Global Knowledge

AMA2115: Responding to Conflict: Strategies for Improved Communication

Gain essential conflict management skills so conflict won't manage you!

GK #2572Virtual Classroom LiveClassroom Live

FormatsVirtual Classroom Live · Classroom LiveTopicsBusiness Skills

What you’ll learn

Developing Conflict Awareness
- Conflict vs. disagreement
- The five stages of conflict development
- Barriers to conflict management
Responding to Conflict
- Identify and understand your own conflict behavior
- Active listening skills for conflict management
Different Approaches to Conflict Management
- The five-step conflict map
- The conflict management strategy that is right for you
- Content vs. relationship conflicts
- Why not to ask "Why"?
Conflict Management Strategies
- The four Cs: competence, credibility, care, communication
- How to reinstate trust
- How to become solution-focused not problem-focused
- Moving beyond conflict
- Difficult people vs. difficult behavior
- Asserting yourself
- Coping with resistance
- Saying "no" assertively
Mapping the Conflict
- Conflict management mapping in five steps, from positions to solutions
- Explore a conflict from various viewpoints
- Determine common ground in a conflict
- Generate and implement goal-oriented alternatives
Trust in Minimizing Conflict
- Key conflict management fundamentals for building trust
- How trust is lost and how it's reestablished
- Develop win-win solutions: interests vs. positions
Dealing with Difficult Behavior
- Difficult people vs. difficult behavior
- Two-step process for handling passive and aggressive behaviors
- Create a viable alternative to group conflict
Thunderstorms
- Address your own "thunderstorms" (emotionally explosive tense conflicts)
- Apply appropriate conflict management strategies through role-plays

Upcoming training

Dates and availability are confirmed by Bolt when we follow up. All times are shown in the provider’s stated time zone.

2026-10-27 — 2026-10-289:00 AM - 5:00 PM EDT

Classroom LiveNEW YORK CITY, NY · English

2026-11-16 — 2026-11-17November 16 - 17, 2026

Classroom LiveATLANTA, GA · English

2026-11-17 — 2026-11-1810:00 AM - 6:00 PM EST