Conflict Resolution and Communication Skills Training Course

Description

This post is also available in: Melayu

Conflict Resolution and Communication Skills Training Course Description

In this course, participants will learn how to understand employee rights, misconduct and grievances.

• Handle conflict resolution and documentation in compliance with Malaysian labour laws.
• Apply workplace communication skills and recognise when conflict should be escalated formally.

Participants will learn to recognise workplace conflict, apply relevant legal knowledge, improve communication, manage bias and uphold professional responsibility.

Participants will learn practical conflict resolution, escalation, documentation, de-escalation using the DESC model and complaint handling aligned with Industrial Relations standards.

Participants will learn to navigate dispute resolution options, understand key roles, manage grievances, promote respectful communication and ensure compliance through HR policies and protections.

This is a HRD Corp Claimable course.  This training course is part of the people management training courses offered by Kognifi. WhatsApp Kognifi Customer Service: +6011-6353 3599  

Conflict Resolution and Communication Skills Training Course Objectives

• How to apply workplace communication skills that reduce legal risk
• How to recognise when conflict should be escalated formally
• How to understand the legal framework around employee rights, misconduct and grievances
• How to handle conflict resolution and documentation in compliance with Malaysian labour laws

Conflict Resolution and Communication Skills Training Course Outcomes

• Able to apply workplace communication skills that reduce legal risk
• Able to recognise when conflict should be escalated formally
• Able to understand the legal framework around employee rights, misconduct and grievances
• Able to handle conflict resolution and documentation in compliance with Malaysian labour laws

Conflict Resolution and Communication Skills Training Course Contents

Through lectures and group activities, participants will learn to manage conflict with emotional control, use assertive communication and uphold respectful, legally compliant workplace interactions.

Module 1 · Understanding Workplace Conflict and Principles of Effective Communication

In this course, participants will learn how 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 and communicate responsibly by using appropriate language in professional settings.

Topics Covered:

• Types of workplace conflict: individual, team, organisational.
• Legal implications and Malaysian Employment Law overview, including wrongful and constructive dismissal
• Verbal and non-verbal communication breakdowns
• Perception, bias, assumptions, and active listening skills
• Duty of care and avoiding discriminatory, harassing or defamatory language in communication

Activities:

1. Learn key concepts of conflict and communication in the workplace · Lecture
2. Practice communication skills to manage conflict effectively · Workshop
3. Apply strategies to resolve conflict through scenario-based role-play · Group Activity

Module 2 · Managing Conflict with Emotional Intelligence and Effective Communication Styles

Participants will learn to manage emotions, handle workplace conflict professionally, distinguish between assertive and aggressive communication and apply legally sound strategies to prevent harassment and maintain respectful dialogue.

Topics Covered:

• Managing emotions and recognising personal emotional triggers in the workplace
• Identifying and addressing emotional harassment and bullying, regarding case law and best practices
• Handling emotionally charged situations while maintaining compliance with workplace policies
• Understanding communication styles and the legal impact of assertive vs. aggressive behaviour
• Applying assertiveness techniques and reframing aggressive language to reduce conflict and legal risk

Activities:

1. Learn about emotional intelligence and legal aspects of communication · Lecture
2. Practice managing emotions and using assertive communication · Workshop
3. Role-play assertive responses to workplace conflict scenarios · Group Activity

Module 3 · Resolving Conflict Through Practical Strategies and Communication Tools

Participants will learn how to resolve workplace conflicts collaboratively, when to escalate issues formally, how to document communication and feedback correctly, apply the DESC model to de-escalate situations and handle complaints in line with Industrial Relations standards.

Topics Covered:

• Collaborative approaches to resolution and identifying when informal resolution is insufficient
• When to escalate issues to HR/formal grievance processes and the importance of documented communication and investigation
• DESC model and conflict de-escalation
• Giving feedback and how to document feedback or warnings correctly (to avoid future legal challenges)
• Handling complaints and defending decisions in line with Industrial Relations standards

Activities:

1. Conflict resolution, escalation and documentation aligned with HR standards · Lecture
2. DESC model and proper feedback documentation through scenarios · Workshop
3. Role-plays to apply resolution, escalation and documentation skills · Group Activity

Module 4 · Mediation and Compliant Communication In Conflict Resolution

In this module, participants will learn to choose between informal and formal dispute resolution, grasp the roles of HR, managers and legal advisors, manage grievances, cultivate respectful communication to avert toxic behaviours and uphold compliance through clear HR policies and whistleblower protections.

Topics Covered:

• Understand the differences between informal and formal dispute resolution, including when each is appropriate
• Clarify the roles of HR, managers, and legal advisors in conflict resolution and compliance
• Distinguish between internal grievance handling and the formal domestic inquiry process
• Promote respectful communication as part of the organisation’s core values to prevent toxic behaviours
• Ensure compliance through clear HR policies, whistleblower protection, and structured reporting channels

Activities:

1. Covers resolution methods, stakeholder roles, and compliance policies.· Lecture
2. Practices grievance handling and policy application through case studies · Workshop
3. Role-plays conflict resolution with escalation and communication strategies · Group Activity

Learning Paths

• Learning Path: People Management
• Learning Program: Leadership

Recommended People Management Training Courses

• Leadership Training Course
• Business Communication Skills Training Course
• Human Resources Training Course
• Presentation Skill Training Course
• Work Management Training Course
• The Impact of Personality in the Workplace Training Course
• Power of Business Communication Skills Training course

HRD Corp TTT Certified Trainer

The trainer for this conflict resolution and communication skills training course, Shamini Arumugam is TTT (Train The Trainer) certified by HRD Corp. Shamini Arumugam’s brings over 20 years of extensive experience spans diverse industries make her a valuable asset in leadership, HR management, and corporate compliance training.

Kognifi is an HRD Corp Training Provider

Kognifi is an approved training provider (TP) by HRD Corp. We are listed in the HRD Corp portal. You can search for Kognifi on this HRD Corp link. Kognifi is a marketing and consulting company for digital marketing services and corporate trainings in Malaysia.  Kognifi provides HRD Corp claimable training in Malaysia.  Kognifi has a list of in-house business management, sales and marketing trainings in Malaysia.

How To Order Our Training Courses

Determine the training course you want your team to attend Contact us to get the latest training course outline, pricing and schedule for one of the following types of training for your selected course.

• In-House Training
• Public Training
• It is 2 days training event from 9.00 am to 5.00 pm.

We will then send you the official quotation for the HRD Corp Levy grant application. This quotation will be digitally signed to verify that it is from Kognifi Sdn Bhd.

Contact Us for a Training Proposal