DAY 1 – Understanding Conflict & Emotional Intelligence

Module 1: Understanding Conflict at Work

Objective: Build awareness of conflict sources and patterns

• What is conflict and why it’s not always bad
• Common workplace conflict triggers (ego, miscommunication, stress, roles, assumptions)
• Task conflict vs relationship conflict
• Personal conflict patterns: Avoider, Fighter, Pleaser, Analyst
• Activity: Conflict Style Self-Reflection & Group Sharing

Module 2: Emotional Intelligence in Conflict Situations

• Emotional Intelligence (EQ) explained in simple terms
• How emotions hijack communication during conflict
• Identifying emotional triggers and blind spots
• Managing reactions vs responding intentionally
• Activity: Trigger Mapping & Emotional Reset Exercise

Module 3: Mindset Shift – From Reaction to Responsibility

• Fixed vs growth mindset in conflict
• Separating facts, assumptions, and emotions
• Taking responsibility without self-blame
• Shifting from “winning the argument” to “resolving the issue”
• Activity: Case discussion – “Same conflict, different mindset”

Module 4: Active Listening & Empathy Under Pressure

• Why most conflicts escalate due to poor listening
• Levels of listening (surface vs empathetic listening)
• Acknowledging emotions without agreeing
• Asking powerful, non-defensive questions
• Activity: Listening Triads & Empathy Practice

DAY 2 – Communication, Influence & Resolution Skills

Module 5: Communicating Clearly During Difficult Conversations

• Structuring difficult conversations (What to say, how to say it)
• Using assertive—not aggressive—language
• Managing tone, body language, and emotional signals

• Saying “no,” giving feedback, and setting boundaries
• Activity: Role Play – Real workplace conflict scenarios

Module 6: Influence Skills in Conflict Resolution

• Understanding interest’s vs positions
• Influence styles and when to use them
• Handling resistance, defensiveness, and silence
• Reframing conversations to move forward
• Activity: Influence Mapping Exercise

Module 7: Conflict Resolution Tools & Practical Frameworks

• A simple step-by-step conflict resolution framework
• De-escalation techniques for tense situations
• Managing recurring and unresolved conflicts
• Knowing when to escalate vs resolve independently
• Activity: Small-group case clinic (participants bring real cases)

Module 8: Building a Conflict-Resilient Workplace

• Creating psychological safety in teams
• Encouraging healthy disagreement
• Preventing conflict through clear communication
• Personal conflict action plan
• Activity: Personal Commitment & Action Planning

• Increased confidence handling difficult people
• Better emotional control during tense situations
• Clear communication without damaging relationships
• Practical tools to resolve and prevent conflict
• Stronger influence and professional presence