Conflict is a natural part of the workplace and, when managed effectively, can lead to stronger relationships, better problem-solving, and improved performance.
This topic equips supervisors and managers with a structured, practical approach to managing conflict that empowers individuals to move through disagreements constructively. Participants will learn a universal problem-solving model to diagnose conflict, identify underlying interests beyond stated positions, and generate meaningful resolution options. The session explores the four phases of managing conflict, along with the five common conflict modes—accommodate, compromise, collaborate, compete, and avoid—and when each is most appropriate. Participants will also examine key conflict management roles, including mediator, arbitrator, and advocate. Emphasis is placed on emotional awareness, active listening, and choosing responses that support positive, mutually beneficial outcomes. Participants will be better prepared to guide difficult situations with clarity, confidence, and intentionality.