Executive Mastery in Workplace Diplomacy: Advanced Conflict Resolution Training for Senior Executives

Module 1: The Psychology of Conflict in Leadership

ü  Understanding the "Fight or Flight" response in the office

ü  The evolution of conflict: From healthy debate to destructive dispute

ü  Identifying individual conflict triggers

ü  The cost of unresolved conflict on the bottom line

ü  Practical Session: Personal conflict-style diagnostic assessment

 

Module 2: The Thomas-Kilmann Conflict Mode Instrument (TKI)

ü  Exploring the 5 modes: Competing, Collaborating, Compromising, Avoiding, and Accommodating

ü  When to use each mode effectively as a leader

ü  Analyzing the strengths and weaknesses of your dominant style

ü  Strategic "style-shifting" for better outcomes

ü  Practical Session: Mapping your team's conflict profile

 

Module 3: Emotional Intelligence (EQ) in Conflict Management

ü  Self-awareness: Recognizing your emotional temperature

ü  Self-regulation: Staying calm under fire

ü  Empathy: Seeing the dispute through the "Other’s" lens

ü  Social skills for de-escalation

ü  Practical Session: Guided mindfulness and stress-regulation exercises for leaders

 

Module 4: Communication Mastery: From Friction to Flow

ü  Active listening: Hearing what isn't being said

ü  The power of non-verbal cues and body language

ü  "I" statements vs. Accusatory language

ü  Reframing techniques to shift perspectives

ü  Practical Session: Role-play on delivering difficult feedback without triggering defensiveness

 

Module 5: Interest-Based Negotiation Strategies

ü  Moving from Positions to Interests

ü  The Harvard Negotiation Project principles

ü  Creating value through "Expanding the Pie"

ü  Establishing objective criteria for fair outcomes

ü  Practical Session: Multi-party negotiation simulation on budget allocation

 

Module 6: Third-Party Mediation Skills for Managers

ü  The formal mediation process step-by-step

ü  Maintaining neutrality and impartiality

ü  Setting ground rules for respectful dialogue

ü  Facilitating the "Exchange" phase

ü  Practical Session: Mock mediation of a peer-to-peer dispute

 

Module 7: Managing "Difficult" Personalities and Toxic Behaviours

ü  Strategies for dealing with passive-aggression and narcissism

ü  Setting firm boundaries as a leader

ü  Addressing bullying and harassment head-on

ü  De-escalating the "Hostile-Aggressive" individual

ü  Practical Session: Tabletop exercise on handling a disruptive high-performer

 

Module 8: Cultural Intelligence (CQ) in Global Conflict Resolution

ü  High-context vs. Low-context communication styles

ü  Understanding power distance and authority in different cultures

ü  Navigating religious and social sensitivities in disputes

ü  Global best practices for inclusive resolution

ü  Practical Session: Analyzing a cross-cultural case study failure

 

Module 9: Conflict in the Virtual and Hybrid Workplace

ü  The loss of nuance in digital communication (email, Slack, Zoom)

ü  Managing "Zoom fatigue" and its impact on irritability

ü  Strategies for building trust across time zones

ü  Resolving remote team misunderstandings

ü  Practical Session: Drafting a "Team Digital Communication Charter"

 

Module 10: Structural Conflict: Policies and Organizational Design

ü  Identifying conflicts caused by unclear job descriptions

ü  Resolving friction arising from resource scarcity

ü  Aligning competing departmental KPIs

ü  Organizational design as a conflict-prevention tool

ü  Practical Session: Audit of a participant's current organizational structure for "Conflict Hotspots"

 

Module 11: The Role of Ethics and Integrity in Resolution

ü  Balancing organizational loyalty with individual fairness

ü  Handling whistleblowing and ethical grievances

ü  The transparency vs. confidentiality dilemma

ü  Building a culture of radical honesty

ü  Practical Session: Ethical dilemma "In-Tray" exercise

 

Module 12: High-Stakes Crisis Negotiation for Leaders

ü  Negotiating during labour strikes or organizational shutdowns

ü  Managing external stakeholder conflicts (Vendors, Clients, Regulators)

ü  Quick-thinking de-escalation for immediate threats

ü  The role of the "Lead Negotiator" in a crisis

ü  Practical Session: Simulated live crisis negotiation drill

 

Module 13: Group Dynamics and Consensus Building

ü  Understanding "Groupthink" and how to break it

ü  Facilitating productive brainstorming in polarized teams

ü  The "Fist to Five" method for group decision making

ü  Managing the "Loudest Voice" in the room

ü  Practical Session: Leading a consensus-building workshop for a complex project

 

Module 14: Restorative Justice in the Corporate World

ü  Beyond punishment: Repairing the harm

ü  Implementing circles of reconciliation

ü  Addressing the aftermath of a major organizational conflict

ü  Rebuilding trust post-resolution

ü  Practical Session: Designing a restorative circle for a team post-layoffs

 

Module 15: Coaching Teams Toward Self-Resolution

ü  Transitioning from "Judge" to "Coach"

ü  Teaching teams basic conflict tools

ü  Creating peer-led resolution frameworks

ü  Knowing when to step in vs. when to step back

ü  Practical Session: Coaching a "direct report" on how to handle their own conflict

 

Module 16: Legal Frameworks and HR Compliance in Dispute Resolution

ü  Understanding labour laws and employee rights

ü  Documentation: The legal "Must-Haves" for conflict cases

ü  Aligning resolution with internal disciplinary policies

ü  Managing the transition from informal resolution to formal grievance

ü  Practical Session: Mock documentation review for HR compliance

 

Module 17: Designing a Conflict-Competent Organization

ü  Building an Integrated Conflict Management System (ICMS)

ü  Implementing ombudsman and peer-review panels

ü  Measuring the ROI of conflict resolution

ü  Sustainability: Keeping the resolution culture alive

ü  Practical Session: Drafting a Conflict Management Strategy for your organization

 

Module 18: Capstone: Developing Your Personal Leadership Peace Plan

ü  Synthesis of the conflict resolution training for leaders

ü  Final peer presentations

ü  Personal commitment to action

ü  Closing ceremony and certification

ü  Practical Session: Presentation of your 90-day conflict leadership implementation plan

About Our Trainers

 

Our facilitators are world-class mediators and executive coaches with over 20 years of experience in high-stakes corporate and diplomatic negotiation. They have successfully resolved multi-million-dollar industrial disputes and coached C-Suite leaders in Fortune 500 companies. Each trainer brings a blend of academic rigor (Psychology and Law) and practical "battle-tested" strategies from the field.

 

Quality Statement

 

Phoenix Center for Policy, Research and Training is committed to delivering the highest caliber of professional development. Our conflict resolution course materials are evidence-based and aligned with international mediation standards. We ensure a high-impact, confidential, and safe learning environment where leaders can experiment with new behaviors and strategies without risk.

 

Tailor-Made Courses

 

We understand that every organization has unique challenges and opportunities as well as unique training needs. Phoenix Training Center offers tailor-made courses designed to address specific requirements and challenges faced by your team or organization. Whether you need a customized curriculum, a specific duration, or on-site delivery, we can adapt our expertise to provide a training solution that perfectly aligns with your objectives. We can customize this conflict resolution training for leaders to focus on your industry, specific risk profile, or internal stakeholder dynamics.

 

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 of³ Participation at the end of the training.

ü  Course Improvement: 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