Curriculum
- 5 Sections
- 39 Lessons
- 10 Weeks
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- Day 1 – Understanding Conflict & Resolution Models8
- 1.1Nature of workplace conflict
- 1.2Types of conflict (task, relationship, process)
- 1.3Thomas Kilmann Conflict Model
- 1.4Identifying root causes of conflict
- 1.5Choosing the right resolution strategy
- 1.6Workshop: Conflict type identification
- 1.7Exercise: Analyse real workplace conflict scenarios
- 1.8Case Study: Team conflict caused by miscommunication
- Day 2 – Communication & Emotional Intelligence in Conflict8
- 2.1Role of communication in conflict
- 2.2Emotional triggers & reactions
- 2.3Using emotional intelligence to de escalate tension
- 2.4Active listening & empathy
- 2.5Maintaining professionalism under pressure
- 2.6Workshop: EQ based conflict resolution practice
- 2.7Simulation: Handling an emotionally charged conversation
- 2.8Case Study: Customer escalation due to poor conflict handling
- Day 3 – Negotiation Fundamentals & Win Win Strategies8
- 3.1Interest based negotiation
- 3.2Win win negotiation frameworks
- 3.3Understanding BATNA (Best Alternative to Negotiated Agreement)
- 3.4Preparing for negotiation
- 3.5Managing objections & resistance
- 3.6Workshop: Negotiation role play
- 3.7Exercise: Build a negotiation preparation plan
- 3.8Case Study: Negotiation failure leading to project delay
- Day 4 – Influence, Persuasion & Stakeholder Alignment8
- 4.1Influence without authority
- 4.2Persuasion techniques (logic, emotion, credibility)
- 4.3Building trust & rapport
- 4.4Stakeholder mapping & alignment
- 4.5Communicating for influence
- 4.6Workshop: Influence & persuasion practice
- 4.7Exercise: Stakeholder alignment planning
- 4.8Case Study: Departmental disagreement affecting operations
- Day 5 – Difficult Conversations & Full Conflict Simulation7
- 5.1Preparing for difficult conversations
- 5.2Structuring professional dialogue
- 5.3Managing defensiveness & resistance
- 5.4Maintaining control & emotional balance
- 5.5Closing conversations with clarity
- 5.6Final Simulation: Full conflict resolution & negotiation scenario
- 5.7Presentation: Personal conflict management improvement plan