Advanced Negotiation and Conflict Resolution Course: Mastering Organizational Dynamics

Module 1: Foundations of Negotiation and Conflict Dynamics

ü  Defining the link between negotiation and conflict management course

ü  Conflict as a force for organizational change

ü  The three phases of conflict and intervention timing

ü  Understanding the dual concerns model (assertiveness vs. cooperativeness)

ü  When to negotiate, mediate, or arbitrate

ü  Practical Session: Conflict Style Assessment and Interpretation

 

Module 2: Strategic Preparation: Power, BATNA, and ZOPA

ü  Analyzing sources of power in a negotiation and conflict resolution context

ü  Defining BATNA and ZOPA for dispute situations

ü  Identifying interests, positions, and needs of all parties

ü  Information strategy: what to disclose and what to withhold

ü  Preparing alternatives to ensure leverage

ü  Practical Session: Completing a Strategic Negotiation Preparation Worksheet

 

Module 3: Integrative Negotiation: Value Creation and Problem-Solving

ü  Shifting the focus from blame to joint problem-solving

ü  Techniques for generating win-win options and expanding the pie

ü  Using objective criteria and legitimacy to guide decisions

ü  Structuring trade-offs and contingent agreements

ü  The role of joint fact-finding in conflict resolution

ü  Practical Session: Simulation: A Value-Creating Internal Resource Negotiation

 

Module 4: Distributive Negotiation: Value Claiming and Tactics

ü  Principles of hard bargaining and when to apply them

ü  Anchoring and concession planning in final-offer situations

ü  Recognizing and counteracting aggressive tactics

ü  Ethical boundaries in competitive negotiation

ü  Strategies for maximizing individual gain within a relationship context

ü  Practical Session: Role-Play: Negotiating a Fixed-Sum Budget Allocation

 

Module 5: Understanding and Managing Conflict Styles

ü  Deep dive into the Thomas-Kilmann Conflict Mode Instrument (TKI)

ü  Recognizing default, backup, and counterparty styles

ü  Adapting your style based on situation and relationship priority

ü  The impact of organizational culture on conflict expression

ü  Promoting constructive confrontation over avoidance

ü  Practical Session: Group Analysis of Conflict Styles in Organizational Case Studies

 

Module 6: The Psychology and Emotional Intelligence of Conflict

ü  The neuroscience of conflict (fight/flight response)

ü  Managing emotions: self-awareness and self-regulation

ü  De-escalation techniques and calming the emotional brain

ü  Understanding perception, attribution, and bias in conflict

ü  The role of empathy and perspective-taking

ü  Practical Session: Emotional De-escalation Role-Play (Using I-Statements)

 

Module 7: Advanced Communication Skills for Conflict Resolution

ü  Active listening skills to uncover deeper interests

ü  Powerful questioning techniques for clarification and commitment

ü  Non-verbal communication and mirroring for rapport

ü  Framing language to de-personalize the conflict

ü  Using feedback models for constructive criticism

ü  Practical Session: Video-Recording and Review of Communication During a Dispute

 

Module 8: Mediation and Third-Party Facilitation Techniques

ü  The role and ethics of the internal mediator

ü  Structured mediation process steps (convening, opening, exploring, option generation)

ü  Techniques for breaking impasse and fostering dialogue

ü  Maintaining neutrality and managing power imbalances

ü  Confidentiality protocols and documentation

ü  Practical Session: Practical Session: Leading a Mediated Dispute Resolution Session

 

Module 9: Crisis Negotiation and High-Stakes Dispute Resolution

ü  Identifying triggers for organizational crisis and high-stakes conflict

ü  Strategies for time-constrained negotiation (urgency and pressure)

ü  Dealing with public relations and external scrutiny during disputes

ü  Hostage negotiation principles applied to business deadlocks

ü  Post-crisis relationship repair

ü  Practical Session: Simulation of a High-Stakes Project Deadline Negotiation

 

Module 10: Managing Multi-Party and Team Conflicts

ü  Mapping and managing coalitions and internal politics

ü  Techniques for facilitating large-group consensus and decision-making

ü  Managing team performance and accountability disagreements

ü  Strategies for dealing with internal whistleblowers or grievances

ü  Ensuring fair process in team conflict resolution

ü  Practical Session: Simulation: Facilitating a Disagreement among Team Leaders

 

Module 11: Cross-Cultural Negotiation and Conflict Management

ü  The impact of cultural dimensions on negotiation and conflict resolution

ü  Adapting strategies for face-saving and hierarchy in various cultures

ü  Protocols for international business dispute resolution

ü  Managing communication barriers and different conflict norms

ü  Techniques for building cross-cultural trust

ü  Practical Session: Analyzing a Cross-Cultural Conflict Scenario and Strategy Adaptation

 

Module 12: Dealing with Difficult Personalities and Hostility

ü  Identifying and labeling difficult behaviors (e.g., stonewalling, aggression)

ü  The 'Aikido' approach to conflict: redirecting energy

ü  Techniques for setting firm boundaries and addressing inappropriate behavior

ü  Dealing with anger, threats, and emotional outbursts

ü  Knowing when and how to disengage safely

ü  Practical Session: Role-Play: Managing a Highly Defensive/Aggressive Counterpart

 

Module 13: Organizational Conflict System Design

ü  Developing formal internal dispute resolution (IDR) systems

ü  Implementing grievance procedures and organizational justice principles

ü  Designing a conflict management policy framework

ü  Integrating negotiation and conflict resolution training into onboarding

ü  Metrics for measuring the health of the organizational conflict culture

ü  Practical Session: Designing the Flowchart for an Organizational Dispute Resolution Process

 

Module 14: Legal and Ethical Frameworks in Conflict Management

ü  Overview of relevant labor laws and HR regulations (e.g., discrimination, harassment)

ü  Ethical obligations of negotiators and mediators

ü  Confidentiality, due process, and fairness in investigation

ü  Documenting and recording conflicts for legal compliance

ü  The role of arbitration and legal counsel

ü  Practical Session: Reviewing an Ethical Dilemma in an HR Conflict Case Study

 

Module 15: Negotiation and Conflict in a Virtual Environment

ü  Challenges and opportunities of virtual negotiation and conflict resolution

ü  Mastering non-verbal cues and presence in video calls

ü  Tools and technologies for virtual collaboration and mediation

ü  Managing asynchronous communication and response times

ü  Building trust and rapport in a remote setting

ü  Practical Session: Conducting a Virtual Negotiation Simulation with Technology Constraints

 

Module 16: Conflict Coaching and Developing Others

ü  Principles of coaching individuals through their own conflicts

ü  Providing effective feedback and developmental guidance

ü  Empowering employees to handle low-level conflicts themselves

ü  Mentoring and skills transfer in conflict management

ü  Creating a coaching culture within the team

ü  Practical Session: Leading a One-on-One Conflict Coaching Session

 

Module 17: Conflict Resolution in Project and Change Management

ü  Managing conflict related to scope, resource, and priority disagreements

ü  Negotiating resistance during organizational change initiatives

ü  Techniques for involving impacted parties in decision-making

ü  Using communication to align expectations and minimize surprises

ü  The Project Manager's role as an internal negotiator and conflict resolver

ü  Practical Session: Analyzing Resistance and Developing a Conflict Response Plan for Change Management

 

Module 18: Final Simulation and Personal Mastery Plan

ü  Integrating all learned negotiation and conflict resolution skills

ü  Complex multi-party, multi-issue negotiation and conflict management simulation

ü  Peer and instructor debrief and final performance review

ü  Developing a personal, actionable mastery plan for post-course application

ü  Final Q&A and networking

ü  Practical Session: Final Comprehensive Negotiation and Mediation Simulation

About Our Trainers

 

Our trainers are certified mediators, organizational psychologists, and executive coaches with a minimum of 10 years of experience specializing in high-stakes negotiation and conflict resolution course delivery. They have extensive backgrounds in labor relations, commercial litigation avoidance, and leadership development. Their practical expertise ensures that this negotiation and conflict resolution training is grounded in academic rigor and provides immediately deployable, real-world strategies for complex professional challenges.

 

Quality Statement

 

Phoenix Training Center is committed to delivering a superior negotiation and conflict resolution course that establishes the highest standards for professional development. We guarantee a comprehensive, evidence-based curriculum, expert facilitation, and an immersive environment focused on behavioral mastery. Our intensive focus on negotiation and conflict management course principles ensures participants can effectively transform disputes into productive outcomes.

 

Tailor-Made Courses

We offer customized negotiation and conflict resolution training solutions tailored to your organization's specific industry (e.g., healthcare, finance, public sector) or recurring conflict types (e.g., union/management disputes, intellectual property negotiations). We can adjust the duration, content, and case studies to match your team’s prior experience and current strategic goals, providing a highly effective private program. For further inquiries, please contact us on Tel: +254720272325 / +254737296202 or Email training@phoenixtrainingcenter.com

Admission Criteria

ü  Participants should be reasonably proficient in English. 

ü  Applicants must live up to Phoenix Center for Policy, Research and Training admission criteria.

Terms and Conditions

ü  Discounts: Organizations sponsoring Four Participants will have the 5th attend Free

ü  What is catered for by the Course Fees: Fees cater for all requirements for the training – Learning materials, Lunches, Teas, Snacks and Certification. All participants will additionally cater for their travel and accommodation expenses, visa application, insurance, and other personal expenses.

ü  Certificate Awarded: Participants are awarded Certificates of Participation at the end of the training.

ü  The program content shown here is for guidance purposes only. Our continuous course improvement process may lead to changes in topics and course structure.

ü  Approval of Course: Our Programs are NITA Approved. Participating organizations can therefore claim reimbursement on fees paid in accordance with NITA Rules.

Booking for Training

Simply send an email to the Training Officer on training@phoenixtrainingcenter.com and we will send you a registration form. We advise you to book early to avoid missing a seat to this training. Or call us on +254720272325 / +254737296202

Payment Options

We provide 3 payment options, choose one for your convenience, and kindly make payments at least 5 days before the Training start date to reserve your seat:

ü  Groups of 5 People and Above – Cheque Payments to: Phoenix Center for Policy, Research and Training Limited should be paid in advance, 5 days to the training.

ü  Invoice: We can send a bill directly to you or your company.

ü  Deposit directly into Bank Account (Account details provided upon request)

Cancellation Policy

ü  Payment for all courses includes a registration fee, which is non-refundable, and equals 15% of the total sum of the course fee.

ü  Participants may cancel attendance 14 days or more prior to the training commencement date.

ü  No refunds will be made 14 days or less before the training commencement date. However, participants who are unable to attend may opt to attend a similar training course at a later date or send a substitute participant provided the participation criteria have been met.

Accommodation and Airport Transfer

For physical training attendees, we can assist with recommendations for accommodation near the training venue. Airport pick-up services can also be arranged upon request to ensure a smooth arrival. Please inform us of your travel details in advance if you require these services. For reservations contact the Training Officer on Email: training@phoenixtrainingcenter.com or on Tel: +254720272325 / +254737296202