Upon completion of this course, participants will be able to:

• Understand the various sources and types of workplace conflict (e.g., task, relationship, process) and their impact on team dynamics.
• Master various conflict resolution techniques, including mediation, negotiation, and de-escalation skills.
• Apply a structured change management model (e.g., **ADKAR, Lewin's**) to plan and execute organizational transformations.
• Diagnose and proactively manage resistance to change by understanding its root causes and utilizing effective communication.
• Utilize emotional intelligence and difficult conversation frameworks to address interpersonal conflict constructively.
• Develop clear communication plans and stakeholder engagement strategies for successful change implementation.
• Coach employees and managers through the emotional cycle of change and foster a positive, growth-oriented mindset.
• Integrate conflict resolution policies and change management planning into daily managerial and **HR** practice.

• All Managers and Supervisors responsible for team dynamics and implementation of change
• HR Business Partners and Employee Relations Specialists
• Project Managers and Change Management Practitioners
• Team Leaders facilitating cross-functional collaboration
• Organizational Development Specialists

• Extensive role-playing scenarios practicing a mediation session and a difficult conversation with a resistant employee.
• Group exercises applying the **ADKAR** change management model to a specific organizational change scenario (e.g., system implementation).
• Workshops on developing a stakeholder communication and resistance management plan for a change initiative.
• Individual exercises diagnosing the conflict style of a hypothetical manager using a provided scenario.
• Discussions on the ethical and emotional challenges of leading large-scale organizational change.

Unit 1: Understanding and Diagnosing Workplace Conflict

• Defining conflict: functional vs. dysfunctional conflict and its impact on team performance
• Diagnosing the source of conflict: structural issues, relationship friction, or task disagreement
• The **Thomas-Kilmann** model: understanding the five conflict handling styles (avoiding, competing, collaborating, etc.)
• The role of effective communication and emotional intelligence in conflict prevention and resolution

Unit 2: Conflict Resolution and Mediation Techniques

• Mastering techniques for intervening in conflict, including third-party mediation and facilitation skills
• Applying a structured process for conflict resolution and mutual problem-solving (e.g., principled negotiation)
• Strategies for conducting difficult conversations with high emotional intensity calmly and professionally
• Techniques for de-escalating tense situations and managing aggressive or resistant behavior

Unit 3: Foundations of Organizational Change Management

• The strategic case for formal **Change Management** and its link to organizational agility and project **ROI**
• Applying structured change models: **ADKAR** (Awareness, Desire, Knowledge, Ability, Reinforcement) and Lewin's 3-step model
• Conducting a comprehensive stakeholder analysis and developing a targeted engagement strategy
• Assessing organizational readiness for change (e.g., capacity, culture, past change experience)

Unit 4: Managing Resistance and the Human Side of Change

• Diagnosing the root causes of resistance to change (e.g., fear of the unknown, loss of control, lack of trust)
• Strategies for effective, transparent, and multi-channel communication throughout the change lifecycle
• Coaching employees through the emotional cycle of change (shock, denial, resistance, acceptance)
• Techniques for utilizing employee involvement and participation to foster ownership of the change

Unit 5: Integration and Sustained Change and Resolution

• Integrating conflict resolution principles into performance management and team-building activities
• Strategies for sustaining change: reinforcing new behaviors and celebrating early successes
• Developing key metrics to measure change adoption rate and the impact on conflict levels/engagement
• Action Planning: creating a personal strategy for managing a current or upcoming change initiative in their department