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Quick Look Course Summary:Developing your Interpersonal Skills to Effectively Resolve Conflict (2 days)
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Next Public Course Date:
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Length: 2 day(s)
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Price (at your venue): 1 Person R 10,326 EX VAT 3 Person R 7,594 EX VAT 10 Person R 5,537 EX VAT
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Certification Type:Non-Accredited
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Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.
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Developing your Interpersonal Skills to Effectively Resolve Conflict (2 days)
People who communicate well enough to keep disagreements small – and who can resolve conflict calmly when it does arise.
Most workplace conflict starts as a communication problem: a remark taken the wrong way, a request that sounded like an order, a disagreement nobody raised until it boiled over. Many people avoid conflict because they do not trust themselves to handle the emotions involved. This two-day course builds the interpersonal skills first and then uses them as the foundation for practical conflict resolution skills.
Day one works on how delegates listen, ask questions, use body language, influence others and disagree without causing offence. Day two applies those skills to conflict: understanding why conflict happens in a diverse South African workplace, separating the feelings from the actual problem, recognising your own conflict style, and following a clear process from a calm first conversation to an agreed solution.
Delegates practise with realistic workplace scenarios in pairs and small groups, receive feedback from the facilitator and leave with a personal plan for a working relationship they want to improve.
Why this course
For your organisation
- Disagreements dealt with early, before they reach HR or a formal grievance
- Better working relationships within and between teams
- Supervisors who address tension instead of avoiding it
- A shared, practical process for resolving conflict across the organisation
For your delegates
- Listening and questioning skills you can use in every conversation
- Confidence to state your view and disagree respectfully
- A clear step-by-step process for resolving a conflict
- Practice on realistic scenarios, with feedback
What delegates will be able to do
- Listen actively and ask questions that uncover what the other person means
- Recognise the signals sent by body language and tone, and manage their own
- Influence colleagues using a balance of facts and empathy
- Express a different opinion with I-messages and build consensus
- Describe common types and causes of conflict in the workplace
- Separate the emotions in a conflict from the underlying problem
- Identify their own conflict style and choose a better one for the situation
- Work through a conflict from a calm opening to an agreed action plan
Who should attend
Supervisors, team leaders and managers who lead teams, and any employee who works closely with colleagues, customers or other departments and wants to handle disagreement with more confidence. Particularly useful for people moving into their first leadership role.
Course outline
Day 1 – Interpersonal skills
Listening and speaking with intent
- Why hearing is not the same as listening
- Open, closed and probing questions
- Asking for examples, clarity and detail
- Summarising to check understanding
- Speaking clearly and with authority
Non-verbal communication
- Body language, facial expression and gestures
- Tone of voice: when how you say it outweighs what you say
- Reading the signals of others without jumping to conclusions
- Cultural differences in a diverse workplace
Conversations that build relationships
- Moving from small talk to real conversation
- Introductions and remembering names
- First impressions and reading a situation
- Showing enthusiasm without overwhelming people
Influencing others
- Understanding the other person's point of view
- Finding a bridge between two positions
- Combining facts and empathy to persuade
- Conceding a point without abandoning your position
Disagreeing constructively
- I-messages instead of blame
- Stating an opinion without attacking the person
- Building consensus in a group
- Negotiation basics: prepare, open, bargain and close
Day 2 – Resolving conflict
Understanding conflict at work
- Common types of conflict in South African workplaces
- Why conflict happens: roles, resources, values, change and personality
- The role players involved and how conflict spreads
- Feelings versus the actual problem
- How you react under pressure and why it matters
Conflict styles
- The Thomas-Kilmann model: collaborating, competing, compromising, accommodating and avoiding
- Self-assessment: your default style
- Choosing the style that fits the situation
Setting up a productive conversation
- Calming emotions – yours and theirs
- Agreeing ground rules
- Choosing the right time and place
- Techniques for managing stress and anger in the moment
Building mutual understanding
- What I need, what they need and what we both need
- Finding common ground
- Rebuilding goodwill after a difficult exchange
From root cause to agreed solution
- Getting to the real cause with a cause-and-effect diagram
- Generating options before judging them
- Setting criteria and choosing a solution together
- Agreeing an action plan and following up
- A quick version of the process for everyday disagreements
Practice and action plan
- Role plays based on real workplace situations
- Observer and facilitator feedback
- Personal action plan for a relationship you want to improve
How it is delivered
Two days, 08:30-16:00. In person at your offices anywhere in South Africa, at a BOTI venue, or live online. One delegate or a group of up to 20; scenarios tailored to your workplace on request. Workbook, self-assessments and a personal action plan included. We deliver it at your offices in Johannesburg, Pretoria, Durban, Cape Town and anywhere else in South Africa, at a BOTI venue in Johannesburg, or live online for teams in different places.
What our clients say
“We were particularly impressed by the quality of facilitation and the practical relevance of the content presented. The programme was delivered with professionalism, clarity, and a strong emphasis on real-world application”
“They were very professional, and they never failed us at any point during the process. They have met our expectations with both trainings.”
“BOTi has consistently and expertly delivered quality training services in respect of our Soft Skills requirements. We feel confident in recommending BOTI as a training services provider par excellence.”
Frequently asked questions
Can you run this course at our offices?
Yes. Most groups are trained at the client's premises anywhere in South Africa; we can also host it at a BOTI venue or deliver it live online.
How many people can attend?
From one delegate to groups of about 20. Role plays work best with at least six delegates.
Is it accredited?
No – it is a non-accredited short course and delegates receive a BOTI certificate of attendance.
Can the scenarios reflect our own workplace?
Yes. Share two or three typical situations with us before the course and the facilitator builds them into the role plays.
How is this different from the Interpersonal Skills Course?
The one-day Interpersonal Skills Course covers communication and relationship skills only. This two-day course adds a full day on resolving conflict using those skills.
Can you run this course in Johannesburg, Cape Town or Durban?
Yes. We train on site at your offices in Johannesburg, Pretoria, Durban, Cape Town and across South Africa, at a BOTI venue in Johannesburg, or live online so a team spread over several offices can attend together.