Conflict Resolution and Behaviour Management Skills

Conflict Resolution and Behaviour Management Skills

Conflict Resolution and Behaviour Management Skills

“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

What You Will Learn

Participants will learn that dealing with conflict – rather than avoiding it – is crucial. When conflict is mismanaged, it harms relationships, but when handled in a respectful, positive way, conflict provides an opportunity for growth, ultimately strengthening the bond between individuals and larger groups. The first part of the training will focus on the skills of resolving conflicts between you and other parties.  The second part of the training focuses on how to successfully manage conflict that develops between others.

How It Works

Workshop Length: Can be tailored for 4 hours, Full Day (7 hours) or 14 hours over 2 days

Workshop Format: In-person or virtual

Affiliations: Developed by Stephen Lister – Synapspark Consulting

Notes: Can be integrated with Effective Communication Skills Workshop

Costs per Individual: 4 hours – $100, Full Day $150, 2 Days $250
Costs for groups:  4 hours – $695, Full Day – $975, 2 Days $1700


  • Exploring various types of conflict: Humans vs. Nature, Humans vs. Themselves, and Humans vs. Other Humans
  • Conflict Escalation Model – How to manage a potential conflict by understanding the clues that can help avert a larger crisis from developing, including the 10 most costly mistakes people make during conflicts
  • How to use the Perfection Hat vs. Discovery Hat to turn problems into possibilities and opportunities for growth in a relationship; this includes a 6-step method of dealing with people and situations that participants find difficult or stressful
  • Filters through which people perceive their world, as well as how their reactions and behaviours during conflict are based on their values, culture, beliefs, knowledge, experience, gender, and other key variables
  • How to recognize and work with different conflict management styles: passive, aggressive, passive-aggressive, and assertive
  • The Ecological Systems Theory that looks at the Risk and Protective Factors in a person’s micro environment through to their macro environment and all stages in between
  • Learning how to protect yourself and others if there is a physical altercation
  • Dealing with “Negaholics” in your professional and personal life, and how to communicate with them in an assertive manner

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