Most workplace conflict has little to do with the actual task at hand, it comes from how people communicate, or fail to. A brilliant strategy can fall apart because two departments cannot agree on how to talk to each other, while an ordinary plan can succeed simply because the people executing it trust and understand one another.

This training course from the Arab British Fellowship Training Academy is built around that reality. Participants develop the interpersonal skills that hold teams together, active listening, conflict resolution, emotional intelligence and constructive feedback, so that communication becomes a strength rather than a source of friction.

Who Should Attend?

• Managers and owners of government and private companies.
• Managers of departments and branches within companies.
• Employees working in external communication roles.
• Staff involved in internal coordination and cross-team communication.

Objectives

• Apply active listening and understand different communication styles.
• Recognise different personality and behavioural patterns and adapt your approach accordingly.
• Resolve workplace conflict constructively instead of letting it escalate.
• Build trust and strengthen communication within and across teams.
• Use ethical influence, persuasion and negotiation in everyday situations.
• Give and receive feedback in a way that improves performance.

Module 1: Why How You Communicate Matters More Than What You Say

• Types of communication: verbal, written and non-verbal.
• Active listening as the foundation of every strong relationship.
• Practical ways to sharpen your listening skills.

Module 2: Reading People Before You Respond

• Recognising different personality types at work.
• Adjusting your approach to match each type.
• Avoiding the most common misreadings of colleagues.

Module 3: Turning Conflict into Progress

• What actually causes workplace conflict.
• Resolving disagreements without damaging the relationship.
• Communication techniques for tense situations.

Module 4: Building Trust Across Teams

• Trust and respect as the basis of lasting relationships.
• Strengthening communication within and between teams.
• Motivating colleagues toward shared goals.

Module 5: The Power of Influence and Persuasion

• Ethical principles of influence at work.
• Building arguments that actually convince people.
• Using influence to serve organisational goals, not just personal ones.

Module 6: Emotional Intelligence as a Workplace Skill

• What emotional intelligence looks like in practice.
• Its effect on everyday professional relationships.
• Practical strategies to develop it over time.

Module 7: Negotiating Everyday Workplace Situations

• Principles of effective, fair negotiation.
• Reaching win-win outcomes with colleagues.
• Adapting negotiation style to different workplace environments.

Module 8: Giving and Receiving Feedback Well

• Why feedback is essential to performance improvement.
• Delivering feedback in a positive, constructive way.
• Receiving feedback without becoming defensive.