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Course Schedule
Classroom Sessions:
Date Venue Fees
25 - 29 Dec 2023 Dubai - UAE $5,950
12 - 16 Feb 2024 Dubai - UAE $5,950
27 - 31 May 2024 Dubai - UAE $5,950
29 Jul - 02 Aug 2024 London - UK $5,950
05 - 09 Aug 2024 Dubai - UAE $5,950
09 - 13 Sep 2024 Prague - Czech Republic $5,950
14 - 18 Oct 2024 Dubai - UAE $5,950
23 - 27 Dec 2024 Dubai - UAE $5,950
Online Sessions:

25 - 29 Dec 2023 Online $3,950
Course Description


The management of conflicts and difficulties is one of the most misunderstood, time-consuming and poorly handled of leadership responsibilities. Most leaders, managers and supervisors regard ‘conflict’ as something negative. However, if it is used and managed well and occurs in high-trust cultures, conflict can be a powerful source of sustainable competitive advantage.

This Conflict Management training course entitled Managing Conflicts & Difficult Situations has been specifically designed to help leaders and managers to control and reduce negative conflict, build high-trust organizational cultures and deal proactively with difficult situations using highly effective techniques. The training course incorporates the latest research regarding Emotional Intelligence (EI), neuro-science, psychology, personality research and cutting-edge communication and influencing techniques.

This GLOMACS training course will highlight:

  • Your natural personality preferences for thinking, feeling, speaking and behaving that may trigger conflict – or help to manage it
  • The default conflict-management strategies people use – both helpful and unhelpful
  • The nature, types and causes of conflict and difficulty – inter-personal and strategic
  • Highly effective strategic and verbal techniques to address conflict and difficulties at both the individual and organizational level
  • How to structure your meetings, presentations and communications to reduce negative conflict and encourage healthy debate


This training course is designed to help you to:

  • Identify the common types and sources of conflict in your workplace
  • Appreciate your own and other’s personality profiles and preferred conflict approaches
  • Understand the predictable emotional triggers and responses to conflict
  • Differentiate between assertive, passive and aggressive behaviours
  • Deal with difficult people and situations using a large range of powerful techniques

Training Methodology

This highly interactive and engaging Conflict Management training course will use a range of approaches to learning, including experiential group activities, individual exercises, mini-case studies, role plays, targeted videos and relevant discussions. A key part of the learning process is the sharing of different experiences as well as experimenting with novel – and sometimes challenging – practical techniques. A Personality / Social Styles profile will be used to give you an insight into how your own, and others, personality can contribute to creating or resolving conflicts. In addition, a Thomas Kilmann Conflict Mode type profile will reveal your own default conflict-management strategy and how you can utilize this self-knowledge to your advantage.

Organisational Impact

By attending this training course and applying the insights, your organization will benefit from:

  • Having a high-trust culture of openness, integrity and certainty
  • Stronger working relationships, greater collaboration and discretionary effort
  • Enhanced ability of employees to resolve their own problems and difficulties so avoiding extended disruptions
  • Reduced workplace stress and tension that results in improved morale
  • Constructive resolution of conflicts and challenges
  • Higher levels of organizational productivity

Personal Impact

An AMA survey by Thomas & Schmidt found that managers spend between 18–26% of their time dealing with conflicts; that can amount to 10 hours of your valuable time per week! As a leader, manager or supervisor, this training course will help you to:

  • Recognize the warning signs of conflict early on
  • Address the issues quickly and effectively
  • Increase the overall productivity of your team or department
  • Focus on more important strategic and operational matters
  • Master a skill set that’s essential in more senior roles
  • Gain credibility in the eyes of senior management


This GLOMACS training course is suitable to a wide range of Ambitious Professionals, but will greatly benefit:

  • Managers and Team Leaders
  • Leaders & Supervisors who need to take charge of – and resolve – conflicts or difficult situations that could have a negative impact on performance, effectiveness and relationships
  • Junior / Middle Managers new to their role, or with experience but little previous training
Course Outline


Understanding Conflict and Difficult Situations 

  • Defining the Nature, Types and Causes of Conflict
  • Conflict vs. Competition: When one overtakes the other
  • Benefits and Drawbacks of Conflict in the Workplace
  • The Power of Emotional Intelligence in Conflict Situations
  • Conflict-management Default Mode
  • Utilising the Circles of Concern and Influence
  • Key Motivations or Drivers of Individuals and Groups


Advanced Interpersonal Skills For Conflict Management

  • The Art to Successful Communication
  • Building Rapport and the Circle of Trust Technique
  • Personality Preference Assessment: Communicating with Different Personalities
  • Mastering Active Listening Skills to Validate others’ Needs
  • Using Powerful Questions to Gain the Right Information
  • Transactional Analysis: The Power of Questions in Counselling
  • Perfecting the Art of Non-verbal Language Signals
  • Framing and Re-framing Issues to Facilitate Positive Outcomes


Mastering The Art of Persuasion, Influence and Negotiation

  • Psychological Insights into People’s Behaviour and Attitude
  • Filters and How our Perceptions can Influence our View of Others
  • Determining Personal Agendas and Intentions
  • Being Assertive: Techniques and Skills
  • Negotiation ‘Positions’ and ‘Interests’ and Prime Negotiation Gambits
  • Persuasion Techniques Incorporating Cialdini’s 6 Steps
  • Achieving Synergy through the 4 Steps of Persuasion
  • The Key Strategy Factors to Master the Art of Influence


Processes and Strategies to Handle Challenging or Difficult Conversations

  • Main Types of Difficult / Challenging Conversations in the Workplace
  • The Art of Influencing with Integrity and Personal Power
  • Utilising Key Personal Strategies: GLASS, But Suppose, Feel, Felt Found
  • Structuring 'Crucial Conversations' to Produce Optimal Results
  • Using Coaching Techniques in Conflict: Problem and Need
  • Recognising and Handling Ineffective Conflict Responses
  • Dealing with Strong Emotions such as Anger and Frustration
  • Defection Technique Strategies


Managing Organizational Conflict and Culture

  • Understanding the Key Elements of Your Organisation’s Culture
  • High-trust vs. Low-trust & ‘Toxic’ Organizational Cultures
  • Establishing Appropriate Organisational Values and Behaviours
  • Utilising Alternative Dispute Resolution (ADR) Strategies
  • Conflict Management: Synergistic Advantage for Your Organisation
  • Making Your Organization a Desirable Place to Work
  • Summary and Next Steps
  • On successful completion of this training course, GLOMACS Certificate will be awarded to the delegates
  • Continuing Professional Education credits (CPE) : In accordance with the standards of the National Registry of CPE Sponsor, one CPE credit is granted per 50 minutes of attendance
Providers and Associations

Endorsed Education Provider

  • Quality Logo

GLOMACS is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website:

In Association With



Our collaboration with Petroknowledge aims to provide the best training services and benefits for our valued clients

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Oxford Management Centre

Oxford Management Centre

A GLOMACS - Oxford Management Centre collaboration aimed at providing the best training services and benefits to our valued clients.

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KC Academy

KC Academy

Our collaboration with KC Academy aims to provide the best training services and benefits for our valued clients


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