Conflict Resolution

Our Conflict Resolution Training & Assertiveness Training contains powerful techniques that significantly help to improve conflict at the workplace.

What is Conflict Resolution Training?

This is a program that teaches people how to constructively handle workplace conflict. It focuses on enhancing the ability of participants to manage conflict, deal with emotions and use the best practices of assertive behavior.

Conflict is the result of people having differing needs, opinions, and expectations. The reality of conflict is that in any human relationship it is inevitable. More importantly, if handled well conflict provides a powerful avenue for significant growth. Hence developing good conflict resolution techniques is very important and essential for career growth and organizational development. The importance of this skill has mandated us to add it to our suite of leadership training programs.

Conflict Resolution, a part of soft skills, involves recognizing and managing the various Conflict Resolution styles. This is an essential part of building emotional intelligence, and nurturing relationships. Poorly handled conflict can affect both the employees and the clients thereby impacting the company’s bottom-line. To maintain your competitive advantage, you need the entire organization to focus on developing excellent conflict resolution techniques to quickly and effectively resolve conflict, while building trust and commitment with clients and colleagues.

The Conflict Resolution Training program conducted by Horseway Business Services helps to build a common understanding and framework for working through challenging conflict situations. We have, after much research, decided to focus on the Win-Win Approach using the three critical skills of conflict resolution – Negotiation, Assertiveness and Persuasion. These skills will enable the participants to develop conflict resolution strategies for quickly and effectively recognizing, resolving and preventing conflict.

Conflict Resolution Techniques:

Below are listed some of the important components of our Conflict Resolution Training:

  • Outcomes:
  • Increased employee morale
  • Increased employee productivity
  • Increased employee communication
  • Increased customer satisfaction
  • Increased customer base
  • Increased profitability
  • Training Topics:
  • WIN/WIN Approach
  • Managing Emotions
  • Negotiation Skills
  • Assertiveness Skills
  • Persuasive Skills


This training program is designed to increase competence in the areas of assertive communication, influence, and conflict resolution. The focus is on real-life problems and challenges one faces in the workplace.

Participants will understand how to increase their effectiveness in getting things done while building positive working relationships and avoiding aggressive or submissive behavior patterns.

Training Benefits:

  • Standing up for one’s right and avoiding the feeling of being used like a ‘door-mat’
  • Increasing influence by reducing aggressive behavior
  • Remaining calm when dealing with conflict and difficult situations
  • Working more effectively with others through honest and open communication
  • Understanding others’ underlying concerns and reach win-win situations
  • Assertively persuading others to reach a particular decision at a particular point in time

Training Topics:

  • Understanding conflict:
  • Conflict Resolution with the Thomas-Kilmann Instrument
  • Defining conflict
  • Understanding levels of conflict
  • Traditional ways of handling conflict
  • Conflict Styles
  • Competitive
  • Collaborative
  • Compromising
  • Accommodating
  • Avoiding

Conflict Resolution Process

  • Getting to the Root Cause
  • Examining Root Cause
  • Identifying the Benefits of Resolution
  • Generating Options & Building a Solution
  • Generate, don’t Evaluate
  • Creating Mutual Gain Options and Multiple Option Solutions
  • Digging Deeper into your Options
  • Creating a Shortlist
  • Choosing a Solution
  • Managing Emotions
  • Keeping your cool
  • Usage of vocabulary and how it affects emotional states
  • Empathy
  • Asking yourself empowering questions
  • Assertiveness
  • The 4 step technique of assertiveness
  • The art of saying ‘No’
  • Dealing with ‘Aggressive’ and ‘Submissive’ behavior

Training Hours:

The Conflict Resolution Training program will be 8 hours.

Training Methodology:

Resources Required:

  • Instructor Led Training
  • Role Plays
  • Games and Group Activities
  • Movie and Audio Clips
  • Horseway Business Services will conduct the training
  • Maximum number of participants to a class will be 20
  • The training will be conducted at a venue organized by your organization
  • The following will be provided by your organization:
  • Handouts will be printed/photocopied
  • An LCD projector
  • Audio speakers