How to avoid conflict and build good relationships in business – acquiring problem solving skills

Training process

Training needs analysis

If you have specific requirements regarding the training programme, we will carry out a training needs analysis for you. This will guide us on which aspects of the programme should receive greater emphasis, so that the training programme meets your specific needs.

What will you gain?

Stronger rapport from the start - You will learn how to build rapport quickly, make a strong first impression, and adapt your communication style so people trust you sooner and cooperate with you more willingly.

Less tension in difficult talks - You will recognize your own emotions and the other person's during conflict, then use practical techniques to reduce tension, stay composed, and avoid escalating workplace disputes.

Clearer messages and needs - You will learn to speak assertively, express your needs without aggression, and frame problems in a way that increases the chance of respect, understanding, and a useful response.

More effective conflict resolution - You will practice a win-win approach, a needs-conflict checklist, and the Transformative Communication model, helping you reach agreement without threats, pressure, or punishment.

Better empathy and listening - You will master reflective listening, sharper questioning, and language that helps name emotions, so you can understand the other person's intent and get to the real issue faster.

Creative problem solving - You will use creative thinking methods, brainstorming, and encouragement techniques that help others explore fresh options, so you can move discussions from friction to solutions.

Stronger negotiations without manipulation - You will learn to negotiate around both sides' needs, create conditions for mutual agreement, and spot manipulation early, so your conversations become more confident and effective.

Better teamwork and cooperation - You will understand how to support openness, respect, and mediation in your organization, and how to run meetings aimed at agreement that improve everyday business relationships.

Training programme

1. The Concept of Transforming Communication

matching and building rapport with other people,
expanding the possibilities of others in overcoming their own difficulties and achieving results,
making others respect Your needs and cooperate with You,
solving problems concerning conflicts in organizations and with clients and family members without the use of threats and punishments.

2. Basic communication skills

building good rapport with others,
principles of making a first impression,
setting an Anchor,
principles of defining a goal so that it is motivating (including the SMART model),
constructing sentences that have an impact on a good relationship with others,
who has the problem?

3. Managing emotions in conflict situations

recognizing one's own and others' emotions during conflict.
techniques for coping with emotions in difficult situations.
building empathy and understanding in business relationships.

4. Creative approach to problem solving

creative thinking techniques in resolving conflicts and business problems.
encourager: effectively encouraging others to seek innovative solutions.
using brainstorming to generate ideas and solutions.

5. Building an organizational culture conducive to conflict resolution

the importance of organizational culture in conflict management.
creating openness, respect, and cooperation in the team.
conflict management practices at the organizational level: conflict policy, mediation and arbitration mechanisms.

6. Case analysis and case studies

analysis of real conflict situations from business life.
discussion and drawing conclusions from cases related to problem solving and relationship building in business.

7. The ability to help others solve a problem

phrases expressing emotional states according to the sensory system,
reflective listening in theory and practice,
the roles of the Rescuer, Victim, Persecutor,
communication barriers,
types of questions – application in practice,
motivational interviewing and RESOLVE,
the Maori model,
finding solutions,
4 types of learning according to the Abraham Maslow Model.

8. Ability to solve one's own problems

assertiveness or submissiveness,
anger as a signal,
Volcano model,
assertively expressing needs,
building constructive messages,
Two Steps method.

9. Conflict Resolution Skills

3 types of conflicts,
win-win thinking,
checklist for resolving needs conflicts,
resolving conflicts using the win-win method,
strength/power,
win/lose and win/win approach,
Transformative Communication model,
application of the model in relationships with children,
application of the model in the context of relationships with superiors,
consulting values,
influencing others,
supporting the group in reaching agreement – constructing the meeting and applying the WIN-WIN method.

10. Techniques of effective negotiating

principles of negotiation based on understanding the needs of both parties.
techniques for creating conditions conducive to mutual agreement.
recognizing and dealing with manipulation during negotiations.

What are the prerequisites for participating in the training?

Basic workplace experience - You should have some real experience with workplace communication, teamwork, or client contact so you can easily connect the training tools to situations you actually face.

Willingness to examine your reactions - You should be ready to look at your emotions, speaking habits, and behavior in tense situations, because the training relies on reflecting on your own communication style.

Basic business conversation skills - You should be comfortable handling simple work conversations, asking questions, and explaining your position, because the training develops these skills in conflict situations.

Openness to practical exercises - You should be willing to take part in exercises, case analysis, and conversation simulations, because this is how you will practice problem solving and relationship-building tools.