Course Overview
Workplace conflict is inevitable in any organisation, but in educational institutions where professional relationships, student welfare, and institutional reputation intersect, the ability to manage and resolve conflict effectively is a critical leadership competency. This intensive one-day programme equips heads of departments, academic managers, and senior administrators with evidence-based strategies, practical tools, and the emotional intelligence required to resolve conflicts constructively, preserve working relationships, and foster a culture of psychological safety.
- Identify the root causes, stages, and types of workplace conflict prevalent in education settings.
- Apply established conflict resolution frameworks, including the Thomas-Kilmann model and interest-based negotiation.
- Demonstrate effective mediation and facilitation skills in team and interpersonal disputes.
- Lead difficult conversations with confidence, empathy, and professional objectivity.
- Design and implement preventive strategies to reduce conflict frequency and escalation.
- Manage emotionally charged situations while maintaining managerial authority and staff trust.
- Align conflict management practices with employment law obligations and HR policies in Malaysia.
Awarded by: BAC & HRDA
Duration: 1 Day
Location: BAC Flagship PJ Campus
Study mode: Face-to-Face
Intakes: In Progress
Course Fees: RM899 *excluding 8% service tax
Alumni & Early Bird Discount: 10% off
Target Group
- Programme Head, Programme Leaders, VCs, Deans, Deputy Deans etc.
- HR Managers, Operations Managers, Administration Heads, Department Coordinators
- Programme Leaders, Supervisors with people management responsibilities
Methodology
- Interactive lectures
- Group activities
- Case studies
- Self-assessments
- Role-plays
Course Content
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Opening: Setting the Stage
- Icebreaker activity
- Pre-programme self-assessment
- Programme objectives overview
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Module 1: Understanding Conflict in Education Workplaces
- Definition of workplace conflict and its distinction from healthy disagreement
- Types of conflict: intrapersonal, interpersonal, intra-group, and inter-departmental
- Common triggers in education: workload disparities, role ambiguity, personality clashes, resource competition
- Conflict escalation model from tension to crisis
- The hidden cost of unresolved conflict on staff morale, student outcomes, and institutional reputation
- Benefits of constructive conflict resolution for organisational culture
Method: Trainer Session, Group Discussion, Case Study
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Module 2: Conflict Styles & Self-Awareness
- Introduction to the Thomas-Kilmann Conflict Mode Instrument (TKI)
- Five conflict-handling modes: Competing, Collaborating, Compromising, Avoiding, Accommodating
- Participants complete self-assessment and review personalised style profiles
- When each style is appropriate situational application in education management
- Understanding your default conflict style and its impact on your team
- Developing style versatility as a leadership strength
Method: Self-Assessment (Thomas-Kilmann), Reflection, Peer Discussion
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Module 3: Communication & Emotional Intelligence
- The role of emotional intelligence (EQ) in conflict management – Goleman’s framework
- Self-regulation strategies for managers during high-tension interactions
- Active and empathic listening: techniques and common barriers
- Non-violent communication (NVC) observations, feelings, needs, requests
- Body language, tone, and non-verbal signals in conflict conversations
- Reframing negative communication patterns, de-escalation language techniques
- Paired practice: responding to charged scenarios using EQ and NVC
Method: Micro-lectures, Paired Skills Practice, Reflective Exercises
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Module 4: Mediation & Facilitation Skills for Managers
- The manager-as-mediator: when to step in, when to refer to HR
- Principles of workplace mediation: neutrality, confidentiality, voluntary participation
- The IDEAL Mediation Process: Initiate, Define, Explore, Act, Learn
- Structuring a mediation conversation: opening statements, joint problem-solving, agreement
- Managing power imbalances between conflicting parties
- Documenting outcomes and follow-up responsibilities
- Role-play exercise: resolving a staff-to-staff conflict as a neutral manager-mediator
Method: Interactive Lecture, Structured Role-Play (3 Scenarios)
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Module 5: Navigating Difficult Conversations
- Why managers avoid difficult conversations, fear, bias, skill gaps
- The SBI Feedback Model: Situation, Behaviour, Impact
- Structuring a difficult conversation: preparation, opening, exploration, closure
- Addressing performance-related conflict constructively
- Handling emotionally reactive or defensive responses
- Scripts and language patterns for common education workplace scenarios
- Real-world case studies: grievance handling, insubordination, team conflict
Method: SBI Framework, Video Analysis, Scripting & Rehearsal
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Module 6: Prevention, Policy & Legal Framework
- Building a conflict-resilient team culture: psychological safety and trust
- Proactive strategies: clear role clarity, transparent communication channels, feedback culture
- Malaysia Employment Act 1955 and Industrial Relations Act 1967, conflict-relevant provisions
- Understanding grievance and disciplinary procedures, the manager’s legal obligations
- Anti-harassment and workplace bullying policies aligned to HRD Corp training standards
- Designing a personal Conflict Management Action Plan
- Establishing team norms and escalation pathways post-training
Method: Workshop, Policy Review, Individual Action Planning
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Reflection, Assessment & Closing
- Individual action plans
- Post-programme evaluation
- Certificates of attendance
- Closing remarks
TRAINER
Kavitha Arumugom
About the Trainer
Kavitha Arumugom is the Chief People Officer of BAC Education Group with over 30 years of experience in human capital development, higher education management, and organisational leadership. She has held senior leadership roles across human resources, regulatory affairs, student development, and institutional management, including serving as Chief Executive of IACT College. Her expertise spans employee relations, leadership development, conflict resolution, coaching, change management, compliance, emotional intelligence, and strategic HR. Combining extensive operational experience with practical industry insights, Kavitha delivers engaging, solutions-focused training that empowers leaders to strengthen people management, workplace culture, and organisational performance.
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