harmonious and productive environment.
• Stay up-to-date with the latest trends and best practices in conflict resolution.
• Become a more confident and effective negotiator and mediator.
• Understand ethical considerations in conflict resolution and negotiation.
• Learn how to use conflict resolution and negotiation tools effectively.

DURATION

5 Days

COURSE CONTENT

Module 1: Understanding Conflict Dynamics

• Defining conflict and its various forms.
• Identifying common sources and triggers of conflict.
• Understanding the stages of conflict escalation.
• Analyzing conflict styles and their impact.
• Recognizing the role of emotions in conflict situations.

Module 2: Effective Communication for Conflict Resolution

• Active listening and empathetic communication.
• Asking clarifying questions and summarizing key points.
• Using "I" statements to express needs and feelings.
• Non-verbal communication and its impact on conflict.
• Avoiding accusatory language and blame.

Module 3: Conflict Analysis and Assessment

• Identifying the root causes of conflict.
• Analyzing the perspectives of all parties involved.
• Assessing the impact of conflict on relationships and productivity.
• Developing a framework for conflict analysis.
• Understanding the importance of objective observation.

Module 4: Negotiation Principles and Strategies

• Understanding the principles of negotiation (BATNA, ZOPA).
• Distributive vs. integrative negotiation strategies.
• Identifying common negotiation tactics and counter-tactics.
• Developing negotiation plans and setting goals.
• Building rapport and trust in negotiation.

Module 5: Mediation and Facilitation Techniques

• Understanding the role of a mediator or facilitator.
• Developing skills for facilitating constructive dialogue.
• Using mediation techniques to guide parties toward resolution.
• Managing power imbalances and ensuring fairness.
• Creating a safe and neutral environment for discussion.

Module 6: Managing Emotions and Maintaining Composure

• Recognizing and managing personal emotional triggers.
• Developing strategies for staying calm under pressure.
• Understanding the impact of emotional intelligence in conflict.
• Using mindfulness and stress management techniques.
• Helping others manage their emotions during conflict.

Module 7: Cultural Sensitivity and Diversity in Conflict Resolution

• Understanding the impact of cultural differences on conflict styles.
• Adapting communication and negotiation strategies for diverse groups.
• Recognizing and avoiding cultural biases.
• Promoting inclusivity and respect in conflict resolution.
• Understanding the importance of cross-cultural communication.

Module 8: Conflict Prevention and Relationship Building

• Developing strategies for preventing future conflicts.
• Building strong and positive relationships.
• Establishing clear communication channels and expectations.
• Promoting a culture of open communication and feedback.
• Using conflict resolution skills to strengthen relationships.

Module 9: Applying Conflict Resolution and Negotiation Models and Tools

• Using conflict resolution models (e.g., Thomas-Kilmann Conflict Mode Instrument).
• Utilizing negotiation frameworks and checklists.
• Implementing conflict resolution tools and techniques.
• Developing a personal conflict resolution action plan.
• Continuous improvement and learning in conflict resolution.

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Training Venue

The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 5 working days before commencement of the training.