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A practical course for staff, managers, service departments and teams who wish to recognise conflicts at an early stage, de-escalate them and resolve them constructively. The focus is on conflict dynamics, emotional self-regulation, de-escalating communication, changing perspectives, clarification discussions and sustainable agreements.
You will learn to better understand conflicts and patterns of escalation, and to remain capable of taking action in tense situations. You will practise techniques for de-escalation, structuring conversations and resolving conflicts. By the end of the course, you will be able to assess conflicts more objectively, conduct difficult conversations with greater confidence and work out solutions constructively.
• Recognising conflict dynamics and stages of escalation
• Managing one’s own reactions in tense situations
• Using de-escalating language and communication techniques
• Structuring conflict discussions and developing workable agreements
• A willingness to engage in self-reflection and practical exercises
• Examples of conflict or tension in everyday working life
• No prior specialist knowledge required
*We customize the course outline and content to your specific needs and relevant use cases.
Module 1: Understanding Conflict
• Identifying types of conflict, causes and typical triggers
• Recognising escalation dynamics and warning signs
• Understanding the difference between positions, interests and needs
• Reflecting on one’s own conflict patterns
Module 2: Self-management in tense situations
• Recognising emotional arousal and stress reactions
• Creating a buffer between impulse and reaction
• Remaining calm, clear and professional
• Taking one’s own boundaries and safety considerations into account
Module 3: De-escalating Communication
• Using language, tone and body language consciously
• Employing active listening, mirroring and summarising
• Defusing accusations and restoring objectivity
• Setting boundaries respectfully
Module 4: Conducting conflict resolution discussions
• Clarifying the framework, objective and rules of the discussion
• Facilitating a change of perspective and clarification of interests
• Developing and evaluating possible solutions
• Formulating agreements in concrete and verifiable terms
Module 5: Sustainable Conflict Management
• Strengthening conflict prevention within the team
• Identifying recurring conflict patterns
• Clarifying escalation procedures and support options
• Deriving measures for application in one’s own work context
Hands-on learning with expert instructors at your location for organizations.
Master new skills guided by experienced instructors from anywhere.
