Conflict Management and Resolution

Conflict is a natural part of any workplace, and how we navigate it determines whether it strengthens or weakens relationships. This course equips professionals with the tools to understand, address and resolve conflicts productively. By increasing self-awareness, improving communication and applying strategic negotiation techniques, participants will leave with robust skills to manage disputes effectively and collaboratively.

In this focused session, Beth Fisher-Yoshida, Ph.D., will guide participants to reflect on their own conflict styles and those of others, analyze case studies or personal experiences to identify the positions and underlying needs of all sides of a conflict and formulate plans for how to skillfully move forward. Participants will apply the Dual Concern Model to practice balancing assertiveness and empathy in communication to confidently move forward. 

The program is suited for all leaders who want to improve their leadership efficacy through conflict resolution. The case studies will be tailored to examples of managers navigating conflict with direct-reports, but participants can bring personal dilemmas and questions to receive tailored guidance.

Core curriculum:

• Develop self-awareness regarding personal conflict styles and triggers
• Apply the Dual Concern Model to balance assertiveness and empathy in conflict resolution
• Recognize how past experiences shape current approaches to conflict
• Utilize active listening and effective questioning techniques to foster better dialogue
• Differentiate between positions (surface-level demands) and needs (underlying motivations)
• Explore the five key negotiation approaches and when to apply them
• Identify strategies to move from adversarial to collaborative problem-solving

Live Online Single Session program experience

Our virtual learning experiences are highly interactive and engaging, with an emphasis on actionable insights and cutting-edge learning methodologies. Accessible from anywhere, each session focuses on a key learning objective and offers immediately applicable insights and practical takeaways. 

What to expect:

• Three hours of focused instruction and application led by an expert thought leader
• Resources to apply each day’s learning objectives to your specific challenges
• Opportunity for live question-and-answer to get insights tailored to your needs

Attendance at the virtual learning session is required to gain the maximum benefit. Live online program sessions are not recorded.

Who attends

Participants who gain the most benefit from this program are aspiring, emerging, or mid-career people leaders, managers, and individual contributors working across various sectors and industries. 

Experience level

0-10 years of professional experience

Common titles and roles of participants

• Team Leader
• Project Manager
• Assistant/Associate Director
• Program Supervisor
• Business Manager
• Chief of Staff

Program contact

Amanda Wygant
awygant@smith.edu
+1-413-585-7402

About the Instructor

Beth Fisher-Yoshida, Ph.D. Program Director, M.S. in Negotiation and Conflict Resolution; Professor of Practice

As Professor of Professional Practice, Beth Fisher-Yoshida, Ph.D. leads classes in negotiation, conflict resolution, and conflict analysis. Her approach to learning is based on her core belief that when we improve communication by developing more self-awareness, we will have better relationships and improved negotiation practices.

Dr. Fisher-Yoshida is Co-Executive Director of the Advanced Consortium on Cooperation, Conflict and Complexity (AC4) and Director of the Youth, Peace, and Society (YPS) program, both housed in the Climate School / Earth Institute at Columbia University.

Dr. Fisher-Yoshida focuses on leading organizations through change by improving communication and creating shared goals and practices to align with the organization’s mission and vision. She works globally with clients and speaks conversational Japanese having lived and worked in Japan for 13 years.