An unresolved dispute between two employees, or a complaint left unanswered for too long, rarely stays contained – it drains morale, slows delivery and can escalate into a legal or reputational problem. This Workplace Conflict and Claims Resolution Programme by the Arab British Fellowship Training Academy treats conflict management as a core operational skill rather than a soft one, giving leaders, HR professionals and legal support staff the tools to resolve disputes and process claims quickly, fairly and transparently.

Participants learn how conflicts form and escalate, the negotiation and communication skills needed to de-escalate them, how to run a fair claims process, and how to build a work culture where fewer disputes happen in the first place – including those with a legal or technical dimension.

Who Should Attend?

• Leaders and executives, and Human Resources managers.
• Public relations professionals handling customer or public complaints.
• Legal support staff dealing with contract and business-obligation disputes.
• Students and researchers in business administration.

Knowledge and Benefits:

After completing the program, participants will be able to master the following:

• Identify the root causes of disputes and classify them accurately.
• Apply negotiation and effective communication skills to reach solutions satisfactory to all parties.
• Handle claims and complaints professionally, turning them into opportunities to improve performance.
• Build a work environment that encourages cooperation and reduces the likelihood of conflict.

Module 1: Understanding How Conflicts Form and Escalate

• Definitions, underlying causes and types of conflict – personal, professional, legal and technical.
• How a conflict develops from its beginning to its climax, and tools for analysing its root causes.

Module 2: Resolution Strategies, Negotiation and Communication

• Resolution methods – negotiation, mediation, arbitration and judicial arbitration.
• Negotiation strategies and techniques for dealing with difficult parties.
• Effective communication and listening skills for understanding different perspectives.

Module 3: Managing Claims and Complaints Effectively

• Identifying and analysing claims and establishing clear handling procedures.
• Submitting and receiving complaints constructively and turning them into improvement opportunities.

Module 4: Handling Legal and Technical Disputes

• Managing legal issues connected to contract and business disputes.
• Managing disputes that arise from technological or system-related issues.

Module 5: Building a Lower-Conflict Work Environment

• Strategies for improving relationships within teams and reducing the likelihood of conflict.
• Promoting integrity and respect as values that prevent disputes before they start.