Introduction

Facility operations involve complex interactions between employees, contractors, and stakeholders, often leading to conflicts that, if not managed properly, can impact efficiency, safety, and team morale. This course provides a deep dive into modern conflict resolution strategies tailored to the facility management sector, integrating cutting-edge communication techniques, behavioral psychology, and technology-driven solutions to foster a positive work environment.

Course Objectives

By the end of this training, participants will be able to:

• Identify the root causes of conflicts in facility operations.
• Apply effective communication techniques to de-escalate tensions.
• Utilize emotional intelligence and behavioral insights to manage team dynamics.
• Implement structured conflict resolution models and mediation strategies.
• Leverage technology (AI, automation, digital communication tools) to prevent and resolve conflicts.
• Create a culture of collaboration, accountability, and proactive problem-solving.

Who Should Attend?

This course is ideal for:

• Facility Managers & Supervisors
• Operations & Maintenance Team Leaders
• HR and Workplace Relations Professionals
• Safety & Compliance Officers
• Engineers & Technicians in Facility Operations
• Professionals in Property and Infrastructure Management

5-Day Training Outline

Day 1: Foundations of Conflict Management in Facility Operations

• Understanding the nature and causes of conflict in facility environments
• Types of workplace conflicts: Task-related, interpersonal, procedural, and systemic
• The psychology of conflict: Cognitive biases, emotional triggers, and stress responses
• Modern communication trends: Digital vs. face-to-face conflict resolution
• Case study: High-stakes conflicts in facility management

Day 2: Communication Mastery for Conflict Resolution

• Active list
• Assertive vs. aggressive vs. passive communication styles
• Strategy
• The role of non-verbal cues and body language in conflict resolution
• Digital communication and virtual conflict management (email, video calls, AI chatbots)
• Role-playing exercises: De-escalating workplace disputes

Day 3: Organizational Behavior and Team Dynamics in Conflict Management

• And
• Emotional intelligence (EQ) and its role in leadership and team cohesion
• With
• Psychological safety: Encouraging open dialogue and constructive feedback
• Interac

Day 4: Technology, Policy, and Systematic Conflict Prevention

• AI and automation in conflict resolution: Can tech reduce workplace disputes?
• The impact of remote and hybrid work on conflict dynamics
• Developing policies and procedures for conflict prevention and resolution
• Ethic
• Crisis communication strategies for high-impact conflicts
• Workshop: Drafting a conflict resolution policy for a facility operations team

Day 5: Leadership, Future Challenges, and Continuous Improvement

• The future of facility management: New challenges and conflict risks
• That’s it.
• Change management: Handling resistance to new policies and technologies
• Cultural intelligence and diversity: Managing global and cross-cultural teams
• Result
• Final assessment: Group presentations on real-world conflict resolution plans

This course combines real-world case studies, interactive workshops, and modern conflict resolution techniques to prepare facility operations professionals for future challenges in a rapidly evolving workplace.