Resolving conflict

As with all our courses this is just an example of what we might cover. We facilitate different variations depending on your objectives and the target group’s experiences – this includes interactive virtual and onsite options.


To improve co-operation and results by resolving conflicts

This results in:

  • Resolving conflicts constructively and adapting your personal style to the situation and the other person
  • Facing and handling conflicts assertively, and with greater confidence
  • Developing flexibility in dealing with different characters and being aware of how others perceive your “type”
  • Clarity around own conflict handling style and impact
  • Awareness of which conflict handling style is most effective in which situation

The course focuses on:

  • Participant’s real life cases: analysing challenges
  • Why and how conflict can be beneficial
  • Your current conflict handling style (Thomas –Kilman Analysis)
  • Which real life situation requires which style – your way forward
  • Psychology of communication: perception, active listening, empathy, question techniques
  • Making feedback acceptable, non-violent communication (M. B. Rosenberg)
  • Assertiveness: personal status, impact, relevant methods
  • Understanding your own personality better: Using DISC behavioural typology
  • Potential challenges with other personalities in professional life
  • Concrete conclusions for dealing with different personalities in conflict situations
  • Structured preparation and practice of a real life conflict discussion (Zaiss + Gordon)
  • Avoiding the drama-triangle in conflict situations
  • When professional help is needed (escalation steps Friedrich Glasl)
  • Practising different real life situations and discussing alternative approaches, DISC tendency, ideas for solutions, role play, (video analysis), feedback, tips


  • DISC profile
  • Pre-course questionnaire
  • Working with participants’ real life cases
  • Thomas-Kilman conflict mode analysis + cross-check with real life situations
  • Experiential activities
  • Structured approaches for preparation and discussions (e.g. Zaiss + Gordon)
  • Role-plays + video feedback (depending on number of participants)
  • Structured discussion of challenging cases
  • Personal action plan
  • Follow-up discussion with own manager and/or coaching partner

Length of Course:

2 days