Conflict Management and Mediation Course

Introduction

Conflict is a natural part of human interaction, especially in workplaces, communities, and organizations where diverse perspectives, goals, and values intersect. When left unaddressed, unresolved conflicts can harm relationships, reduce productivity, and create toxic environments. However, when managed effectively, conflict can become a catalyst for creativity, improved communication, and stronger collaboration.

Whether you're a team leader, HR professional, manager, or aspiring mediator, this course provides a comprehensive understanding of conflict dynamics, emotional intelligence, communication strategies, and the step-by-step mediation process. You will learn how to identify early signs of conflict, navigate difficult conversations, foster psychological safety, and mediate disputes to reach mutually beneficial outcomes.

This course offers a deep dive into the nature of conflict, helping participants understand its root causes, stages, and the psychological and emotional factors at play. It equips learners with proven conflict resolution models and mediation techniques designed to de-escalate tensions, facilitate constructive dialogue, and build consensus.

Participants will develop essential skills such as active listening, empathy, negotiation, and impartial mediation. The course also explores how to manage different types of conflict—interpersonal, team-based, organizational—and addresses challenges related to power imbalances, cultural differences, and communication barriers.

Through real-world case studies, role plays, and practical exercises, this course empowers you to turn challenging interpersonal situations into opportunities for clarity, collaboration, and positive transformation.

Duration:

5 days

Who should attend?

The course is designed for:

·       Team Leaders and Managers seeking to enhance their ability to manage and resolve workplace conflicts effectively.

·       Human Resources Professionals responsible for employee relations, mediation, and creating a harmonious work environment.

·       Mediators and Conflict Resolution Practitioners aiming to sharpen their practical skills and update their techniques.

·       Project Managers who need to navigate differing opinions and tensions in cross-functional or remote teams.

·       Business Owners and Entrepreneurs looking to foster a positive company culture and handle disputes proactively.

·       Educators, Counselors, and Social Workers involved in mediation and conflict resolution in educational or community settings.

·       Anyone interested in developing interpersonal skills to manage difficult conversations and build stronger relationships.

Course objectives

By the end of the training, participants will:

·       Understand the nature and dynamics of conflict, including common causes, types, and stages.

·       Recognize early signs of conflict and intervene proactively to prevent escalation.

·       Apply effective communication techniques, such as active listening and empathy, to facilitate dialogue.

·       Use structured mediation frameworks to guide disputing parties toward mutually agreeable solutions.

·       Manage difficult conversations and emotions constructively in high-stress situations.

·       Address power imbalances and cultural differences to ensure fairness in conflict resolution.

·       Develop customized conflict resolution strategies suitable for various organizational contexts.

·       Promote a culture of psychological safety and trust to reduce recurring conflicts.

·       Evaluate outcomes of mediation efforts and implement follow-up actions to sustain agreements.

·       Enhance negotiation and problem-solving skills to build collaborative and resilient teams.

Course content

Module 1: Introduction to Conflict Management

• Understanding conflict: definitions and types
• Causes and sources of conflict in workplaces and communities
• Positive vs. negative conflict
• Impact of unresolved conflict

Module 2: The Psychology of Conflict

• Emotional triggers and cognitive biases
• Stress and conflict behavior
• Understanding different conflict styles (e.g., avoidance, competition, collaboration)

Module 3: Communication Skills for Conflict Resolution

• Active listening and questioning techniques
• Non-verbal communication cues
• Managing emotions and demonstrating empathy
• Techniques for difficult conversations

Module 4: Conflict Resolution Models and Frameworks

• Overview of conflict resolution approaches (interest-based, principled negotiation)
• The Thomas-Kilmann Conflict Mode Instrument (TKI)
• Interest-Based Relational (IBR) approach
• Choosing the right strategy for different conflicts

Module 5: Mediation Fundamentals

• Role and responsibilities of a mediator
• Mediation process and stages
• Ethics and neutrality in mediation
• Setting ground rules and confidentiality

Module 6: Practical Mediation Skills

• Opening statements and framing issues
• Facilitating dialogue and managing power dynamics
• Generating options and negotiating agreements
• Writing and closing agreements

Module 7: Managing Difficult Conflicts and Parties

• Handling high-conflict personalities
• De-escalation techniques
• Managing cultural and diversity issues in mediation
• Conflict in remote and virtual teams

Module 8: Implementing Conflict Management Systems

• Developing conflict resolution policies and procedures
• Training and empowering internal mediators
• Measuring effectiveness of conflict management initiatives
• Creating a culture of constructive conflict

Module 9: Crisis and Conflict Leadership

• Leading through organizational crises
• Conflict prevention and early intervention strategies
• Building resilience and trust in teams

Module 10: Case Studies

• Applying learned skills to real-world scenarios
• Role-play mediation exercises
• Developing a conflict management plan for your organization

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: training@upskilldevelopment.com Tel: +254 721 331 808

Training Venue

The training will be held at our Upskill Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Upskill certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: training@upskilldevelopment.com, +254 721 331 808

Terms of Payment: 

Unless otherwise agreed between the two parties payment of the course fee should be done 3 working days before commencement of the training so as to enable us to prepare better.

Online/ On-site (Nairobi, Kenya) Training Schedule