[M565] Conflict Resolution Management


Conflict Resolution Management  (1-day Training)

Conflict resolution management is the process by which disputes are resolved, and managing conflict well can help find better solutions to relationship issues.  This course helps you to understand the conflicts, resolution process, main approaches, and how learn how to develop communication tools and apply with essential techniques and skills in the conflict resolution management. 


Learning objectives

  • Gain a thorough understanding of the sources, causes and types of conflict

  • Master phases of the conflict resolution process

  • Understand the main approaches and learn to apply approaches to conflict resolution

  • Understand observable skills to recognize and prevent conflict before it escalates

  • Develop communication tools such as agreement frames and open questions

  • Learn practical anger and stress management techniques


Course outline

Module A: Understanding Your Response to Conflict

  • What is a conflict?

  • Examine dimensions of perceptual conceptual conflict

  • The Thomas-Kilmann Conflict Mode Instrument

Module B: What makes up conflict? Workplace Conflict Analysis

  • Sources of conflict

  • Understand conflict created by management

  • Observable conflict overview

Module C: Resolving Conflict Between Others and With Your Involvement

  • Learn how to use step-by-step approach in the workplace conflict resolution proces s

  • Set specific next planning steps for managing conflict situations more effectively in workplace

  • Technique to manage stress and anger

  • Develop communication tools to surface the root of conflict

  • Implementing agreement

Module D: Implementing Agreements and Conflict Management for Organization

  • Create conflict management system in organization

  • Advocate a conflict-positive culture in private organization


Course Design and Focus

  • Content relevance by slide and video presentation 

    • Understanding conflict and how people response to conflict

    • Work conflicts & effective conflict resolution management

    • Workplace conflict analysis & resolution proces

  • Interaction and reflection

  • Case Scenario Discussion

  • Further reading


  • Trainer’s briefings and facilitations

  • Reflective and sharing

  • Group discussion and presentation


Certificate of attendance

  • Certificate of Attendance will be issued to participants who have attended more than 90% of the enrolled course hours

  • To provide a more comprehensive certificate service, please fill in the participant's name according to the identification document (as standard) when submitting the application form


Trainer: Dr. Helen Chau


Should you have any questions, please contact Ms. Joanne Chan during office hour. 

Tel: (852) 2202-9330                    Email:

Office Hour: 9 a.m. to 6 p.m. (Monday to Friday, excluding public holidays)


備注: “HKQAA reserves the right to cancel the course, change the trainer, content, date, time and / or venue as necessary. Please read the terms and conditions at the bottom of this page before enrolment.” Course time : 09:30 - 17:00 Early bird discount fee : settle fee one month before the course. No Group discount.





课程费用 (提早报名)


M565C/HK-03A 11 March 2024 1 day 1800 1620 粤语 - 辅以英文讲义 HKQAA 网上平台

申请 条款及条件



最后更新:2023-12-05    免责声明
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