Conflict Resolution & Objection Handling Training Course
Course Overview
| Course Title | Conflict Resolution & Objection Handling Training Course |
| Organization | Tech For Development (T4D) |
| Venue | Tech For Development (T4D) Training Center along Tala Road, Runda, Nairobi |
| Target Industries |
|
| Target Job Roles |
|
| Course Fees (Face-to-Face) | USD 1,100/KES 75,000 (Exclusive of VAT) |
| Course Fees (Virtual) | TBA |
| Training Modes | Virtual and face-to-face training |
| Payment | Payment should be made to the Tech For Development (T4D) bank account on or before the start of the course |
| Accreditation | Tech For Development Certificate of Course Completion |
Course Overview:
This course equips professionals with the tools, frameworks, and digital solutions needed to resolve conflicts and handle objections effectively in sales, negotiations, and workplace interactions. Participants will learn how to apply proven resolution strategies, improve emotional intelligence, and use tools like CRM systems, AI-powered sentiment analysis, Power BI, and digital communication platforms (Teams, Zoom, Slack) to manage objections and conflicts in real time.
Course Duration:
5 Days
Target Audience:
-
Sales and Business Development Professionals
-
Key Account Managers and Customer Success Managers
-
Team Leaders, Managers, and Supervisors
-
Negotiators and Consultants
-
Professionals in client-facing roles
Personal Impact:
-
Gain confidence in resolving conflicts with customers and colleagues.
-
Master objection-handling strategies that turn resistance into opportunities.
-
Learn to analyze customer and team sentiment using digital tools.
-
Build resilience and adaptability under pressure.
Organizational Impact:
-
Improved customer satisfaction and retention.
-
Stronger internal team dynamics and reduced workplace friction.
-
Increased deal closure rates by overcoming objections effectively.
-
A more collaborative and solution-oriented culture.
Course Objectives:
By the end of this course, participants will be able to:
-
Recognize and analyze the root causes of conflict and objections.
-
Apply structured frameworks for conflict resolution.
-
Use CRM systems to document and track conflict/objection cases.
-
Leverage AI and analytics tools to anticipate and manage objections.
-
Communicate persuasively to resolve disputes and maintain trust.
Course Modules
Course Outline:
Module 1: Understanding Conflict & Objections in Professional Settings
-
Types and sources of conflict (customers, teams, leadership)
-
Common sales objections and their underlying causes
-
Emotional intelligence in conflict resolution
Case Study: Resolving a high-stakes client conflict
Module 2: Tools & Frameworks for Conflict Resolution
-
Conflict resolution models (Thomas-Kilmann, Interest-Based Relational Approach)
-
Mediation and negotiation skills
-
Using digital collaboration platforms (MS Teams, Slack) to reduce escalation
Practical Exercise: Role-play conflict resolution using structured frameworks
Module 3: Objection Handling Strategies for Sales & Negotiations
-
Types of objections: price, value, trust, timing
-
The Feel-Felt-Found and LAER (Listen, Acknowledge, Explore, Respond) models
-
Using CRM insights to anticipate objections
Practical Exercise: Build an objection-handling playbook in CRM
Module 4: Data-Driven Insights for Conflict & Objection Management
-
Power BI dashboards to track conflict patterns and sales objections
-
AI-powered sentiment analysis for real-time customer engagement
-
Using analytics to refine negotiation strategies
Case Study: Predicting churn risk through objection trend analysis
Module 5: Capstone – Conflict Resolution & Objection Handling in Action
-
Blending storytelling, data, and negotiation in objection handling
-
Team simulation: Managing a high-pressure customer conflict scenario
-
Building a long-term conflict and objection management framework
Capstone Project: Create a conflict resolution and objection-handling toolkit for your organization
Course Administration
Methodology
This instructor-led training course is delivered using a blended learning approach comprising presentations, guided practical sessions, web-based tutorials, and group work.
Accreditation
Participants will receive a Tech For Development Certificate of Course Completion.
Training Venue
Held at the Tech For Development Training Centre.
Accommodation & Airport Transfer
Arranged upon request.
Email: letstalk@techfordevelopment.com
Phone: (+254) 790 824 179
Tailor-Made
Customised training available.
Payment
Send proof of payment to letstalk@techfordevelopment.com.
