Resolving Conflicts

Communication & Influencing
Hong Kong
Course Date: 
November 21, 2017
9:00AM - 5:30PM

In the Resolving Conflicts programme, you will learn to spot potential conflict situations and defuse them before they flare up. Discover how, when, where, and why to apply the six sure-fire conflict-resolution steps. You will also learn to develop the insight and intuition you need to make them work.


  • ŸEnhance teamwork and turn conflicts into opportunities that enhance performance
  • Recognise conflicts and their causes
  • ŸRecognise people’s different styles and how to handle criticism
  • ŸLearn how to respond to aggressive or passive-aggressive people
  • ŸUse a systematic approach to resolve conflicts and improve productivity

Key Topics

  • ŸHow conflicts evolve and escalate
  • ŸPreventing conflicts and the consequences of unresolved conflicts
  • Effective influencing for resolving conflicts
  • Developing appropriate assertive and responsive behaviours
  • ŸReducing defensiveness and developing process-oriented skills
  • ŸDealing with aggressiveness, intimidating and superiority behaviour in others
  • ŸHow emotions affect discussions and how to avoid emotional decision-making
  • ŸUsing anger management when resolving conflicts
  • ŸApproaches for resolving problems with difficult colleagues
  • ŸDeveloping strategies based on the other person’s style and situational factors

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