Course Information

Conflict Resolution Skills

Equip participants to identify causes, select appropriate strategies and facilitate dialogue to resolve disagreements and conflicts collaboratively.

Facilitator guiding communication skills for corporate management teams

Faculty presentation in a training class

Learners participating in training activities

Discussion in a corporate training program

Overview of an in-house corporate training class

Facilitator guiding learners through practice

Group photo of learners at the end of the course

Table of Contents

Course Overview
Training Objectives
Target Participants
Course Content
Training Methodology
Class Information
Learning Materials & Certification
Faculty Team
Masterskills Profile
Representative Clients

1. Course Overview

Conflict may arise from differences in goals, roles, resources, working methods or communication styles. If avoided or handled emotionally, conflict can damage relationships and work results.

The course helps participants analyze the nature of conflict, recognize personal response styles and select appropriate strategies for different situations.

Participants practice emotional control, questioning, interest clarification and collaborative solution building.

2. Training Objectives

Analyze causes, severity and stakeholders in a conflict situation.
Identify personal conflict-handling style and select appropriate strategies.
Control emotions, wording and behavior in tense dialogue.
Use listening, questions and interest clarification to reduce confrontation.
Build agreements and action plans that maintain collaborative relationships.

3. Target Participants

Leaders and managersHandle conflicts within teams or between departments.
Team leaders and supervisorsResolve disagreements during execution.
HR, employee relations and HRBP professionalsSupport dialogue, mediation and working relationships.
Project and cross-functional personnelWork in environments with diverse goals and interests.

4. Course Content

The program combines core concepts, practical tools, scenario discussion and guided exercises to support application in daily work.

PART 01 Understanding Conflict

Concept of disagreement and conflict in the workplace.
Difference among disagreement, tension and conflict.
Common causes of team conflict.
Positive and negative impacts of conflict.
Levels of conflict escalation.
Mindset of resolution instead of avoidance.

PART 02 Conflict-Handling Styles

Understand five conflict-handling styles.
Recognize avoidance, competition and compromise.
Analyze collaboration and accommodation.
Assess personal style under pressure.
Choose a response based on context.
Apply a simplified Thomas-Kilmann model.

PART 03 Emotional Control and Dialogue

Recognize emotions before reacting.
Control voice and body language.
Listen actively when views differ.
Ask clarifying questions instead of judging.
Express needs using “I” messages.
Pause when emotions escalate.

PART 04 Collaborative Problem Solving

Identify the core issue to resolve.
Collect information from stakeholders.
Separate facts from emotions and assumptions.
Find common ground and shared interests.
Propose mutually acceptable options.
Agree on actions, responsibilities and deadlines.

PART 05 Interest-Based Negotiation and Mediation

Translate positions into real interests.
Create options rather than force decisions.
Negotiate based on win-win principles.
Use a third party when mediation is needed.
Manage power and perceptions of fairness.
Provide feedback when the other party is defensive.

PART 06 Preventing Repeated Conflict

Establish team coordination rules.
Clarify roles, responsibilities and authority.
Communicate expectations before problems emerge.
Give early feedback to prevent accumulated disagreement.
Build a culture of respecting differences.
Follow up on commitments after resolution.

5. Training Methodology

Classes are conducted in small groups with a learner-centered approach. The facilitator provides concise input, then guides discussion, scenario practice, feedback and debriefing so participants can convert knowledge into applicable workplace behavior.

Group Discussion Individual Exercises Group Presentations Brainstorming Techniques Facilitated Practice Experiential Projects In-Class Activities Role-Play Activities Class Presentations

6. Class Information

Expected Opening Date	Schedule	Time	Location	Tuition Fee	Register
To be updated	Saturday – Sunday	08:30 – 16:30	Ho Chi Minh City	VND 4,500,000	Register
To be updated	Monday – Thursday	18:00 – 21:30	Hanoi	VND 4,500,000	Register

10% discount for registration at least 15 days in advance, groups of three or more learners, or loyal clients.Reserve a Seat

Note: The opening schedule above is tentative and may be adjusted depending on registration numbers, class organization conditions and the actual training plan. Masterskills will confirm the official schedule with learners before the start date.

Duration: 2 days / 4 sessions; maximum 35 learners per class.
Ho Chi Minh City: 224 Dien Bien Phu Street, Ban Co Ward, Ho Chi Minh City.
Hanoi: 51 Le Dai Hanh Street, Hai Ba Trung Ward, Hanoi.
In-house corporate training: Delivered at the client’s office or factory; quotation depends on design scope, location and class size.
Additional costs: Trainer travel and accommodation costs are determined according to the delivery location, if applicable.

7. Learning Materials & Certification

Learners receive copyrighted course materials developed by Masterskills, practice handouts, self-assessment forms and reference materials closely aligned with business situations.

Copyrighted Course MaterialsStandardized content updated according to course objectives.

Practice ToolsChecklists, handouts, feedback templates and personal action plans.Explore Toolkits

Certificate of Completion

Learners who meet attendance and practice requirements receive a Masterskills certificate of completion.

8. Faculty Team

Masterskills faculty and experts have practical management, consulting and training experience in fields aligned with the program content.

TS. Thai Tri Dung - Chuyen gia managers human resources & tam ly behaviors

Dr. Thai Tri Dung

Human resource management and behavioral psychology expert. Leadership, managerial psychology, negotiation, culture and organizational behavior.

MBA. Paul Huynh

Leadership and capability development expert. Management skills, critical thinking, execution leadership and coaching.

View Faculty Profiles

9. Masterskills Profile

View Profile

Masterskills’ training capabilities, areas of expertise, delivery methodology and experience partnering with organizations.

Client feedback after attending a Masterskills course

Client Testimonials

“The conflict resolution skills course provides practical content, workplace-focused exercises and clear facilitation. The facilitator helps participants use appropriate tools, analyze situations and develop solutions that can be applied after the program.”

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