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 |
| Duration | 5 days |
| Target Industries |
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| Target Job Roles |
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| Course Fees (Face-to-Face) | USD 1,100/KES 75,000 (Exclusive of VAT) |
| Course Fees (Virtual) | USD 1,000/KES 70,000 (Exclusive of VAT) |
| 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:
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Sales and Business Development Professionals
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Key Account Managers and Customer Success Managers
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Team Leaders, Managers, and Supervisors
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Negotiators and Consultants
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Professionals in client-facing roles
Personal Impact:
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Gain confidence in resolving conflicts with customers and colleagues.
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Master objection-handling strategies that turn resistance into opportunities.
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Learn to analyze customer and team sentiment using digital tools.
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Build resilience and adaptability under pressure.
Organizational Impact:
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Improved customer satisfaction and retention.
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Stronger internal team dynamics and reduced workplace friction.
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Increased deal closure rates by overcoming objections effectively.
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A more collaborative and solution-oriented culture.
Course Objectives:
By the end of this course, participants will be able to:
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Recognize and analyze the root causes of conflict and objections.
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Apply structured frameworks for conflict resolution.
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Use CRM systems to document and track conflict/objection cases.
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Leverage AI and analytics tools to anticipate and manage objections.
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Communicate persuasively to resolve disputes and maintain trust.
Course Modules
Course Outline:
Module 1: Understanding Conflict & Objections in Professional Settings
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Types and sources of conflict (customers, teams, leadership)
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Common sales objections and their underlying causes
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Emotional intelligence in conflict resolution
Case Study: Resolving a high-stakes client conflict
Module 2: Tools & Frameworks for Conflict Resolution
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Conflict resolution models (Thomas-Kilmann, Interest-Based Relational Approach)
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Mediation and negotiation skills
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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
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Types of objections: price, value, trust, timing
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The Feel-Felt-Found and LAER (Listen, Acknowledge, Explore, Respond) models
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Using CRM insights to anticipate objections
Practical Exercise: Build an objection-handling playbook in CRM
Module 4: Data-Driven Insights for Conflict & Objection Management
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Power BI dashboards to track conflict patterns and sales objections
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AI-powered sentiment analysis for real-time customer engagement
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Using analytics to refine negotiation strategies
Case Study: Predicting churn risk through objection trend analysis
Module 5: Capstone – Conflict Resolution & Objection Handling in Action
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Blending storytelling, data, and negotiation in objection handling
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Team simulation: Managing a high-pressure customer conflict scenario
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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
Instructor-led sessions use a blended learning approach combining presentations, guided practical exercises, web-based tutorials, and group work, delivered by seasoned industry experts. All facilitation and course materials are in English, so participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued a Tech For Development Certificate of Course Completion certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at the Tech For Development Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation & Airport Transfer
Arranged upon request.For reservations contact the Training Officer:
Email: [email protected]
Phone: (+254) 790 824 179
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our T4D Training Centre or at a convenient location.
Payment
Payment should be transferred to the T4D account through a bank on or before the start of the course. Send proof of payment to [email protected].
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