Program Overview

For years, Large & Small Business Houses have struggled to manage conflicts within and without the organisation . Research shows that employee engagement & conflict management leads to improved business results, only 16% of employees experience the necessary conditions for engagement, such as “a clear sense of purpose, a commonly held notion of what’s valuable or important, feelings of psychological safety, and confidence about the future,” according to Marcus Buckingham and Ashley Good all in Harvard Business Review. Of course, better business results aren’t the only reason companies should focus on employee engagement & conflict management. It makes people’s lives better, not just their work, creating transformative results, but also dealing with day to day conflicts at work & home. “Great leaders Communicate GREAT” highlights the crucial factors of Communication, Growth, Recognition and Trust that underlie Conflict Management .
Conflict management training is about ensuring conflicts are managed quickly, professionally and with the minimum of negative emotions. All conflict managers need specific skills to help them properly manage conflict situations.

Conflict is in both Work & Life, something we all experience on a regular basis. Whether it is learning that your spouse has an entirely different kind of vacation in mind than you do or that your boss’s idea of your job differs from your own, conflict is simply an inevitable aspect of human relationships. As desirable as it might seem, there’s just no way to live a conflict-free life. This Program helps in dealing with different elements of conflict and how to manage them better.

This Program will help in an opportunity to showcase learning in terms of Case Studies & Role Plays & develop individual as well as team conflict management skills.
This program is designed to allow senior managers, team leaders and frontline officers to understand the opportunities and imperatives in Conflict Management & Strategy. Over 2 days participants will become familiar with various aspects of Conflict Management & People / Process Management, thus understanding how they fit together and learn to identify areas and steps where significant improvements can be achieved. In addition, the attendees will understand what are some of the critical success factors and potential roadblocks in the process of building a Robust Management Team in 21st Century.

Learning Outcomes

Upon completion of this program, participants will:

  • Measure skill levels at start of program to provide measure of success of initiative
  • Provides objective assessment against common competency yardstick
  • Globally the best practices of Collection Management & Strategy to groom Junior, Mid, Senior managers as it gives each person individual input about their competencies
  • Feedback for strengths and developmental needs
  • Help the Teams with Hands-On Approach

Intended Audience

  • Country Managers
  • Regional Managers
  • Team Leaders
  • Chief Risk Officers
  • Governance Professionals
  • Finance Professionals
  • HR Professionals
  • Collection Professionals
  • Collection Officers
  • Managers and Executives
  • Strategy Professionals
  • Vendor Managers
  • Business Intelligence Professionals
  • Business Analysts
  • Compliance Officers
  • BPO / TPO Managers
  • Backoffice & Operational Officers
  • Fraud Officers

Program Level and Pre-requisites for Attending

Foundation level, no pre-requisites

Program Duration

2 days

Number of Attendees

Maximum 15 attendees

Training Methodology

  1. Active Roleplays to asses partner and team skills, customer for dispute management skills
  2. Case to understand Data
    • Analyse and take action
    • Build partner relationships
  3. Real Life Case Studies – which presents a series of real life decisions to be made to assess skills data management, relationship building, process management.
  4. One on One Feedback given to each participant. Each participant will go through the same set of real life exercises (some online some face to face)

A distinguishing feature of this program is its emphasis on real life work scenarios & hands on conflict management approach. At the end of major modules a practical exercise will be performed, designed to reinforce the concepts of the module

Program Outline

Day 1

  • Overview
  • Introductions
  • Definitions
  • Why Conflict Management Matters?
  • Primary Activities
  • Secondary Activities
  • Scenario Work
  • Concept in WIN - WIN Shared Goals
  • Introduction
  • Activity + Role Play
  • Debrief
  • Scenario Work
  • Managing Perception & Perspectives
  • Overview
  • Benefits and Risks
  • Application of Big Data
  • Effective Communication Skills
  • Overview
  • Importance
  • Benefits of Right Communication
  • Scenario Work
  • Importance of Listening in Conflict
  • Overview
  • Activity + Role Play
  • Debrief
  • Scenario Work
  • Managing Multiple Conflicts & Emotions
  • Risks – Nature and Impact
  • Where , When , How to deal with Conflicts
  • The Key Success Factor in managing conflicts at work
  • Practical Exercise

Day 2

  • Art of Negotiation
  • Introduction
  • Definition
  • Win – Win Resolution for Mutual Gains
  • Do’s & Dont’s
  • Practical Exercise
  • Different Conflict Styles vis a vis Management Styles
  • Introduction and Definitions
  • Recognising Different Conflict Styles
  • Case Studies & Interactive Role Plays
  • Use of Power in Conflicts
  • Overview
  • Influencing Skills
  • Representing a Business Conflict
  • Scenario Work
  • Handling different types of Customers Conflict
  • Primary Activities
    • Identification
    • Types
    • Strategy
  • Secondary Activities
    • Dispute Resolution
    • Complaint Handling
    • Debt Counselling
  • Scenario Work
  • Managers's Role in dealing with Conflicts
  • Grievance Redressals & Other Mechanisms
  • Critical Success Factors
  • Program Review, Q&A, Comments

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