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Responding to Conflict: Strategies for Improved Communication

Conflict in business is all too familiar—particularly under increased business pressures. Still, most of us lack basic conflict management skills. Rather than react to conflict on a purely emotional level, you can learn how to manage disputes and disagreements in a positive manner, or even avoid them altogether. This conflict management training will show you how to recognize the causes of interpersonal conflict. It emphasizes skills to help you critically evaluate conflict situations and then choose the appropriate strategies and tools to manage and/or resolve these conflicts. You’ll develop greater awareness of your emotional triggers and how to control them. In addition, you will learn how to continually action-plan around the implementation of your new skills.  

Seminar Number: 02115

5
(319 reviews)
  • In-Person
  • Live Online
  • At Your Company Location

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Home>Course Topic>Communication Skills>Responding to Conflict: Strategies for Improved Communication

About This Course

Conflict at work is unavoidable, but how you handle it determines whether it leads to a breakdown or a breakthrough. This course provides actionable strategies for how to respond to conflict in a way that preserves relationships and focuses on solutions, not blame. You'll learn to understand different responses to conflict and develop an action plan for conflict resolution that turns difficult conversations into productive outcomes. You’ll leave with the confidence to navigate workplace disagreements and use that friction constructively.

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Who Should Attend

Business professionals who want to expand their conflict management skills, understand their own emotions and behaviors when addressing conflict, and find productive ways to manage conflict

  •   In-Person2 Day(s)
    12 CAE, 1.2 CEU, 12 CLP, 14 CPE, 12 PDCs, 12 PDU, 12 PHR, 12 PMU, 12 SPHR
  •   Live Online2 Day(s)
    12 CAE, 1.2 CEU, 12 CLP, 14 CPE, 12 PDCs, 12 PDU, 12 PHR, 12 PMU, 12 SPHR
 
 

Conflict in business is all too familiar—particularly under increased business pressures. Still, most of us lack basic conflict management skills. Rather than react to conflict on a purely emotional level, you can learn how to manage disputes and disagreements in a positive manner, or even avoid them altogether. This conflict management training will show you how to recognize the causes of interpersonal conflict. It emphasizes skills to help you critically evaluate conflict situations and then choose the appropriate strategies and tools to manage and/or resolve these conflicts. You’ll develop greater awareness of your emotional triggers and how to control them. In addition, you will learn how to continually action-plan around the implementation of your new skills.

 

  • Recognize the underlying causes of conflict 
  • Map conflict using a five-step approach 
  • Identify ways to develop flexible responses to personal and professional conflicts 
  • Practice applying models, techniques and strategies to manage your interpersonal communication behaviors in conflict situations 
  • Implement strategies to improve your communication and effectively respond to conflict

Developing Conflict Awareness

  • Recognizing the difference between disagreement and conflict 
  • Understanding the five levels of a conflict 
  • Exploring barriers to conflict management and resolution

Responding to Conflict 

  • Identifying your own feelings and actions in response to conflict 
  • Applying the P-U-R-R Model to demonstrate understanding
  • Utilizing the validating process 
  • Distinguishing between listening for thoughts and listening for feelings

The Role of Trust in Minimizing Conflict

  • Describing the 4 Cs as the cornerstones of building trust 
  • Knowing how trust is lost and regained, and how transparency validates trust 
  • Identifying interests behind positions

Conflict Strategies

  • Identifying your preferred strategies for responding to conflict 
  • Understanding the five conflict strategies 
  • Exploring appropriate strategies to minimize/manage conflict

Moving Beyond Conflict

  • Knowing why relationship conflict and content conflict should be handled differently 
  • Turning potential disagreements into discussion by applying the Model to Disagree 
  • Identifying and practicing assertiveness tools and strategies 
  • Detoxifying emotional statements and devising alternative ways to express the message

Dealing with Difficult Behavior

  • Explaining the difference between difficult people and difficult behavior
  • Understanding how to handle passive behavior 
  • Developing a strategy for handling passive or aggressive behavior

Mapping the Conflict

  • Mapping a conflict using a 5-step approach 
  • Exploring a given conflict from various "viewing points" 
  • Separating interests from positions in a specific conflict 
  • Selecting a conflict strategy appropriate to addressing a specific goal 
  • Implementing a chosen conflict strategy

Thunderstorms

  • Applying skills to address emotionally tense conflicts (called Thunderstorms) 
  • Using skills to address an intra-group conflict case study 
  • Planning for future development to effectively respond to conflict

Learning Objectives

  • Identify Underlying Causes of Conflict
  • Determine Approaches That Provide Flexible Responses to Personal and Professional Conflicts
  • Practice Various Models, Techniques, Strategies, and Approaches to Manage Your Interpersonal Communication Behaviors in Conflict Situations
  • Implement Flexible Strategies to Improve Your Communication and to Effectively Respond to Conflict

Developing Conflict Awareness

  • Define Conflict
  • Explain the Difference Between Disagreement and Conflict
  • Describe the Five Levels of a Conflict
  • Cite Possible Barriers to Managing and Resolving Conflict

Responding to Conflict

  • Assess Your Own Personal Feelings and Actions in Response to Conflict
  • Apply the P-U-R-R Model to Demonstrate Understanding and Application
  • Describe the Use of Validating in a Conflict Situation
  • Distinguish Between Listening for Thoughts and Listening for Feelings in a Conversation
  • Explain Why Meaning Often Comes from the Context of the Relationship Rather than the Words Used

Strategies for Responding to Conflict

  • Recognize Your Preferred Strategy or Strategies for Responding to Conflict
  • Identify the Five Conflict Strategies
  • Analyze Examples and Recommend Appropriate Strategies to Minimize or Manage Conflict

The Role of Trust in Minimizing Conflict

  • Describe the Four “Cs” as the Cornerstones of Building Trust
  • Explain How Trust Is Lost and Regained, and How Transparency Validates Trust
  • Identify the Interests That Underlie a Person’s Positions

Moving Beyond Conflict

  • Describe How Relationship Conflict and Content Conflict Should Be Handled Differently
  • Demonstrate How to Turn Potential Disagreements into Discussion By Applying the Model to Disagree
  • Identify and Practice Assertiveness Tools and Strategies
  • Detoxify Emotional Statements by Framing Alternative Ways to Express the Message Behind the Emotional Statement

Dealing with Difficult Behavior

  • Explain the Difference Between Difficult People and Difficult Behavior
  • Recognize the Steps for Effectively Minimizing “People Problems”
  • Describe the Best Strategies for Handling Passive or Aggressive Behavior

Mapping the Conflict

  • Map a Conflict Using a Five-Step Approach
  • Explore a Given Conflict from Various “Viewing Points”
  • Separate Interests from Positions in a Specific Conflict
  • Select a Conflict Strategy Appropriate to Address a Specific Goal
  • Demonstrate the Implementation of the Chosen Conflict Strategy

Resolving Conflict Situations

  • Apply a Combination of Skills, Techniques, and Ideas Presented Throughout This Seminar to a Conflict Situation (Called a “Thunderstorm”)
  • Demonstrate the Application of Appropriate Conflict Strategies to Address the “Thunderstorm”

Download Extended Seminar Outline PDF

View a Sample of Our Reviews

5

319 reviews

 
I learnt several new techniques and strategies to manage conflict that I was not even aware of.
5
Sandhya B.
 
TEAM LEAD
 
Industry: Business Services, Research & Development
Great Class. I avoid dealing with conflict, but after taking this course, i have confidence on how to deal with conflict and will know what methods and techniques I can use to handle the situation.
5
Maryanne P.
 
Business Analyst Manager
 
Industry: Insurance
Outstanding trainer. Excellent overall knowledge, moved class along, imparted his strong experience. I like how he controlled the training to make sure discussions were about the topic and how he kept everyone engaged.
5
Marcos V.
 
FABRICATION SUPERVISOR
 
Industry: Business Services, Software & Tech
This was a great course. The instructor Jean was wonderful, and always had good insight to share. We also had a great group! Came away with great tools to use going forward.
5
Taryn D.
 
System Administrator
 
Industry: Manufacturing
The facilitator was excellent and did a good job of keeping all participants engaged. Additionally, many tools for responding to conflict were offered and the material was thoughtfully assembled. The interactive structure of the training, including the break-out rooms provided for practice sessions that help prepare for real-life experiences.
5
Lynette T.
 
Senior Associate
 
Industry: Business Management Consulting

This course is valid for 12 PMUs.

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HRCI. The use of this seal confirms that this activity has met HR Certification Institute’s® (HRCI®) criteria for recertification credit pre-approval.

AMA is recognized by SHRM to offer Professional Development Credits (12 PDCs) for the SHRM-CPSM or SHRM-SCPSM.

Talent Triangle PDUs
12 Power Skills [PS]
Project Management Institute (PMI) Talent Triangle, 2015.
Reproduced with the permission of PMI. Copyright and all rights reserved

American Management Association is accredited by the International Accreditors for Continuing Education and Training (IACET) and is accredited to issue the IACET CEU.

American Management Association is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.nasbaregistry.org. For additional information or for more information regarding administrative policies such as complaints and refunds, please contact Customer Service at 800-262-9699.

Recommended CPE Credit: 14 hours/Basic
Prerequisites: None
Advance Preparation: Online pre-and post-assessment
Delivery Method: Group Live/Group Internet Based
Field of Study: Non-technical - Communication & Marketing

In-Person Schedule

7 Sessions Available

Live Online Schedule

8 Sessions Available

  • $2,895.00 Non Members
  • $2,595.00 AMA Members
  • $2,567.00 GSA
Date Duration State City Zip
  2026-05-11 2026-05-12 May 11, 2026 - May 12, 2026 2 Days TX Dallas 75202 Dallas Register Now

  2026-06-11 2026-06-12 Jun 11, 2026 - Jun 12, 2026 2 Days NY New York 10019 New York Register Now

  2026-07-14 2026-07-15 Jul 14, 2026 - Jul 15, 2026 2 Days IL Chicago 60601-5927 Chicago Register Now

  2026-09-09 2026-09-10 Sep 9, 2026 - Sep 10, 2026 2 Days TX Houston 77001 Houston Register Now

  2026-10-27 2026-10-28 Oct 27, 2026 - Oct 28, 2026 2 Days NY New York 10019 New York Register Now

  2026-11-16 2026-11-17 Nov 16, 2026 - Nov 17, 2026 2 Days GA Atlanta 30309-7705 Atlanta Register Now

  2026-12-14 2026-12-15 Dec 14, 2026 - Dec 15, 2026 2 Days DC Arlington/Washington 22202-4807 Arlington/Washington Register Now

Frequently Asked Questions

How do you respond to conflict at work without making the situation worse?

Responding to conflict effectively starts with listening, staying calm and focusing on the issue rather than the person. This course teaches practical techniques for responding to conflict constructively, so conversations lead to solutions instead of escalating tension.

What are the most effective responses to conflict in the workplace?

The most effective responses to conflict involve clear communication, understanding different perspectives and addressing the root cause of disagreement. In this program, you'll learn structured approaches for resolving misunderstandings and turning conflict into productive dialogue.

What will I learn in this conflict resolution communication course?

Participants develop practical communication skills for handling workplace disagreements, including active listening, managing emotional reactions, reframing difficult conversations and creating actionable solutions when conflict arises.

Who should attend this conflict management training?

This course is ideal for managers, team leaders, HR professionals and employees who regularly navigate challenging conversations. Anyone responsible for maintaining collaboration and improving workplace communication can benefit from these conflict resolution strategies.

Why do some conflicts escalate while others get resolved quickly?

Conflict often escalates when emotions override communication. This training explores common workplace conflict patterns and teaches techniques that help professionals recognize triggers and respond more effectively.

Can conflict actually improve team performance?

Yes. When handled properly, conflict can surface new ideas, clarify expectations and strengthen relationships. Learning the right strategies for responding to conflict allows teams to address issues early and maintain productive working relationships.

Can this conflict resolution course be delivered in-house to help teams handle conflict more effectively?

Yes. This course can be delivered at your company, in person or live online, for professionals at all levels. Delivery can be tailored to your organization’s workplace challenges and communication dynamics, helping participants respond to conflict constructively and maintain productive working relationships. To explore options, please contact us for more information.
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