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Conflict Resolution

This workshop will show how to understand how and why conflict occurs, how to manage disagreements and aggressive behaviour in the workplace and the importance of building confidence to take appropriate action. 

Key subjects covered:

  • Understanding how conflict management works
  • Recognising what people bring to a conflict situation
  • Determining how people contribute to conflict
  • Identifying how managers nurture conflict
  • Getting the timing right to address conflict
  • Creating the right atmosphere for conflict resolution
  • Recognising patterns
  • Dealing with anger
  • Holding effective mediation meetings
  • Seeing both sides and identifying their needs
  • Recognising individual and shared needs
  • Clarifying perceptions
  • Negotiating solutions to conflict
  • Developing proposals and agreements
  • Monitoring progress of agreements
  • Generating solution options
  • Creating a positive agreed action plan

Impact and Influencing

Impact and Influencing Advanced

“Don’t look where you fall, but where you slipped”

African Proverb

“Begin challenging your own assumptions. Your assumptions are your windows on the world. Scrub them off every once in a while, or the light won’t come in”

Alan Alda

“Every problem has a gift for you in its hands”

Richard Bach

“Never ascribe to an opponent motives meaner than your own”

John M. Barrie

“Speak when you are angry and you will make the best speech you will ever regret”

Ambrose Bierce

“Forgiveness does not change the past, but it does enlarge the future”

Paul Boese

“Whenever you see darkness, there is extraordinary opportunity for the light to burn brighter”


“There are two ways of meeting difficulties: You alter the difficulties or you alter yourself meeting them”

Phyllis Bottome

“Courage is what it takes to stand up and speak. Courage is also what it takes to sit down and listen”

Winston Churchill

“A pessimist sees difficulty in every opportunity; an optimist sees opportunity in every difficulty”

Winston Churchill

“Every conflict we face in life is rich with positive and negative potential. It can be a source of inspiration, enlightenment, learning, transformation, and growth–or rage, fear, shame, entrapment, and resistance. The choice is not up to our opponents, but to us, and our willingness to face and work through them”

Kenneth Cloke and Joan Goldsmith

“One might as well try to ride two horses moving in different directions, as to try to maintain in equal force two opposing or contradictory sets of desires”

Robert Collier

“Every word has three definitions and three interpretations”

Costa Rican Proverb

“If I were to summarize in one sentence the single most important principle I have learned in the field of interpersonal relations, it would be this: Seek first to understand, then to be understood. This principle is the key to effective interpersonal communication”

Stephen Covey

“The quality of our lives depends not on whether or not we have conflicts, but on how we respond to them”

Tom Crum

“There is little value in preparing a cookbook of recipes for conflict success. The effects of conflict interaction depend directly on what the participants do mentally with conflict behaviours—that is, how they process and interpret those behaviours”

William Cupach and Daniel Canary

“Every person in this life has something to teach me and as soon as I accept that, I open myself to truly listening”

Catherine Doucette

“The only difference between stumbling blocks and stepping stones is the way in which we use them”

Adriana Doyle

“When we change the way we look at things, the things we look at change”

Wayne Dyer

“In the middle of difficulty lies opportunity”

Albert Einstein

“A problem is your chance to do your best”

Duke Ellington

“Nothing can bring you peace but yourself”

Ralph Waldo Emerson

“People are disturbed not by things, but by the view they take of them”


“We can often do more for other men by trying to correct our own faults than by trying to correct theirs”

Francois Fenelon

“It is possible to conceive conflict as not necessarily a wasteful outbreak of incompatibilities, but a normal process by which socially valuable differences register themselves for the enrichment of all concerned”

Mary Parker Follett

“Don’t find fault, find a remedy”

Henry Ford

“Between stimulus and response is the freedom to choose”

Viktor Frankl

“Remember not only to say the right thing in the right place, but far more difficult still, to leave unsaid the wrong thing at the tempting moment”

Benjamin Franklin

“You can’t shake hands with a clenched fist”

Indira Gandhi

“What may appear as the truth to one person will often appear as untruth to another person. But that need not worry the seeker. Where there is honest effort, it will be realized that what appeared to be different truths are like the countless and apparently different leaves of the same tree”


“Listening is not waiting to talk”

Scott Ginsberg

“My long experience has taught me to resolve conflict by raising the issues before I or others burn their boats”

Alistair Grant

“You can blame people who knock things over in the dark or you can begin to light candles. You’re only at fault if you know about the problem and choose to do nothing”

Paul Hawken

“To truly listen is to risk being changed forever”

Sakej Henderson

“An enemy is a person whose story we have not heard”

Gene Knudsen Hoffman

“Whenever you’re in conflict with someone, there is one factor that can make the difference between damaging your relationship and deepening it. That factor is attitude”

William James

“Whenever two people meet there are really six people present. There is each man as he sees himself, each man as the other sees him, and each man as he really is”

William James

“Which hurts the most, saying something and wishing you had not, or saying nothing and wishing you had”?


“Never ruin an apology with an excuse”

Kimberly Johnson

“If you’re not listening, you’re not learning”

L.B. Johnson

“The aim of an argument or discussion should not be victory, but progress”

Joseph Joubert

“Everything that irritates us about others can lead us to an understanding of ourselves”

Carl Jung

“In business, you don’t get what you deserve, you get what you negotiate”

Chester Karrass

“Our task is not to fix blame for the past, but to fix the course for the future”

John F. Kennedy

“Every person you fight with has many other people in his life with whom he gets along quite well. You cannot look at a person who seems difficult to you without also looking at yourself”

Jeffrey Kottler

“Behind the cloud the sun is still shining”

Abraham Lincoln

“Conflict is inevitable, but combat is optional”

Max Lucade

“We don’t see things as they are. We see things as we are”

Anais Nin

“A man convinced against his will is not convinced”

Laurence J. Peter

Call 07999 155303 or to register your interest click here

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