Conflict Management
Training Objectives
Outcomes for the participant and organisation
Participants learn to:
Recognize and consciously manage personal stress responses in conflict situations (fight, flight, freeze, fawn).
Use a 4-step conflict conversation model in everyday teamwork and professional interactions.
Choose the appropriate intervention method (negotiation, mediation, arbitration) depending on the conflict stage and context.
Apply interest-based negotiation principles (Harvard Method), including effective use of BATNA.
Identify manipulation tactics and respond with calm, assertive boundary-setting.
Communicate more effectively: listen actively, express needs clearly, and set healthy boundaries.
Strengthen emotional resilience in challenging or high-conflict situations.
Participants gain knowledge on:
How the brain reacts to conflict – the role of the amygdala and the four automatic survival responses: fight, flight, freeze and fawn.
The stages of conflict escalation (Glasl’s Model) – how conflicts evolve from tension to confrontation, and when early intervention is still possible.
Key sources of conflict in the workplace – such as conflicting goals, unclear roles, communication issues, and limited resources.
The 4-step model for constructive conflict conversations – a structured approach based on facts, needs, listening, and collaboration.
Differences between negotiation, mediation, and arbitration – and how to choose the right method depending on the situation.
Principles of interest-based negotiation (Harvard Method) – including separating people from the problem, focusing on interests and using BATNA.
Common manipulation tactics and how to recognize them – both verbal and non-verbal, including emotional pressure and misleading persuasion.
After completing the training, the participant is qualified to:
Manage conflict constructively in team environments.
Apply the Harvard negotiation framework in practice.
Act as an internal mediator in low-to-mid escalation conflicts.
Recognize and resist manipulative behaviors.
Communicate assertively and maintain professional boundaries.
Who is it for?
This program is designed for:
- Mid- and senior-level managers
- Team leaders and project managers
- Junior and senior specialists
- Members of interdisciplinary and project teams
- HR Business Partners and HR department staff
Training programme
Module 1:
How the Brain Reacts in Conflict
Understanding the neurobiological stress response: Fight, Flight, Freeze, and Fawn.
Module 2:
The Three Levels of Conflict Escalation (Glasl’s Model)
From win-win to lose-lose – how conflicts grow and what signals to watch for.
Module 3:
The 4-Step Conflict Resolution Model
A simple and effective structure for holding difficult conversations and reaching agreements.
Module 4:
Handling Difficult Conflicts
Mediation, negotiation, and arbitration – key differences and when to use each.
Module 5:
The Harvard Negotiation Method – “Getting to Yes” in Conflict Situations
Learn how to resolve conflicts by focusing on shared interests instead of positions. Discover how to separate people from the problem, apply objective criteria, and use BATNA to reach constructive, lasting agreements – even in emotionally charged situations.
Module 6:
Recognizing and Managing Manipulation in conflict
How to spot manipulation and protect your boundaries with calm, assertive communication.
Training Methods and Practical Exercises:
The sessions will be delivered using interactive and experiential learning methods, enabling participants to develop skills through practice and reflection. The following training techniques will be applied:
• Discussions – both trainer-led and peer-driven conversations that encourage deeper reflection, confrontation of perspectives, and collective problem-solving.
• Practical exercises – focused on performing targeted tasks designed to enhance specific interpersonal skills and increase individual effectiveness in real-life situations.
• Case and scenario analysis – based on real or fictional events that participants first explore at a surface level, then investigate more deeply to identify causes, consequences, and possible solutions.
• Simulations – recreating realistic tasks and team dynamics under near-authentic conditions to help participants test new approaches in a safe environment.
• Role-playing – allowing participants to step into various professional roles and receive structured feedback to improve communication, self-awareness, and conflict resolution strategies.
• Questionnaires and self-assessment tools – helping participants identify their typical patterns, behaviors, and preferences in communication and conflict situations.
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Conflict Management
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