How to be effective in conflict


Your Situation

Do people sometimes behave either offensively and peculiarly, leaving you puzzled how and whether you should address the situation? Perhaps talking about the matter will complicate things even more. Maybe the person will explode or retreat quietly into resentment. It would indeed be better to forget the whole issue, yet, you simply cannot sweep it under the carpet. You wonder how you could bring up the matter with the person in a clear and non-confrontational manner.
Conversely, you may also encounter situations in which people confront you in a manner which you perceive as inappropriate. Their comments, criticisms, accusations or attacks are completely unjustified. Although you strive to respond to such situations with calm and composure, you still experience difficulties.
By learning the art of communication, you will understand how to generate an atmosphere which, in turn, contributes to a constructive work relationship..

Your Benefit

In this seminar you will learn how to address such problems clearly, directly and tactfully. This enables you to demonstrate interest in solving internal disputes or potential misunderstandings. You can also express a genuine interest in understanding your counterpart's viewpoints. Not only do these steps strengthen the personal and work relationship, they also increase the willingness to cooperate. Instead of taking accusations, attacks or criticisms personally, the methods and practice will give you better interpersonal and listening skills


This seminar is based on an easy-to-understand communication model. You will train the individual skills which enable you to apply the method successfully.

Four information essentials in delicate situations

  • What are we talking about? State the facts without making   judgements  or interpretations
  • Being human! - showing your own emotional reactions
  • Communicate with values instead of judgements - make your points clear
  • Formulate clear and realistic requests


The art of listening

  • 4 different filters to understand what my partner is telling me
  • Emphatic listening - listening between the lines
  • Self empathy - what can I do when listening becomes difficult


Strengthening my own responsibility in conflicts

  • Acquire a better understanding how emotional reactions are created
  • Scope of responsibility: What are we responsible for and what not?
  • Say exactly what i mean instead of expecting my partner to infer my meaning
  • Stick to the facts instead of holding my judgement for the truth


Finding lasting solutions for conflicts

  • The 6 Chair Model - the central theme for claryfying conflicts
  • How can I assert my needs and still maintain an open and respect attitude toward others?
  • When do i change from communicating to listening?
  • When is the time ripe for solutions and agreements?


  • Professional input
  • Group work
  • Role-plays
  • Video feedback



Leadership, Personality Development




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