Conflict Resolution with Emotional Intelligence

How can you become more skilled at resolving conflict?

Conflict occurs all the time and is successfully resolved using emotional intelligence.

  • Recognise why conflict is to be expected and is a part of healthy relationships

  • Explain how emotional responses differentiate from rational responses in conflict

  • Compare and contrast the various modes that can be used in conflict resolution

  • Develop strategies for dealing with conflict and have some ideas about how to resolve difficulties

  • Discover how emotional intelligence is used build emotional bonds and resolve conflict

Grow your communication skills to resolve conflict and develop emotional intelligence

Conflict and disagreements are a natural part of everyday life as there is not enough of what everyone wants to go around.  Conflict occurs over money, goods, services, power, possessions, time, and much more.

If something exists and more than one person wants or needs it, there is a potential for conflict to occur.

Conflict occurs all the time - at home, at work, between individuals, in teams, in groups, in tribes and between nations.  Where there are people, there is conflict.  This is underpinned by how people are using their emotional intelligence.

Some disagreement and conflict is inevitable as this where learning, creativity, and understanding occurs. It is not that conflict occurs that is the issue, it is how it is managed.

This course is about proactively working together with others in ways that will help you to communicate more efficiently as you work with them to understand and work with differences that lead to conflict. In addition, the skills, processes and tools taught in this course can bring value to other aspects of your life.

Negotiating and resolving conflict requires good use of emotional intelligence - your ability to balance your emotional needs with your thinking.  Managing conflict involves using skills such as rapport, empathy and listening.

Conflict modes and styles are reviewed looking at the strengths and liabilities of each. You get the chance to complete a questionnaire that will give you an insight to the mode / style that you prefer to use in conflict situations.  Completing this practical activity will enable you to identify ways to reframe and defuse conflict, creating more productive outcomes and results.

The course, also, covers flexibility and how you use behavioural preferences around working with time.  Your flexibility and adaptability underpins how you work with change and can have a profound impact on others that could lead to conflict.

Conflict Resolution with Emotional Intelligence

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Course curriculum

  • 1

    Introduction to the Course

  • 2

    What is Conflict?

  • 3


    • Assertiveness in Conflict - Learning Outcomes

    • Everyone's Rights and Responsibilities

    • Barriers to Assertiveness

    • The Choices of Behaviour

    • Aggressive Behaviour

    • Passive Behaviour

    • Assertive Behaviour

    • Booklet: Recognising Aggressive, Passive and Assertive Behaviours

    • Passive-Aggressive Behaviour

    • Assertiveness Methods and Techniques

    • Ways To Say "No" and Not Feel Guilty

    • Poster: Ways to Say "No"

    • The Rules of Assertiveness

    • Review of this Assertiveness Module

    • Practical Activity - The Rules of Assertiveness

  • 4

    Toxic Situations

    • Toxic Situations - Learning Outcomes

    • Toxic Situations - Caustic Opener and Mind Reading

    • Toxic Situations - Everyone, Forever and That's You All Over

    • Toxic Situations - The Blame Game and Exaggerate? Me?

    • Toxic Situations - You Say "Tomato" and Yesterday's Hangover

    • Toxic Situations - What I Mean, Not What I Say and Irreconcilable Differences

    • Further Methods for Resolving Toxic Situations

    • Toxic Situations - Learning Review

    • Practical Activity: Toxic Situations

    • Toxic Situations Case Studies Quiz

  • 5

    Emotional Intelligence and Conflict

    • The Emotional Intelligence Cycle

    • Components of Communication

    • Responses to Emotional Events

    • How Emotions Escalate in Conflict

    • Managing Emotions

    • The Cycle of Behaviour

    • Managing Fight and Flight Behaviour

    • Tips to Prevent a Freeze Response

    • Ideal Behaviour for Ideal Interactions

  • 6

    The Chimp Paradox

    • The Chimp Paradox

    • One Minute Observation Test

    • The Brain and The Chimp Paradox

    • The Basic Anatomy of the Brain

    • What Basically Drives the Chimp

    • How the Chimp Works

    • The Computer

    • Emotions and Higher Order State

    • Practical Activity: The Chimp Paradox

  • 7

    The Modes of Conflict

    • Ways of Working with Conflict and Introducing the Thomas Kilmann Assessment

    • Practical Activity: The Thomas-Kilmann Conflict Mode Assessment

    • The Thomas Kilmann Conflict Mode Model

    • The Compromising Conflict Management Mode

    • Questions to Ask - Compromising

    • The Competing Conflict Management Mode

    • Questions to Ask - Competing

    • The Collaborating Conflict Management Mode

    • Questions to Ask - Collaborating

    • The Avoiding Conflict Management Mode

    • Questions to Ask - Avoiding

    • The Accommodating Conflict Management Mode

    • Questions to Ask - Accommodating

    • Some Basic Skills in Conflict Resolution

  • 8


    • Flexibility and Conflict - Learning Outcomes

    • The Preferences that Influence Flexibility

    • Planning and Spontaneous Types

    • How to be More Flexible

    • Working with Change

    • Flexibility and Conflict - Review

    • Practical Activity: Assess your Flexibility

  • 9

    Ways to Resolve Conflict

    • The Agreement Box - The All Important Area of Agreement

    • The Use of Words

    • Considering Inflection and Intonation in Your Spoken Communication

    • Working with Third Party Intervention When it Becomes Necessary

    • Some Wisdom and Takeaways around Conflict

    • Resolving Conflict with Emotional Intelligence Learning Review

Critical Thinking with Emotional Intelligence

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