Conflict and claims management is a vital issue in any organization or society, as it poses a challenge that requires thoughtful strategies and advanced skills to solve problems effectively. Conflicts, whether between individuals or between different parties within an organization, can significantly impact performance, productivity, and the overall work environment. Hence, the ability to manage these conflicts in logical and fair ways is one of the essential skills that contribute to maintaining balance and growth.

The process of conflict management begins with identifying its root causes, understanding the different positions of the parties involved, and then working to develop flexible and fair strategies and solutions. This process requires the application of a set of skills such as negotiation, strategic analysis, and the ability to communicate effectively. Also, handling claims quickly and transparently plays an important role in building trust and promoting positive relationships between the parties.

Who Should Attend?

• Leaders and executives.
• Human Resources Managers.
• Public relations professionals and complaints from customers or the public.
• Legal support staff who deal with legal issues and disputes related to contracts and business obligations.
• Students and researchers in the fields of business administration.

Knowledge and Benefits:

After completing the program, participants will be able to master the following:

• The root causes of disputes and how to classify them.
• Improve negotiation skills to reach solutions that are satisfactory to all parties.
• Develop effective communication skills that help resolve disputes in a smooth manner.
• Different strategies and solutions to manage disputes in effective ways.
• How to deal with claims in a professional and fair manner.
• How to deal with complaints and turn them into opportunities to improve performance.
• Strategies to create a work environment that encourages cooperation and reduces conflicts.
• Individual leadership and management skills related to conflict resolution.

• Introduction to Conflict and Claims Management
  • Definition of conflicts and claims and their underlying causes.
  • The importance of conflict management, and how conflicts affect individuals and organizations.
  • Types of conflicts and claims: personal, professional, legal, and technical conflicts.
• Dispute and claim analysis
  • How a conflict develops from its beginning to its climax.
  • Identification of root causes and sources of conflict.
  • Conflict analysis tools.
• Conflict management strategies and solutions
  • Conflict resolution methods: negotiation, mediation, arbitration, and judicial arbitration.
  • Negotiation strategies.
  • Dealing with difficult parties.
• Communication and negotiation skills
  • Using effective communication in conflict resolution.
  • Listening skills and its importance in understanding the different parties’ perspectives.
  • Negotiation techniques to reach solutions that are satisfactory to all parties.
• Effective claims management
  • Identification and analysis of claims and understanding their content.
  • Establishing clear procedures for handling claims.
  • How to submit and receive complaints constructively.
• Building a positive work environment
  • Strategies for improving relationships within teams.
  • Ways to reduce the likelihood of conflicts.
  • Promoting values ​​of integrity and respect in the workplace that reduce conflicts.
• Handling legal and technical disputes
  • Handling legal issues related to disputes.
  • Managing disputes arising from technological issues.