Online Workshop on Conflict Management

4 half-days, from 12 to 17 November 2020

Conflicts are part of the daily life and work in any organisation. They often have negative consequences, such as losing trust, breaking up relationships and making cooperation impossible. However, conflicts also reveal things that have gone out of balance. Learning how to manage them will allow you to clarify and to straighten up things that had become twisted.

Designed for:

  • newly appointed team leaders
  • team leaders with a few years work experience
  • people working in HR
  • professionals having to interact, carry out projects and make decisions with various stakeholders and partners, who often come from diverse sociocultural backgrounds.

The workshop is particularly attractive for staff in the field, who may have less training opportunities than their colleagues at headquarters.

This is not a course for specialists such as mediators or ombudspersons.

Neither is it aimed at experienced senior managers and top executives, unless they have a special interest in the topic.

Pedagogical approach

Our workshop is based upon your specific needs. We will start from your own experiences and from concrete situations you have gone through. Rather than a theoretical approach, we start from analysing the practice in order to draw lessons afterwards.

Unlike many other webinars, which are mere lectures online, our workshop is based upon maximum interactivity between facilitators and participants. To avoid “Zoom fatigue”, we will also have moments of silence, reading, individual reflection and small group exchanges.


Attending this online workshop will provide you with basic skills to:

  • Distinguish various levels of conflicts and their causes
  • Establish and manage trustful relationships
  • Develop active listening skills
  • Give feedback and criticize in an assertive way
  • Distinguish direct and indirect communication styles
  • Defuse conflicts before these become damaging
  • Identify different expectations from staff members towards conflict management  
  • Discover your own conflict management style
  • Restore trust after the conflict

Draft* agenda for the main sessions

Session 1 – Thursday 12 November, 12.00-15.30 (CET)
  • Introduction
  • What is a conflict?
  • Various levels of conflicts and their causes
  • Various phases of conflicts
  • Analysis of a situation provided by participants
Session 2 – Friday 13 November, 12.00-15.30 (CET)
  • Different perceptions – different ways to address conflicts
  • Direct and indirect communication styles
  • Discovering one’s own conflict management style
  • Different expectations from staff members towards conflict management  
  • Analysis of a situation provided by participants
Session 3 – Monday 16 November, 12.00-15.30 (CET)
  • Establishing and managing trustful relationships
  • Developing active listening skills
  • Announcing bad news and managing difficult conversations
  • Analysis of a situation provided by participants
Session 4 – Tuesday 17 November, 12.00-15.30 (CET)
  • Giving and receiving feedback and criticizing in a constructive way
  • Addressing conflicts before these become damaging 
  • Restoring trust after the conflict
  • Analysis of a situation provided by participants

*As long as they are alive, and therefore changing, all programmes, itineraries, agendas and other planned events are always drafts. Their definite version will only be known when it is all over.

n.b. We propose these timings (12:00-15:30) so that participants can join the workshop at a decent working hour, whether they are located in East Asia or in Latin America.


Daniel Glinz

Daniel Glinz is a senior adviser and trainer at cinfo. His main task is to develop and coordinate the continuous training offers for partner organisations and customers, with a special focus on intercultural communication and cooperation. Having started his career as a news correspondent in East Asia, he joined the International Committee of the Red Cross ICRC as a delegate. After having spent several years in the field (Kuwait, Sri Lanka, Hong Kong, India, Colombia, Mexico and Central America) he worked in the Geneva headquarters, where he completely re-designed the on-boarding programme for the new staff. He later took the responsibility for the delivery of learning and development activities. Besides a Bachelor’s degree in sinology, he holds a Swiss Federal Certificate in Adult Learning and a MAS in Transcultural Communication.


What our clients say

Requirements for participation

  • Please make sure you have a working computer with audio and video functions, as well as a stable internet connection. You must also make sure you have access to Zoom, Google Docs and YouTube / Vimeo.
  • A certificate of attendance will be delivered by cinfo at the end of the last online meeting, provided the participants have completed their workshop evaluation form.


The workshop costs CHF 400.- per participant (CHF 300.- for the staff of Network cinfo members). It is limited to 12 participants on a first come first serve basis.

  • In order to find out your individual needs, interests and learning intentions during the workshop, we will have a preparatory conversation (max. 15 min.) with each participant.

Register now

CHF 400
Member price
CHF 300
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