Category: Customer Service & Professional Skills Courses
Affiliation: ICD-NSDC (Industry-Oriented Skill Training Programme)
Training Mode: Classroom Training + Interactive Workshops + Case Studies
Programme Type: Certificate / Short-Term / Diploma

Programme Overview

The Conflict Resolution & Negotiation programme is designed to equip learners with practical skills to manage workplace conflicts, handle difficult conversations, and negotiate effectively in professional and service-oriented environments.

This course focuses on communication strategies, emotional intelligence, problem-solving, and negotiation techniques, making it ideal for students, graduates, and professionals aiming to improve interpersonal effectiveness and leadership capability.

Course Duration

• Certificate / Short-Term: 3 – 6 Months
• Diploma: 6 – 12 Months

Key Learning Areas

• Understanding workplace conflicts and their causes
• Effective communication and active listening
• Conflict resolution strategies and techniques
• Negotiation principles and win-win approaches
• Emotional intelligence and relationship management

Subjects / Syllabus Covered

• Introduction to Conflict Resolution
• Types of Conflicts in the Workplace
• Communication Skills for Difficult Situations
• Problem-Solving and Decision-Making Techniques
• Negotiation Skills and Strategies
• Managing Emotions and Stress in Conflicts
• Real-World Case Studies and Role Plays

Practical Training

• Interactive role-plays and group discussions
• Negotiation simulations and exercises
• Case studies based on workplace scenarios
• Skill-building workshops on communication and empathy

Eligibility Criteria

• 12th Pass / Graduate or Equivalent
• Basic communication skills recommended
• Interest in leadership, communication, and people management

Career Opportunities

Graduates can work as:

• Team Leader / Coordinator
• Customer Relations Executive
• HR Support & Employee Relations Assistant
• Client Handling Executive
• Service Operations Coordinator

Employment Sectors

• Corporate Offices and Business Organizations
• Customer Service and Support Industries
• HR and Administration Departments
• Sales, Marketing, and Client Management
• Service and Hospitality Sectors

Why Choose This Course?

• Essential skill for leadership and people management roles
• Improves workplace communication and problem-solving ability
• Enhances negotiation confidence and professionalism
• Valuable across all industries and job roles