#1 On completing this Conflict Management course the learner will be able to:

• Working with difficult people
• Turning arguments into discussions
• Defusing blame
• Dealing with strong feelings
• Delivering bad news
• Feeding the solution not the problem
• Choosing appropriate conflict
• Creating win-win: achieving resolution

#2 Venue or class requirement

• Venue/classroom suitable for trainings and working groups (Acoustics in the training room)
• Data projector and computer set-up for PowerPoint or other presentation software
• Projection screen
• Flipcharts
• Internet link