Managing People & Conflicts

Learn to inspire your team, strengthen emotional intelligence, and handle conflict in a professional manner. You will also learn to delegate tasks effectively and keep your team on track to achieve real results.

Module 1 (3 Days)
Successfully Managing People

Key Competencies

  • Motivation, delegation and giving feedback
  • Managing conflicts
  • People management skills
  • Emotional intelligence
  • Ethical leadership

Learn, Practice and Use

  • Motivate every member of your team—even if they are very different
  • Adjust your management and personal style to the needs of different situations
  • Resolve conflict more effectively in a wide variety of situations
  • Get more done by using the best delegation techniques for each situation
  • Turn difficult people and poor performers into team players
  • Win the cooperation and trust from people in your organization
  • Increase your confidence, management skills, and personal and professional satisfaction in your job by managing people successfully
  • Use positive and corrective feedback to turn problem employees around and maximize productivity

Full Module details

The Experience of Being a Manager

  • How to get people to want to do what they’re supposed to do
  • Specific challenges you face when motivating others


  • Values and their impact on work life
  • How values can have productive and nonproductive results
  • Identify value conflicts in yourself and in others

Personal Styles

  • Determine your own personal style profile
  • Gain insight into the strengths and limitations of your profile
  • Use behavioural clues to determine others’ personal styles
  • How to work more effectively with other personal profiles


  • Employee motivation factors and their impact on behaviours and work settings
  • How to tailor your motivational efforts to individual employees and different situations

Listening, Body Language, Giving Feedback, and Dealing with Difficult People

  • Use active listening to gain information and understand employees’ perspectives
  • Effectively apply positive and corrective feedback
  • Use appropriate values alignment when dealing with difficult employees

Conflict Management

  • The dimensions of conflict resolution
  • Identify your own preferred conflict-resolution styles for better conflict management
  • Use different conflict resolution styles in different situations


  • Different delegation styles: How and when to use them
  • Determine the appropriate delegation style for employees and situations

Understanding Organizational Culture and Subculture

  • The impact of organizational culture and subculture and “cultural blinders”
  • Explore the assumptions that impact your team’s thinking and actions
  • Identify and build on the strengths of your team’s culture

Emotional Intelligence

  • The components of emotional intelligence
  • Gain an honest and accurate assessment of yourself
  • Develop an improvement strategy

Ethical Leadership

  • Identify your group’s values
  • Your vision for ethical leadership

Action Planning

  • Develop a specific plan for applying what you’ve learned back on the job
  • Identify people who can support your action plans

Module 2 (2 Days)
Essentials of Conflict Management

Key Competencies

  • Conflict management
  • Gaining trust and support
  • Understanding real interests
  • Listening for feelings
  • Turning disagreements into positive business discussions

Learn, Practice and Use

  • Recognize the underlying causes of conflict in business
  • See the difference between disagreement and conflict
  • Map conflict using a five-step approach
  • Identify ways to develop flexible responses to personal and professional conflicts
  • Turn disagreements into positive discussions by applying the “Model to Disagree”
  • Know how trust is lost and regained during disputes
  • Understand why relationship conflict and content conflict should be handled differently
  • Identify your own feelings and actions when faced with conflict

Full Module details

Developing Conflict Awareness
Recognising the difference between disagreement and conflict
Understanding the five levels of a conflict
Exploring barriers to conflict management and resolution

Responding to Conflict 
Identifying your own feelings and actions in response to conflict
Applying the P-U-R-R Model to demonstrate understanding
Utilising the validating process
Distinguishing between listening for thoughts and listening for feelings

The Role of Trust in Minimising Conflict
Describing the 4 Cs as the cornerstones of building trust
Knowing how trust is lost and regained, and how transparency validates trust
Identifying interests behind positions

Conflict Strategies
Identifying your preferred strategies for responding to conflict
Understanding the five conflict strategies
Exploring appropriate strategies to minimise/manage conflict

Moving Beyond Conflict
Knowing why relationship conflict and content conflict should be handled differently
Turning potential disagreements into discussion by applying the Model to Disagree
Identifying and practising assertiveness tools and strategies
Detoxifying emotional statements and devising alternative ways to express the message

Dealing with Difficult Behavior
Explaining the difference between difficult people and difficult behaviour
Understanding how to handle passive behavior
Developing a strategy for handling passive or aggressive behaviour

Mapping the Conflict
Mapping a conflict using a 5-step approach
Exploring a given conflict from various “viewing points”
Separating interests from positions in a specific conflict
Selecting a conflict strategy appropriate to addressing a specific goal
Implementing a chosen conflict strategy

Applying skills to address emotionally tense conflicts (called Thunderstorms)
Using skills to address an intra-group conflict case study
Planning for future development to effectively respond to conflict

Dates & Locations

22 Jan – 26 Jan (London)
          Novotel London Paddington
22 Apr – 26 Apr (Amsterdam) 
3 Jun – 7 Jun (Geneva)
15 Jul – 19 Jul (Barcelona)
2 Dec – 6 Dec (London)


5 Day(s)



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