Conflict & Crisis Management

Conflict & Crisis Management


COURSE DESCRIPTION: At any moment, an organization can encounter a crisis that jeopardizes its health, reputation and prospects. The ability to manage a crisis — and the unflattering attention it can produce in the 24/7 global news era — demands strong leadership rooted in best practices, effective communication and sharp decision-making.


Utilizing cutting-edge concepts, case studies and an interactive crisis simulation, Crisis Management equips participants with the analytics to anticipate the strategies to avoid and the tactics to address the major types of crises encountered by organizations big and small. Crises such as these and predicaments can just as easily





produce new opportunities, particularly for leaders and organizations possessing a firm understanding of their marketplace positioning and a guiding framework for effective crisis response. The program will help you approach any crisis as a marketing opportunity that restores and strengthens your corporate reputation and promotes new possibilities. –


This course examines crisis and conflict resolution in interpersonal and organizational contexts and uses theory from behavioral and social sciences to assess, manage, and resolve crisis and conflict situations. You will learn the nature of crises and conflict coupled with appropriate responses and methods for resolution.

The course includes several parts to include the study of:


Basic Mediation Skills - Theoretical fundamentals of negotiation and mediation, types of mediation, mediation models, mediation caseworker skills, building the mediation plan, and various resolution techniques.


  • Learn the use of mediation to both strengthen relationships and resolve disputes;
  • Gain a strong foundation for the development of professional-level mediator competencies;
  • Develop skills that easily transfer to better interpersonal communication, negotiation and conflict management.


Human Factors in Conflict Management - Communication theories assist managers in understanding, analyzing and managing conflict. Focus is on the causes of conflict and includes the influence of gender and culture.

  • Gain knowledge about conflict theory, causes, patterns and tactics;
  • Embrace the productive and creative energy of conflict;
  • Develop skillsets to engage in cooperative conflict when one can and competitive conflict when one must;


Negotiation Theory & Practice - The tactics, strategies and operations of effective and ineffective negotiation behaviors will be presented. Develop negotiator skills and knowledge leading to collaborative-based actions and solutions.

  • Negotiator skills in interpersonal communication and problem solving;
  • Methods for dealing with difficult people;
  • Counter measures for power imbalances and tricky tactics.


Facilitating Groups in Conflict - Skills to facilitate public input processes, as well as techniques to facilitate conflicts within small and large group meetings.

  • Structures and ground rules that limit conflict;
  • Controlling anger and nonfunctional behavior;
  • Group problem solving and decision making.


Culture and Conflict - Cultural variables in interpersonal conflict management and mediation are discussed, with perspectives to ameliorate the difficulties arising from cross-cultural communication and conflict styles.

    • Factors that influence intercultural conflict;
    • Examining cultural style preferences;
    • Managing in a multi-cultural workplace.

    No cancellations or transfers are accepted within 1 (one) week (business days only) prior to the course start date or later. All cancellations prior to 5-business days of the course start date must be forwarded to In the rare occasion that a course is cancelled or postponed, please note our reimbursement is limited to paid fee only.


    This is an Instructor-Led (in person) course. All participant materials are uploaded to the training portal. Training portal link is provided 2-days prior to the start of the training date.