Two ways to take this course
In-house for Your Team
Tailored to your cases, at your premises or ours. It is an HRD Corp Claimable Course (SBL-KHAS).
Get a QuoteAlso available as private 1-to-1 coaching. Ask about coaching
Also available live online on MS Teams or Zoom.
What you will be able to do
- Apply workplace communication skills that reduce legal risk
- Recognise when conflict should be escalated formally
- Understand the legal framework around employee rights and grievances
- Handle conflict resolution and documentation compliant with Malaysian labour law
Who should attend
HR personnel, department heads, managers, executives and those handling legal affairs. Participants learn to recognise workplace conflict, communicate assertively, and handle conflict, escalation and complaints in a legally compliant way, in line with Industrial Relations standards.
Pre-requisites: SPM, diploma or degree holder
Programme by day and module
Day 1
9.00am to 12.30pm
Module 1 · Understanding Workplace Conflict and Principles of Effective Communication
Participants learn to identify types of workplace conflict, understand the legal risks under Malaysian labour law, spot communication breakdowns, manage the influence of bias and assumptions, and communicate responsibly with appropriate language in professional settings.
- Key concepts of conflict and communication in the workplace Lecture
- Practise communication skills to manage conflict effectively Workshop
- Apply strategies to resolve conflict through scenario-based role-play Group Activity
12.30pm to 1.30pm · Lunch break
1.30pm to 5.00pm
Module 2 · Managing Conflict With Emotional Intelligence and Effective Communication Styles
Participants learn to manage emotions, handle workplace conflict professionally, tell assertive from aggressive communication, and apply legally sound strategies to prevent harassment and keep dialogue respectful.
- Emotional intelligence and the legal aspects of communication Lecture
- Practise managing emotions and using assertive communication Workshop
- Role-play assertive responses to workplace conflict scenarios Group Activity
Day 2
9.00am to 12.30pm
Module 3 · Resolving Conflict Through Practical Strategies and Communication Tools
Participants learn to resolve workplace conflict collaboratively, know when to escalate formally, document communication and feedback correctly, apply the DESC model to de-escalate situations, and handle complaints in line with Industrial Relations standards.
- Conflict resolution, escalation and documentation aligned with HR standards Lecture
- The DESC model and proper feedback documentation through scenarios Workshop
- Role-plays to apply resolution, escalation and documentation skills Group Activity
12.30pm to 1.30pm · Lunch break
1.30pm to 5.00pm
Module 4 · Mediation and Compliant Communication in Conflict Resolution
Participants learn to choose between informal and formal dispute resolution, understand the roles of HR, managers and legal advisers, manage grievances, encourage respectful communication to prevent toxic behaviour, and uphold compliance through clear HR policies and whistleblower protection.
- Resolution methods, stakeholder roles and compliance policies Lecture
- Grievance handling and policy application through case studies Workshop
- Role-play conflict resolution with escalation and communication strategies Group Activity
How the course runs
Before
Training Needs Survey
During
Training: practice on your own work
After
- Learning Assessment
- Post-Training Implementation Plan
- Course Evaluation (TEE)
- Certificate
What Is Included
- Course handbook for every participant
- Workshop activities, guided and coached by the trainer
- An assessment test at the end of each module
- Your contribution and reflection in the group activities are evaluated
- HRD Corp Training Effectiveness Evaluation (TEE) feedback after the course
Certificate
- Certificate of Attendance: for every participant who attends at least 75% of the course and scores below 50% in the assessment.
- Certificate of Achievement: for participants who attend at least 75% of the course and score 50% to 79% in the assessment.
- Certificate of Competency: for participants who attend at least 75% of the course and pass 80% of the assessment.
Trainers
Fees and HRD Corp funding
- Public class: RM 3,500 per person
- In-house and group fees: quoted for your team size and dates.
Employers registered with HRD Corp can claim this course against their levy. How claiming works
Frequently asked questions
Who should attend Conflict Resolution and Communication Skills?
HR personnel, department heads, managers, executives and those handling legal affairs. Participants should hold SPM, a diploma or a degree.
How long is the course?
2 days (14 hours), 9.00am to 5.00pm each day, with a lunch break from 12.30pm to 1.30pm.
Is this course an HRD Corp Claimable Course (SBL-KHAS)?
Yes. It is an HRD Corp Claimable Course (SBL-KHAS). Employers registered with HRD Corp can claim it against their levy.
Can we run it in-house or online?
Yes. You can run it in-house at your premises or ours, join a public class in Petaling Jaya, take it as private 1-to-1 coaching, or attend live online on MS Teams or Zoom.
How much does the public class cost?
RM 3,500 per person. In-house fees are quoted for your team size and dates.
What certificate do participants receive?
Every participant who attends at least 75% of the course gets a certificate. The assessment score sets the certificate: Certificate of Attendance (below 50%), Certificate of Achievement (50% to 79%) or Certificate of Competency (pass 80% of the assessment).
Next public class: 25–26 Nov 2026 Next public class: 30 Nov – 1 Dec 2026 Next public class: 18–19 Nov 2026Related work tips
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Get a Quote
Tell us your team size, preferred month and location, and we will send a quotation.