A conflict resolution course gives managers and staff a practical, repeatable way to deal with disagreements before they damage working relationships or productivity. BOTI’s two-day Conflict Resolution and Negotiation Skills Training teaches a seven-step resolution process that delegates can adapt to disputes of any size. It is one of our leadership and management courses, which run in-house, at our Johannesburg venue or live online.
The current course runs at your offices anywhere in South Africa, live online or at a BOTI venue. The course page has the up-to-date outline and group prices.
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Course Introduction: Reduce Conflict with our Conflict Resolution Training
Wherever two or more people work together, conflict will arise sooner or later. This conflict resolution training gives delegates a seven-step process that they can use and adapt to resolve disputes of any size. Delegates also build skills in generating solutions and finding common ground.
The programme covers essential conflict management skills, including working with anger and using the Agreement Frame. Handling conflict well matters for every organisation, whatever its size. Conflict that is left unchecked or unresolved can lead to lost production, absenteeism, staff turnover and even legal disputes.
Who should attend
This conflict resolution skills training suits anyone who has to handle disagreements at work:
- Team leaders, supervisors and managers who mediate between staff members
- HR practitioners who deal with workplace disputes and complaints
- Customer-facing staff who handle unhappy clients or difficult conversations
- Project team members who need to reach agreement across departments
Recommended Prior Experience and Knowledge: Conflict Resolution Training
No prior experience or knowledge is needed. The course is presented in English.
Customised training for your team. BOTI tailors this course to your organisation and runs it in-house at your premises, at its venue in Sunningdale, Johannesburg, or live online. Request a quote or call 011 882 8853.
What delegates will be able to do
- Recognise the five common conflict-handling styles and choose the right one for the situation
- Prepare the right time, place and ground rules for a difficult conversation
- Identify what each party needs and find common ground
- Get to the root cause of a dispute using a cause-and-effect diagram
- Generate options for mutual gain and agree on a solution and action plan
- Use stress and anger management techniques, open questions and the Agreement Frame
Course Outline: Conflict Resolution Training
The key outcomes of the course are set out in the components below.
Component 1: Starting Out
• Icebreaker activities
• Housekeeping and administration
• The Parking Lot
• Programme objectives
Component 2: An Introduction to Conflict Resolution
• Understanding the conflict resolution process
• What is conflict?
• What is conflict resolution?
Component 3: The Five Conflict-Handling Styles
• Collaborating
• Competing
• Avoiding
• Compromising
• Accommodating
Component 4: Creating an Effective Atmosphere
• Setting ground rules
• Neutralising emotions
• Choosing the time and place
Component 5: Creating Mutual Understanding
• What do we want?
• What do they want?
• What do I want?
Component 6: Focusing on Individual Needs
• Strengthening the working relationship
• Finding common ground
• Generating positive energy and goodwill
Component 7: Getting to the Root Cause
• Identifying the benefits of resolution
• Examining root causes
• The importance of forgiveness
• Making a cause-and-effect diagram
Component 8: Generating Options
• Digging deeper into your options
• Generate first, evaluate later
• Creating mutual-gain options and multiple-option solutions
Component 9: Generating a Solution
• Choosing a solution
• Creating criteria
• Making a shortlist
• Building a plan
Component 10: The Short Version of the Process
• Assessing the situation
• Using individual process steps
• Choosing your steps
• Creating an action plan
Component 11: Further Tools
• Stress and anger management techniques
• Asking open questions
• The Agreement Frame
Component 12: Concluding
• Key learnings
• Words from the wise
• Review of the Parking Lot
• Evaluations and completion of action plans
Course duration: Conflict Resolution Training
The Conflict Resolution and Negotiation Skills Training runs over two days. It is designed so that delegates apply what they learn through practical exercises based on workplace situations, and then take those skills straight back to their teams. For in-house groups, ask BOTI to help you build the exercises around examples from your own workplace.
Other conflict training options at BOTI
If your needs are different, these related conflict training courses may suit your team better:
- Essential Conflict Management Skills (2 days), focused on managing conflict before it escalates
- Developing your Interpersonal Skills to Effectively Resolve Conflict (2 days), focused on interpersonal skills
- Conflict Resolution: Handling the Tough Conversations at Work, a 3-hour online masterclass
- Taking Charge as a Leader: Emotional Intelligence, Interpersonal and Conflict Resolution Skills (3 days), for managers
- Key Negotiation Skills Course (1 day), for reaching agreement in commercial and internal negotiations
If you need an accredited conflict management short course, BOTI offers the Conflict Management skills programme SP-210409 among its QCTO skills programmes. Read more in our guide to the Conflict Management QCTO skills programme.
Frequently asked questions
What does a conflict resolution course cover?
BOTI’s conflict resolution training covers what conflict is, the five common conflict-handling styles, setting up a calm environment for a difficult conversation, understanding each side’s needs, finding root causes, generating and choosing options, and building an action plan. It also covers anger management techniques, open questions and the Agreement Frame.
How long is BOTI’s conflict resolution training?
The Conflict Resolution and Negotiation Skills Training runs over two days. If your team needs a shorter introduction, BOTI also offers a 3-hour online masterclass on handling tough conversations at work.
Is the conflict resolution course accredited?
No. The two-day course is a non-accredited professional skills programme, and delegates receive a BOTI certificate of attendance. If you need an accredited route, BOTI offers the QCTO Conflict Management skills programme SP-210409 at NQF Level 5 with 8 credits. It runs over 3 days including the Final Integrated Supervised Assessment (FISA), and the QCTO issues the certificate.
Can conflict resolution training be run in-house for our team?
Yes. BOTI runs corporate conflict resolution training at your premises, at its venue in Sunningdale, Johannesburg, or live online. In-house sessions let a team work through realistic workplace scenarios together.
To book the Conflict Resolution and Negotiation Skills Training for your team, request a quote. Call BOTI on 011 882 8853 or email [email protected]. Training runs in-house at your premises, at BOTI’s venue in Sunningdale, Johannesburg, or live online. This course is not accredited. It is delivered as a professional skills programme, and delegates receive a BOTI certificate of attendance.
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