Detailed Syllabus & Hourly Breakdown

Hour 1: De-escalation & Psychological Frameworks

• Understanding the root causes of workplace conflict (resource constraints, misaligned expectations, personality friction).
• The Thomas-Kilmann Conflict Mode Instrument (TKI): Choosing between Competing, Collaborating, Compromising, Avoiding, and Accommodating.

Hour 2: Conflict Resolution Simulators & Tone Analysis

• AI Integration: Using advanced LLMs (ChatGPT Team / Claude 3.5 Sonnet) as a dynamic interactive roleplay sandbox to simulate tough client escalations or internal team friction.
• Utilizing AI to strip emotional bias out of written responses before sending them.

Hour 3: Best Practices for Conflict Resolution

• Address the Problem, Not the Person: Keeping conversations strictly behavioral and objective rather than personalized.
• The 24-Hour Cooling Rule for Non-Urgent Friction: Waiting to respond to a triggering email or message until a logical, non-reactive perspective can be formulated.

Objective

Equipping employees with the psychological tools and structured communication frameworks to resolve friction early, protecting both team morale and client relationships.