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Negotiation and Conflict Management - Art and Science

Understand the theory behind disputes and conflicts. Learn the art and science of negotiation and applying our SPE2 process to effectively resolve disputes and conflicts.

Duration: Classroom - 2 Days | Virtual - 4 days
Why Take This Course:

We often find ourselves in conflict situations in projects, meetings, discussions, etc. where others may not align with our ideas, solutions and preferences. The causes of conflict in projects are often related to differences in values, attitudes, needs, expectations, perceptions, resources, and personalities.  Improving skills in dealing with conflict can assist project managers and business analysts to handle and effectively resolve these conflicts leading to more productive projects.

We realize that in some of those situations, the behaviors that we exhibit are not appropriate. Yet we go ahead with our decision driven by our emotions, interests, inclination and fear of developing an adverse relationship.

What if we can put a structured and objective approach to manage such situations? Would it be possible to develop a “success” methodology that can likely be repeated across situations?

This course explores conflict management within the context of projects and other work environments.  It covers the understanding of conflict and conflict management, conflict management styles, and how to use the SPE2 process for negotiation as a means to conflict and dispute resolution.  Participants will also learn to leverage their current competencies in conflict management and gain insight into how to better manage themselves, their emotions, and their relationships with others in order to be prepared for complex and difficult conflict situations.

Learn How To:

The program will help you practically learn and apply the following areas:

  • Formulate discussion strategies based on objectives, context and information available
  • Understand different types of negotiations, other alternatives available and the pros and cons of each alternative
  • Determine the underlying interests beyond the position of the other party
  • Increase your power or weaken the other party’s power in a negotiation discussion
  • Apply psychological tools in a discussion to arrive at the right decision
  • Understand ethical and cross-cultural considerations
  • Evaluate your performance on a completed negotiation

Purpose / need and the objective of negotiation

  • Why do we negotiate?
  • What is a good vs. great negotiation?
  • Should you negotiate on all circumstances? What other options exist if not negotiation?
  • Developing a structured approach to negotiation


  • Determine whether to negotiate or not to negotiate
  • Determine the target objectives: Dispute or new deal?
  • Two types of negotiation: position based and interest based
  • Which type of negotiation to adopt?


  • Determine your power in the negotiation
  • What is BATNA?
  • Understand your needs, issues and interests
  • Identifying and evaluating negotiation options
  • Explore opportunities that could change the other party’s position
  • Determine the zone of potential agreement
  • Using an agent for negotiation


  • Techniques that can be applied in a negotiation
    • Expanding the pie
    • Looking from the other side
    • Looking at the big picture
    • Reciprocity principle
    • Contrast principle
  • Dealing with agents
  • Ethical considerations
  • Cross cultural considerations


  • Evaluating the performance
  • Lessons learnt
  • Determine what technique(s) were used
  • Identify where in the bargaining range was the deal closed
  • Retrospection on what went well how it could have been improved

Overview on other resolution techniques

  • Alternative dispute resolution
  • Conflict management techniques

To help assimilate the tools and techniques learned, there is a mixture of various kinds of exercises throughout the course. A lively role play and case study help reinforce concepts learned. Be prepared for a high level of participation. Each participant will receive a comprehensive student guide complete with examples and workshop solutions.

Who Should Attend:

All types of professionals – project managers, business analysts, consultants, business operations, sales and procurement staff managing client relationships, working with vendors and overseeing / managing execution.

Prerequisites: Professionals who have prior experience in client relationship management, working with vendors, project managers, team members.

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