Workplace Conflict Manager and Resolution Skills

Conflict is inevitable in any workplace , but when it is left unmanaged it can erode morale, reduce productivity and increase turnover. In Nigeria’s diverse business environment, cultural and regional differences can add further complexity to interpersonal dynamics.

This programme equips managers, HR partners and team members with mindset, tools and techniques to identify, address and resolve conflict early, turning dispute into opportunities for stronger collaboration and performance.

• Understanding Conflict types of conflicts, the conflict-escalation curve and the business of unresolved issues.
• Diagnostic Framework a simple “Situation-Impact-Feelings-Needs”(SIFN) model for clarifying the core of a dispute.
• Communication Skills active listening, reflective statements, non-verbal cues and assertive expression.
• Facilitation Techniques structuring a mediation session, managing emotions, and guiding parties toward joint solutions.
• Problem-Solving & Negotiation interest-based bargaining, win-win outcomes and agreement-testing.
• Organizational Process designing a lightweight conflict-resolution workflow, documentation and escalation pathways.
• Sustaining Change monitoring resolution outcomes, feedback loops and embedding a culture of open dialogue.

• Line Managers and Team Leaders who manage day-to-day employee interactions.
• Human-resources business partners and employee-relations officers.
• Senior Supervisors and Project Leads who frequently mediate between stakeholders.
• Any employee who wants to improve their ability to handle disagreements in the workplace.

By the end of this Training, participants will be able to:

• Recognise the signs of emerging conflict and understand the underlying causes.
• Apply a structured model for diagnosing the nature and impact of conflict.
• Use effective communication techniques active listening, empathy and assertive dialogue – to de-escalate situations.
• Facilitate constructive problem solving sessions that generate mutually acceptable solutions.
• Design and implement a simple conflict resolution process that aligns with organizational policy.
• Monitor the effectiveness of resolution actions and embed continuous improvement.

• Participants will be able to intervene early, reducing escalation of disputes and associated costs.
• Improved communication and mediation skills lead to higher employee engagement and lower turnover.
• A clear, repeatable conflict-resolution process supports consistent and fair handling of grievances.
• Teams develop a shared language for addressing tension, fostering a collaborative work environment.
• The tool kit – conflict-diagnosis worksheet, mediation checklist and follow-up template – can be rolled out immediately.

DATE:

CGFL06,Ground Floor Cancer Block, Eleganza Building 1, Commercial Road, Apapa Lagos.