Managing Conflict


Self-awareness under conflict leads to greater self-control and is the first step in managing conflict effectively. In this program, participants will learn and practice a step-by-step model of dealing with conflict, which emphasizes a positive outcome for everyone involved. Because conflict is inevitable in some situations and avoidable in others, it is important to know the different strategies that can be applied in particular situations. We will discuss these strategies in depth to understand when each is or is not appropriate to use.

Register online

Learning Objectives:

  • • Increase knowledge and understanding about yourself in conflict situations.
  • • Learn a step-by-step model of conflict management.
  • • Outline strategies in managing conflict in different situations with customers and with staff

​ Leave with increased confidence and comfort in dealing with conflict effectively.


Please submit a webform or call 816-701-8234.

Presenter: Gayle Hopkins, MA, SPHR, SHRM-SCP

Gayle Hopkins

Gayle Hopkins, MA, SPHR, SHRM-SCP, is the owner of Organizational Performance Solutions LLC in Lee's Summit, Mo. She has more than 20 years’ experience in the field of human resources and organizational development. Hopkins has developed competency models for multiple organizations and has experience in succession planning, performance management, leadership development and helping managers improve the performance of their own departments.

Focus Area: Local Government