Conflict Management Mastery™
Conflict Management Course Features
SUBJECT
Conflict Management
DURATION
2 Days
CERTIFICATION
ILM-Recognised
TRAINER
Nicholas C. Hill FCMI FIoL FIC
PARTICIPANTS
Leaders and Managers
DELIVERY
Open Scheduled • 1-2-1 • In-House Tailored
FORMAT
Classroom • Virtual Classroom • Hybrid
MATERIALS
Hard Copy Workbooks • Digital Workbooks
Instructor-Led Conflict Management Training
Master Trainer Nicholas Hill
Nicholas C. Hill FCMI FIoL FIC is a seasoned master trainer and the creator of 68 ILM-Recognised courses. His training is high-impact and results-driven, presented in classroom and virtual classroom formats. Since 1996, he has delivered training for over 700 organisations, leading to team improvements of up to 234% in performance, 136% in efficiency, and 104% in productivity.
Conflict Management Course Summary
Module 1
Conflict Differentiation
Module 2
Situational Conflict
Module 3
Power Conflict
Module 4
Personality Conflict
Module 5
Conflict Prevention
Module 6
Digital Conflict
Module 7
Cultural Conflict
Module 8
Conflict Mediation
Participant Challenges
You face repeated conflicts between colleagues and departments that distract your leadership focus and drain team morale. Unresolved friction festers into hostility, and you often intervene too late, after relationships have deteriorated. You hesitate to step in when power dynamics or personalities are involved, fearing you'll worsen the situation or lose authority. Emotional reactions, cultural sensitivities, and misunderstandings in digital communication escalate quickly, leading to further conflict. You second-guess how to prevent issues before they surface and struggle to remain neutral when conflict turns personal or political. The weight of ongoing disruptions undermines your ability to lead effectively. Act now or risk damaging team cohesion, losing key talent, and derailing long-term organisational progress.
Course Objectives
Designed and delivered by Nicholas Hill Academy Ltd, this course equips you to confidently resolve disruptive tensions, navigate difficult personalities calmly, and manage digital or cultural clashes without escalation. You develop sharper insight into how conflict arises and gain the clarity to address it early with diplomacy and fairness. By managing power dynamics, role ambiguity, and personality clashes more skillfully, you strengthen trust and collaboration across your team. You enhance your ability to reframe disputes constructively, mediate with impartiality, and use language that de-escalates emotionally charged situations. Long term, you protect and improve organisational productivity, boost morale, and build a healthier culture that attracts and retains high performers.
Day One
Decoding and Recognising Team Conflict™
Module 1: Conflict Differentiation
Outcomes
• Recognise the various levels of conflict, including disputes, disagreements, and arguments • Steer heated arguments into healthy debates that appreciate differing points of view • Discover how unresolved conflicts compound over time, leading to all-out war
Syllabus
Conflict Hierarchy, Dispute Dynamics, Argument Characteristics, Disagreement Features, Conflict Levels, Conflict Intensity, Conflict Escalation, Conflict De-Escalation, Conflict Triggers, Conflict Manifestations, Hostility Development, Open Conflict, Latent Conflict
Module 2: Situational Conflict
Outcomes
• Explore the various contexts in which conflict can occur and then master the relevant ones • Manage inter-team and intra-team conflict to improve productivity through collaboration • Manage conflicts with partners, departmental managers, investors, and customers
Syllabus
Leadership Conflict, Inter-Team Conflict, Intra-Team Conflict, Organisational Change, Role Ambiguity, Resource Allocation, Power Struggles, Cultural Differences, Performance Issues, Workplace Bullying, Customer Complaints, Supplier Disagreements, Remote Conflict
Module 3: Power Conflict
Outcomes
• Identify power struggles in team settings to restore balance and prevent manipulation • Decode formal and informal influence patterns to avoid triggering defensiveness • Navigate status-based tension to uphold authority while promoting cooperation
Syllabus
Power Dynamics, Authority Gradient, Informal Influence, Formal Authority, Political Behaviour, Status Hierarchies, Positional Power, Organisational Justice, Legitimate Power, Coercive Power, Perceived Inequity, Reward Systems, Defensive Routines, Referent Power
Module 4: Personality Conflict
Outcomes
• Recognise habitual behavioural clashes to adjust your style and reduce repeated friction • Adapt to conflicting temperaments swiftly to manage tension and maintain working harmony • Diagnose underlying personality patterns to prevent misunderstandings and team division
Syllabus
Personality Clashes, Behavioural Tendencies, Emotional Reactivity, Communication Styles, Interpersonal Style, Perceived Incompatibility, Temperament Typology, Trait Theory, Attribution Bias, Cognitive Dissonance, Defensive Communication, Locus of Control
Day Two
Preventing and Managing Team Conflict™
Module 5: Conflict Prevention
Outcomes
• Recognise the early signs of conflict and nip them in the bud before they escalate • Learn the principles of tact and diplomacy for handling sensitive and personal matters • Identify the phrases that trigger conflict and then rephrase them for better responses
Syllabus
Warning Signs, Conflict Risk Factors, Trigger Phrases, Active Listening, Proactive Communication, Trust Building, Diplomacy Techniques, Conflict Mitigation, Cultural Sensitivity, Clear Expectations, Collaborative Problem-Solving, Workplace Boundaries
Module 6: Digital Conflict
Outcomes
• Know how to draft diplomatic scripts, emails, texts, or letters to reduce misunderstandings • Interpret tone and intent in digital threads to avoid escalation and preserve relations • Apply clarity, neutrality, and structure in emails and chats to prevent conflict
Syllabus
Digital Diplomacy, Email Misinterpretation, Tone Ambiguity, Online Escalation, Message Structuring, Miscommunication Cues, Synchronous Messaging, Asynchronous Threads, Netiquette Principles, Channel Selection, Typing Delay Perception, Media Richness
Module 7: Cultural Conflict
Outcomes
• Detect cultural blind spots in conversations to avoid offence and strengthen mutual respect • Adjust vocabulary and inflexion cross-culturally to communicate clearly and empathetically • Apply inclusive practices across teams to enhance cohesion and minimise cross-cultural tension
Syllabus
Cultural Intelligence, Intercultural Sensitivity, High-Context Cultures, Low-Context Cultures, Power Distance, Individualism Collectivism, Hofstede Dimensions, Face Negotiation, Language Pragmatics, Ethnocentric Bias, Value Dissonance, Stereotype Threat
Module 8: Conflict Mediation
Outcomes
• Demonstrate impartiality to colleagues in conflict to uncover common ground • Manage emotional outbursts between colleagues to preserve morale and dignity • Follow structured mediation processes to lead fair and solution-focused dialogue
Syllabus
Mediation Process, Impartial Facilitation, Emotional Containment, Needs Clarification, Ground Rules, Joint Session Structuring, Shuttle Diplomacy, Position Interest, Active Reframing, Mutual Gain, Solution Brainstorming, Caucus Management, Opening Statements
Conflict Management Training Delivery
Open Scheduled Course
Develop Your Skills
Enjoy powerful and cost-effective learning and development from the comfort of your home or office. Benefit from our practical and relevant training content while interacting with our master trainer and like-minded delegates from other industries.
- Leaders and Managers
- 2 Days
- Virtual Classroom
1-2-1 Tailored Course
Master Your Skills
Solve your workplace problems in private and in confidence. Receive undivided personal attention and explore modules tailored to your needs. Schedule the training to suit your pace and calendar, then watch your knowledge and skills go through the roof.
- Management Level Tailored
- 2 Days • 4 Half Days • 8 Quarter Days
- Classroom • Virtual Classroom
In-House Tailored Course
Develop Your Team
Engage in team building and develop unity through shared goals that align your team’s thinking and behaviour. We facilitate your team discussions and tailor our modules, timings, and delivery style to your organisational vision, mission, and culture.
- Management Level Tailored
- 2 Days • 4 Half Days • 8 Quarter Days
- Classroom • Virtual Classroom
Conflict Management Open Courses
Included Materials
- Certificate of Achievement
- Digital Interactive Workbooks
- Professional Leader Subscription
- Pre-Course Diagnostic Consultation
- Post-Course Results Consultation
- Post-Course Email Mentoring
Optional Materials
- ILM-Recognised Certificate
- Hard Copy Workbooks
- Hard Copy Leadership Journal
- Leadership Principles Merchandise
- Leadership Style Mapping
- Post-Course Leadership Coaching
Course Features
- Master Trainer
- 2 Days Training
- 09:00 - 17:00 GMT/BST
- Leaders and Managers
- 5 Delegates Capacity
- Virtual Classroom
Time Remaining
- 00Days
- 00Hrs
- 00Mins
- 00Secs
Start
15 May, 2025
End
22 Sep, 2025
- Conflict Management Mastery
- 04 Places Remaining
£895
+VAT PER DELEGATE
Training Course Reviews
"Nicholas Hill is a very knowledgeable and passionate coach and trainer!"
M. Sunderland Operations Directo Office of the Immigration Services Commissioner
"This course was too advanced for me, but it helped me to manage my time."
N. Brydon, Food and Beverage Manager The Elvetham Hotel Ltd
"Following your training, we are now turning around our business performance."
A. Panatti Sales Director Finish Creative Ltd
"The results achieved in this training are above and beyond what I was expecting."
S. Baker Managing Director Merritt & Baker Consultancy Ltd
"You positively changed my attitude toward leadership and management."
J. Mears General Manager Integrated Pathology Partnerships Ltd
"Outstanding and excellent feedback from our 42 delegates over four years."
O. Klochkova Chief Operations Officer Playson Ltd