It's any disagreement where the needs, goals, or beliefs of two or more people are in opposition.

No! This is a myth. Conflict is a normal part of human interaction. If handled constructively, it can lead to better ideas, stronger relationships, and positive change.

It's the process of finding a peaceful and productive solution to a disagreement .

It's the ongoing skill of limiting the negative aspects of conflict while increasing the positive aspects. This course teaches both .

An "argument" is usually a symptom of a dispute, often emotional and focused on "winning." A "dispute" is the core problem or disagreement. We teach you to stop arguing and start solving the dispute.

Many of us are taught from a young age that conflict is "bad." This "conflict avoidance" is a common but unhealthy habit. This course will help you build confidence in handling it .

The most common model (Thomas-Kilmann) identifies five:

• Competing (Aggressive, Win/Lose)
• Avoiding (Passive, Lose/Lose)
• Accommodating (Passive, Lose/Win)
• Compromising (A "middle-ground" solution)

Collaborating (Assertive, Win/Win) - This is the ideal we aim for. 

A solution where both parties feel their core needs have been met. It's not just "meeting in the middle" (that's a compromise); it's finding a creative solution that works for everyone .  

Manage yourself. Your first job is to stay calm. Take a deep breath. Your emotional reaction will only feed the fire.

It's the ability to control your own emotional response (like anger or panic) so you can think clearly. This is the foundation of handling disputes.

It's listening to understand, not just to reply. It's giving the other person your full attention so they feel heard. This is the #1 tool for de-escalation .

It's the magic tool. It's saying, "I can see why you are so frustrated," or "It makes sense that you feel that way." It is not agreeing with them. It is simply acknowledging their feeling, which instantly lowers their defenses .

It's the key to assertive communication.

• "You-Statement" (Blaming): "You always submit your reports late!"
• "I-Statement" (Assertive): "I feel stressed when the report is late, because I can't complete my part of the work. I need us to find a solution .

It's the most important concept.

• Bad: "You are a lazy person." (Attacking the person)
• Good: "The report being late is the problem we need to solve." (Attacking the problem .
  

This is a sign of strength! Just say it. "You know what, you are right. I apologize. I made a mistake." This will instantly resolve the conflict and build massive trust.

1. Stay calm. Do not match their volume.
2. Let them vent for a minute (don't interrupt).
3. Use empathetic validation ("I can hear how angry you are...").
4. Ask to move to a private space.
   

Listen. Empathize. Apologize for their feeling (not for the "rules"). "I understand you are frustrated, and I'm sorry for this inconvenience." Then, pivot to the solution: "Let's see what we can do.

Be prepared. Be professional. Use "we" (e.g., "We need to find a way to get these documents..."). Never take it personally. Escalate to your senior if needed, but always try to solve the problem first .

Use the "Feedback Sandwich."

1. Positive: "Ravi, your work on the presentation was great."
2. The issue: "I did notice a few calculation errors. I need you to double-check those next time."
3. The future/positive: "Once that's fixed, this will be a fantastic report."

Do not get defensive. This is the #1 rule.

• Breathe.
• Listen (without interrupting).
• Say "Thank you Can you give." ("Thank you for that feedback, I'll take that on board.")
• If you need to, ask for clarification: " me an example?".

You don't just say "no." You "negotiate."

• "I'd be happy to take on that new project. Currently, I'm working on Project A and B, which are also high-priority. Could you help me understand which one of these I should de-prioritize to give this new project my full attention?".
  

This shows you are responsible, not just agreeable.

Use "I" statements and make them an ally. "That's an interesting point. My understanding was slightly different. I'd love to hear how you came to that conclusion".

Focus on facts and shared goals, not emotions or opinions. "I understand the goal is to increase sales. My concern with this plan is X. Could we perhaps explore Y as a way to achieve that same goal?".

These techniques are 100% transferable. In fact, they are even more important at home. Using "I-statements" and "Active Listening" with a spouse or parent can be life-changing

You can only control your side. You can calmly listen, state your position, and if they are aggressive or abusive, you can say, "I am not going to be yelled at. I am happy to continue this conversation when we can both be respectful."

Don't. As soon as you sense conflict in an email, pick up the phone or walk over. Email is a terrible-terrible-terrible place to resolve a dispute. It has no tone and leads to misunderstanding.

It's a manipulative tactic where someone tries to make you doubt your own reality or feelings. ("I never said that," "You're just being too sensitive.") This is beyond a simple dispute; it's emotional abuse.

That's a normal "freeze" response. The best tool is to buy time. "That's a really important point. Let me think about that for a second," or "I need to gather my thoughts. Can we pause for 5 minutes?"

1. "I'm sorry for..." (Be specific).
2. "This was my fault." (Take responsibility, don't make excuses).

1. "Here is how I will fix it / ensure it doesn't happen again "

• Compromise: Both sides give something up. It's a "Lose/Lose." (We both want an orange, so we cut it in half).
• Collaboration: Both sides find a creative "Win/Win." (We talk, and find out you wanted the juice and I wanted the peel for a cake. We both get 100% of what we want).

It's for all our students (CA, CMA, IBPS, ACCA, etc.) and any professional who wants to handle people and difficult situations with more confidence and less stress.

Our trainers are certified soft-skill experts, corporate trainers, and life coaches with real-world experience in management and psychology.

Absolutely not. This is one of our most interactive workshops. You will spend most of your time in small groups, practicing these skills in real-life (but safe) role-playing scenarios.

No. This is an educational, skill-building workshop for professional and personal disputes. It is not therapy for deep-seated emotional trauma or mental health issues. Please see a licensed professional for that.

Yes, all participants who complete the workshop will receive a Certificate of Completion in "Conflict Resolution & Dispute Management" from Mercury Edutech Academy.

(You can fill this in) e.g., "It is a one-day (6-hour) intensive workshop" or "It is a 4-week (2 hours per week) program"

Please contact our Nagercoil office or visit our website for the latest fee structure and batch-start dates.

No. We use pre-written, professional scenarios (like "dealing with an angry customer") for our role-playing. You will never be forced to share anything personal.

We keep our batches small (15-20 people) to create a safe, supportive,and highly interactive environment ".

Our trainers are fluent in both English and Tamil to ensure all concepts are 100% clear.

You can visit our center in Nagercoil, call us at +91 6381560230 or fill out the inquiry form on our website.​

This course is the "next level." It uses the skills you learn in Listening and Empathy. We highly recommend you take all three as a "bundle".​

This course is the "in-action" part of assertiveness. That course teaches you how to be assertive; this course teaches you how to use assertiveness to solve a specific problem (a dispute).

An open mind and a willingness to participate. We'll provide all the materials .

We understand! Our trainers are experts at creating a fun, low-pressure environment. You can start by just observing, and you'll be surprised how quickly you'll want to join  ​in.

Yes. Conflict resolution and negotiation are almost the same skill. This course will make you a much better negotiator .

100%. The skills you learn for handling a difficult client are the exact same skills you can use to handle a disagreement with a parent, sibling, or spouse .

Because at Mercury Edutech, we build leaders, not just technicians. A CA who can't handle conflict is just an accountant. A CA who can handle conflict is a future Partner.

The "homework" is to go out and try one small thing. (e.g., "This week, try to listen to someone you disagree with, without interrupting ."

The first step is to recognize that conflict is a skill, not a fight. The second step is to call us and enroll. Let's make you the calmest, most effective person in the room .