🎯 Course Description:
Gain skills to identify, address, and resolve workplace conflicts constructively. Learn negotiation tactics to reach win-win solutions and maintain positive relationships.
👥 Who Should Attend:
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Managers and team leaders
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HR professionals
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Customer service and sales staff
🗓️ Day 1: Understanding Conflict
| Time | Topic |
|---|---|
| 08:30 – 09:00 | Welcome, Overview, Introductions |
| 09:00 – 10:30 | Types and Causes of Conflict |
| 10:30 – 10:45 | ☕ Coffee Break |
| 10:45 – 12:15 | Conflict Styles and Behaviors |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Emotional Dynamics in Conflict |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Workshop: Conflict self-assessment |
🗓️ Day 2: Communication in Conflict
| Time | Topic |
|---|---|
| 08:30 – 10:00 | Active Listening and Empathy |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | De-escalation Techniques |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Assertiveness vs Aggressiveness |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Role-play: Difficult conversation practice |
🗓️ Day 3: Negotiation Fundamentals
| Time | Topic |
|---|---|
| 08:30 – 10:00 | Negotiation Principles and Ethics |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Negotiation Styles and Strategies |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Preparing for Negotiations |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Workshop: Negotiation planning and role-play |
🗓️ Day 4: Advanced Negotiation Techniques
| Time | Topic |
|---|---|
| 08:30 – 10:00 | BATNA and ZOPA Concepts |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Handling Difficult Negotiations and Deadlocks |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Cross-Cultural Negotiations |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Simulation: Complex negotiation scenarios |
🗓️ Day 5: Integration and Application
| Time | Topic |
|---|---|
| 08:30 – 10:00 | Conflict and Negotiation in Teams |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Developing a Personal Conflict Resolution Plan |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 03:00 | Group Exercise: Negotiating a business deal |
| 03:00 – 03:15 | ☕ Coffee Break |
| 03:15 – 04:30 | Final Q&A, Feedback, Wrap-Up & Certificates |
📂 Course Materials Provided:
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Conflict style inventory
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Negotiation planning templates
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Communication guides for conflict
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Role-play scripts and case studies
