Conflict Management and Emotional Intelligence at Work

Workplace conflict usually starts small: a missed handover, a sharp email, unclear roles or competition for resources. It grows when people avoid the conversation, react under stress, or assume bad intent. Managers often step in late, take sides or impose a solution that does not last. The cost appears as delayed work, poor collaboration between departments, complaints and loss of good staff.

This programme starts with the individual and moves outwards. It builds self-awareness and self-management of emotions and stress, then develops the skills to understand others, choose a suitable conflict style, hold difficult conversations, negotiate agreements based on interests, and, for those who lead teams, mediate between others and prevent recurring conflict.

Built on recognised practice. The programme references widely used emotional intelligence models, including the Goleman framework of self-awareness, self-management, social awareness and relationship management; the Thomas-Kilmann conflict modes; interest-based negotiation principles developed at the Harvard Program on Negotiation; and established approaches to stress and resilience. Tools are used for reflection and practice, not as psychological assessment.

What this changes in practice. Participants recognise conflict earlier, manage their own reactions under pressure, choose the right approach for the situation, and raise difficult issues in a way that protects relationships. Team leaders gain a simple process to mediate disputes and set team agreements that reduce repeat conflict.

How it is delivered. Twenty hours across five sessions, built around realistic workplace scenarios such as a dispute between two departments over priorities, a colleague who misses commitments and a tense exchange with a senior stakeholder. Participants use self-reflection exercises, practise conversations in role plays with structured feedback and prepare a personal development plan.

In-house option. For organisations, the programme can be tailored to your own values, team structures and typical conflict situations, and delivered to intact teams or to managers who need to handle conflict within their units.

Who Should Attend

Team leaders and supervisors who manage relationships and disagreements within their teams

Professionals and specialists who work across departments and with internal or external stakeholders

Newly appointed managers building their people management skills

HR and employee relations staff supporting managers with workplace conflict

Customer-facing staff who handle tense or emotional situations

Objectives

Describe the components of emotional intelligence and assess their own strengths and development areas

Recognise their emotional triggers and apply techniques to stay calm under pressure

Apply practical methods to manage stress and build resilience at work

Identify different behavioural and communication styles and adapt their approach

Diagnose the sources and stages of a workplace conflict

Select an appropriate conflict handling style for a given situation

Plan and hold a difficult conversation using a structured approach

Negotiate agreements that address the interests of both parties

Facilitate a simple mediation between colleagues or team members

Prepare a personal action plan for applying emotional intelligence and conflict skills

Course Outline

Emotional Intelligence: Understanding and Managing Yourself

What emotional intelligence is and why it matters at work
Self-awareness: emotions, triggers and personal patterns
Self-management: impulse control, adaptability and composure
Self-reflection exercises to identify strengths and development areas
Emotional intelligence in leadership and teamwork

Stress, Pressure and Resilience

How stress affects judgement, communication and relationships
Recognising early signs of stress in yourself and others
Practical techniques for managing pressure and workload
Building personal resilience and recovery habits
Managing digital overload and constant availability

Understanding Others and the Nature of Conflict

Social awareness: empathy and reading others' needs
Behavioural and communication styles
Sources of workplace conflict: goals, roles, resources, values and communication
How conflict escalates and the cost of avoidance
Conflict handling modes and when each fits
Cultural and generational differences in multinational teams

Handling Conflict: Difficult Conversations and Negotiation

Preparing for a difficult conversation
Assertive communication and giving feedback without blame
Active listening and reframing
Interest-based negotiation: separating people from the problem and creating options
Reaching agreements and confirming commitments
Conflict in virtual and email communication

Leading Through Conflict: Relationships and Teams

Relationship management and building trust
The manager's role in team conflict
A simple mediation process for colleagues in dispute
Team agreements and norms that prevent recurring conflict
Knowing when to escalate to HR or formal procedures
Personal development plan

Competencies

Emotional self-awareness and self-management

Stress management and resilience

Empathy and understanding behavioural styles

Conflict diagnosis and conflict handling styles

Difficult conversations and assertive communication

Interest-based negotiation

Workplace mediation basics

Team conflict prevention

Relationship management at work

Dubai

Elite Academy can deliver its complete portfolio of professional training programs in Dubai. With a global business, aviation and services hub with excellent international accessibility, the destination suits both scheduled learning and tailored arrangements for organizations or individual professionals. As an Elite Academy training destination, Dubai provides access to our full portfolio rather than a city-specific set of specializations. The city is a global business, aviation and services hub with excellent international accessibility, creating a suitable environment for organizations developing their teams and for professionals attending independently. Upcoming scheduled courses are listed on this page, while any other Elite Academy program can also be requested for delivery in Dubai, subject to scheduling and delivery requirements. Explore the schedule or browse our training areas to find the right option.