Conflict Management:  Threat or Opportunity

This course is offered on-site for client groups or at KSI’s facility as a group class.

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Course Length: 1 day
PDUs: 6.5
PDHs: 6.5
PMI Activity# 000486
Prerequisites: None
Advanced Preparation: None
Course Fee: $395
Course Hours: 8:30 a.m. – 4:15 p.m.

Course Outline:

Introductions & Climate Setting

  • Personal reaction to conflict – each participant will respond to a brief questionnaire to obtain feedback regarding his/her typical approach or style for dealing with conflict.  Results will be shared in small groups then discussed within the full group
  • Personal Style Inventory (PSI) – a modified version of the Myers‑Briggs Type Indicator will be completed by each participant.  The instructor will engage in an interactive lecture with the group focusing upon the 16 personality types and four temperaments revealed through the PSI and their implications for the relationship between type and preferences for dealing with conflict.
  • Value Differences & Conflict – the instructor will discuss with the group how value systems are formed and how differing value systems promote conflict.  A video, …., will be shown depicting the value systems of four generations currently in the workforce and their implications for conflict.  Participants will complete a brief worksheet related to the four generations and identify examples of where they believe these generational differences are responsible for conflict in their work settings.  Worksheets will be share in small groups with a reporter from each group then sharing highlights or interesting observations with the full group.
  • Case Study – a fun exercise to take the group into the lunch break.  It will focus upon a brief story/case study designed to elicit personal value reactions to the story from each participant.


Lunch Break



  • “Veginots”, a case study/role play whereby participants work in pairs, each having his or her own sheet of instructions, to try to negotiate a solution to a problem regarding limited resources.  Results of the negotiation will be shared by participants with the full group with special emphasis placed upon the level of satisfaction each person derived from the negotiation.
  • Conflict Management/Negotiation Strategies – building upon the above exercise, an interactive lecture and group discussion will focus upon guidelines and specific strategies for dealing with conflict and negotiating effectively.
  • Communication Skills for Managing Conflict – the remainder of the afternoon will be dedicated to communication skills necessary to manage conflict effectively.  These will include active listening, two‑way communication, giving and receiving feedback, and Transactional Analysis.  The latter will be included to emphasize the importance of “Adult to Adult” communication when attempting to achieve win/win outcomes when dealing with conflict.
  • Wrap Up, Evaluations & Lessons Learned