Conflict Resolution and Difficult Conversations

Conflict Resolution and Difficult Conversations

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Course Description

Course Overview

The Conflict Resolution and Difficult Conversations course is designed to provide participants with the knowledge and skills necessary to effectively manage conflict and navigate difficult conversations. The course emphasizes the importance of active listening, empathy, and effective communication techniques in conflict resolution. Additionally, participants will learn how to navigate difficult conversations by identifying factors that make conversations difficult, preparing for such conversations, managing emotions, and responding effectively. The course also focuses on finding mutually beneficial solutions by understanding their importance, identifying roadblocks, learning brainstorming techniques, and evaluating potential solutions.


There are no specific prerequisites for this course. It is suitable for individuals at all levels who want to enhance their conflict resolution and communication skills. A basic understanding of interpersonal communication is beneficial but not mandatory.


The course utilizes a variety of teaching methodologies to engage participants and facilitate learning. These include interactive lectures, group discussions, case studies, role-plays, experiential activities, and self-reflection exercises. Participants will have opportunities to practice conflict resolution techniques, engage in group activities to analyze real-life conflict scenarios, and receive feedback and guidance from the facilitators. The course promotes active participation and fosters a supportive learning environment.

Course Outline

Understanding Conflict

Defining conflict

Identifying different types of conflict

Understanding the causes of conflict

Understanding the impact of conflict on relationships

Managing Conflict

Developing strategies for managing conflict

Understanding the benefits of conflict resolution

Understanding the different conflict resolution styles

Understanding when to use each conflict resolution style

Listening, Empathy, and Communication

Understanding the role of active listening in conflict resolution

Understanding the importance of empathy in communication

Understanding effective communication techniques for conflict resolution

Understanding the impact of nonverbal communication on conflict resolution

Navigating Difficult Conversations

Identifying factors that make conversations difficult

Understanding the importance of preparing for difficult conversations

Learning techniques for managing emotions during difficult conversations

Understanding how to respond to difficult conversations

Finding Mutually Beneficial Solutions

Understanding the importance of finding mutually beneficial solutions

Identifying roadblocks to finding mutually beneficial solutions

Learning techniques for brainstorming solutions

Understanding how to evaluate potential solutions


By the end of the course, participants will be able to:

  • Identify the different types of conflict and their causes
  • Develop strategies for managing personal and professional conflicts
  • Understand the role of listening, empathy, and communication when managing conflict
  • Identify effective communication techniques for navigating difficult conversations
  • Learn techniques for finding mutually beneficial solutions to conflicts


The labs in this course provide participants with practical application opportunities.

  • Role-plays and simulations of conflict scenarios
  • Group discussions to analyze case studies and propose conflict resolution strategies
  • Interactive activities to enhance active listening and empathy skills
  • Practice exercises for navigating difficult conversations and responding

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