Responding to Conflict: Strategies for Improved Communication

AMA - American Management Association
Training overview
Professional Course
Classroom, Virtual Classroom
2 days
From 2,695 USD
Start dates

Place & Start

2,695 USD

New York City
2,695 USD

San Francisco
2,695 USD

2,695 USD
AMA - American Management Association

Course description

Responding to Conflict: Strategies for Improved Communication

Conflict in business is all too familiar—particularly under increased business pressures. Still, most of us lack basic conflict management skills. Rather than react to conflict on a purely emotional level, you can learn how to manage disputes and disagreements in a positive manner, or even avoid them altogether. This conflict management training will show you how to recognize the causes of interpersonal conflict. It emphasizes skills to help you critically evaluate conflict situations and then choose the appropriate strategies and tools to manage and/or resolve these conflicts. You’ll develop greater awareness of your emotional triggers and how to control them. In addition, you will learn how to continually action-plan around the implementation of your new skills.

How You Will Benefit

  • Recognize the underlying causes of conflict
  • Map conflict using a five-step approach
  • Identify ways to develop flexible responses to personal and professional conflicts
  • Practice applying models, techniques and strategies to manage your interpersonal communication behaviors in conflict situations
  • Implement strategies to improve your communication and effectively respond to conflict

Who should attend?

Business professionals who want to expand their conflict management skills, understand their own emotions and behaviors when addressing conflict, and find productive ways to manage conflict.

Training content

Learning Objectives

  • Identify Underlying Causes of Conflict
  • Identify Approaches for Developing Flexible Responses to Personal and Professional Conflicts
  • Practice Various Models, Techniques, Strategies, and Approaches to Manage Your Interpersonal Communication Behaviors in Conflict Situations
  • Implement Flexible Strategies to Improve Your Communication and to Effectively Respond to Conflict

Developing Conflict Awareness

  • Define Conflict
  • Explain the Difference Between Disagreement and Conflict
  • Describe the Five Levels of a Conflict
  • Describe Barriers to Managing and Resolving Conflict

Responding to Conflict

  • Identify Your Own Personal Feelings and Actions in Response to Conflict
  • Ally the P-U-R-R Model to Demonstrate Understanding and Application
  • Apply the Validating Process
  • Distinguish Between Listening for Thoughts and Listening for Feelings in a Conversation
  • Explain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words Used

Conflict Strategies

  • Identify Your Preferred Strategy or Strategies for Responding to Conflict
  • Identify the Five Conflict Strategies
  • Analyze Examples and Recommend Appropriate Strategies to Minimize or Manage Conflict

The Role of Trust in Minimizing Conflict

  • Describe the Four “Cs” as the Cornerstones of Building Trust
  • Explain How Trust Is Lost and Regained, and How Transparency Validates Trust
  • Identify Interests Behind Positions

Moving Beyond Conflict

  • Describe How Relationship Conflict and Content Conflict Should Be Handled Differently
  • Demonstrate How to Turn Potential Disagreements into Discussion By Applying the Model to Disagree
  • Identify and Practice Assertiveness Tools and Strategies
  • Detoxify Emotional Statements, and Devise Alternative Ways to Express the Message Behind the Emotional Statement

Dealing with Difficult Behaviors

  • Explain the Difference Between Difficult People and Difficult Behavior
  • Describe an Understanding of Handling Passive Behavior
  • Describe a Strategy for Handling Passive or Aggressive Behavior

Mapping Conflict

  • Map a Conflict Using a Five-Step Approach
  • Explore a Given Conflict from Various “Viewing Points”
  • Separate Interests from Positions in a Specific Conflict
  • Select a Conflict Strategy Appropriate to Address a Specific Goal
  • Demonstrate the Implementation of the Chosen Conflict Strategy


  • Apply a Combination of Skills, Techniques, and Ideas Presented Throughout This Seminar to a Conflict Situation (Called a “Thunderstorm”)
  • Demonstrate the Application of Appropriate Conflict Strategies to Address the “Thunderstorm”


Course price for:

  • Non Members: $2695
  • AMA Members: $2395

Certification / Credits

CEU: 1.2, PDU: 12, CPE: 14

About AMA

American Management Association Company Info

The American Management Association, International (AMA) is the global leader in talent development. Founded in 1923, AMA supports the goals of individuals and organizations through a complete range of educational products and services, including instructor-led classroom and virtual seminars, webinars,...

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Contact info

AMA - American Management Association


Average rating 4.9

Based on 30 reviews.

Steven S.

I think it was a lot to cover the topics in 2 consecutive days. It might help to leave 1 week in between the 2 learning days. Especially because some of the slides asked us to if we had a chance to implement some of the strategies we learned the day before, but we only had one night to do so. Maybe if the classes were spaced apart, we might hav...

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Henry R.

Deb was very good at moderating and getting everybody involved in the discussions.

Carson S.

Deb is very natural and controls the class time and conversations well to keep us on track. very appreciated

Training reviews
Course rating
Based on 30 reviews.
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