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May 2018

Promoting Peace At Work: 5 Effective Ways To Resolve Conflicts At Work

Course Information

Start Date 11 May 2018, Friday
End Date 11 May 2018, Friday
Time 09:00 am
Venue 100 Orchard Road, Hotel Concorde
Fee $580 Inclusive of 2 coffee breaks, light refreshments and buffet lunch
Contact 6822 8596
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While some of us enjoy a lively debate with colleagues and others prefer to suppress our feelings over disagreements, we all struggle with conflict at work. Every day we navigate an office full of competing interests, clashing personalities, limited time and resources, and fragile egos. Conflict, the result of individuals having differing needs and expectations, is inevitable in the workplace and our daily lives. When handled poorly, conflict in the workplace can negatively affect employees’ morale, work performance and motivation. On the other hand, conflict, when managed well, increases understanding, provides an avenue for personal growth, and enhances working relationships. Hence, resolving conflicts in the workplace is an important and challenging task of supervisors and managers, in order to foster a positive and conducive work environment.


In this one-day interactive and experiential workshop, you will learn the much require knowledge and skills to recognize, prevent and resolve challenging conflict situations in the workplace. Let renowned Psychologist Ms Joy Hou share with you practical knowledge, skills, and tools to effectively manage and prevent a wide range of conflict episodes.

Key Takeaways

Upon completion of this workshop, participants will be able to:

  • Gain a greater understanding of the causes and types of conflict
  • Learn how to use silence as a valuable communication tool
  • Learn how to de-escalate disputes, quarrels, and heated argument
  • Understand and recognize conflict situations
  • Recognize the influence of personal values on behaviour
  • Identify conflict management styles
  • Develop skills to resolve conflicts effectively
  • Manage conflict situations proactively
  • Increase self-awareness
Who Should Attend?

This is a highly applicable workshop that will assist anyone from the aspiring manager to top level management and leadership in the public, private, and nonprofit sectors. It will also be a fast favorite of professors, trainers, and students of business and conflict management.

Professionals working in Organisations, Directors, Line Managers, Supervisors, Team and Assistant Team Leaders, HR Practitioners, people who are keen to learn skills to manage conflicts when they arise.


Ms Joy Hou is a Registered Psychologist and a Full Member of the Singapore Psychological Society. She takes a special interest in the mental and emotional well-being of individuals, in particular, children and youths. Her work experience includes providing counselling for individuals who seek emotional and psychological support. She has worked in both clinical as well as non-clinical settings, including schools, voluntary welfare organizations and the Institute of Mental Health. In addition, Joy also currently conducts mental health-related talks and workshops in schools, and corporate and community organizations.

As a registered school instructor with the Ministry of Education, Joy has conducted several school assembly talks under the Health Promotion Board’s COPES programme, which aimed to help secondary school students to better manage their negative emotions.

Joy’s strength as a counsellor and facilitator is in her ability to quickly build rapport with individuals with her warmth and enthusiasm. Her passion is sharing with others is shown in her initial work as an NIE-trained teacher. Today, she shares her knowledge through corporate workshops and workplace health programmes, as well as in her capacity as an adjunct lecturer in The School of Positive Psychology, Arium School of Arts and Sciences, and at the ACC Institute of Human Services.

Joy holds a Master of Arts (Applied Psychology) from NTU and had been conferred a Bachelor of Science with Diploma in Education from NIE, NTU. She also has a Bachelor of Science (Psychology) from the University of Southern Queensland, where she received the Dean’s Commendation for Outstanding Achievement. A Certified Behavioural Consultant in the DISC profiling system, Joy has also attained a NLP Practitioner Certification from the American Board of Neuro-Linguistic Programming.

  1. Introductiona) Definition of Conflictb) The conflict cycle

    c) Misconceptions about conflict

  2. Understanding more about conflicta) Cost and benefits of conflictb) Types of conflict

    c) Causes of conflict

    d) Recognizing signs of conflict

  3. Personality stylesa) DISC personality typesb) Communication styles
  4. Types of reactions to conflicta) Avoiding Styles (Ostrich)b) Accommodating Styles (Philanthropist)

    c) Forcing Styles (Warrior)

    d) Collaborating Style (Sage)

    e) Compromising Style (Diplomat)

    f) Conflict Management self-awareness quiz

  5. Managing strong emotions in a conflict situationa) Emotional reactions in a conflict situationb) Dealing with strong emotions

    c) Self-awareness of emotional reactions

  6. Conflict resolutiona) Active listening and respondingb) Strategies to de-escalate conflicts

    c) Steps to conflict resolution

    d) Assertiveness skills

    e) Creating win-win solutions