Leadership Development Series


Critical Skills for Managing Conflict

Did you know…

  • Nearly 1 out of 3 employees deal with workplace conflict almost constantly?
  • Almost half of all workplace conflict is the result of personality clashes and “warring egos”?
  • Downplaying or dismissing emotions that arise is one of the worst ways to deal with conflict?
  • While most employees agree that managing conflict is an important leadership skill, only a small percentage have ever received any training on how to handle it?

Based on past experience, many of us think of conflict as entirely negative.  And it is true that when it undermines trust and morale, polarizes people, and leads to irresponsible or harmful behavior, conflict can be destructive.  But when conflict allows for the airing of different ideas, helps clarify issues, and leads to mutual understanding and respect, it can be healthy and constructive.  The fact is, whether conflict is ultimately positive or negative largely depends on how well we manage it.

In this program, you’ll learn how manage conflict effectively using the ACES method:

  1. Acknowledge the problem
  2. Control emotions
  3. Encourage dialogue
  4. State next steps

Each step of the method has a specific purpose and is designed to work in harmony with the other three.  When you face the problem head on, keep your emotions in check, engage in respectful dialogue, and get clear on next steps, you will find your ability to handle conflict improves immensely.  You will no longer fear or feel the need to avoid conflict; rather, you will possess the necessary skills to navigate disagreements, disputes, and differences with tact and confidence.

In this program, you’ll use the ACES framework to gain the necessary skills for managing conflict with diplomacy and confidence, including, and staying in dialogue when conflict gets heated.

Learning objectives:

  • Understand that how we manage conflict determines whether it is a positive or negative experience
  • Recognize why avoiding conflict is typically the worst way to manage it
  • Explain why “starting with heart” is essential to a successful resolution
  • Identify how to control your emotions under stress and defuse strong negative emotions in others
  • Exhibit the skills associated with sustaining fruitful and mutually respectful dialogue

Who should attend?

  • Team leaders or managers
  • Intact teams or individual contributors
  • New leaders looking to increase effectiveness


  • Single license for $125 per module
  • Single library license (all 5 modules) for $500
  • Multi-user license and discounts (contact us for pricing)
  • Custom branded with your logo and custom content (contact us for pricing)

Contact us to purchase: LDS@Brookwood.com

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