Course Overview

Course Outline

Module 1: Understanding Stress in Conflict Situations

• Defining workplace stress and its impact on performance

• Common stress triggers during conflicts

• Signs and symptoms of stress overload

• Case Study: Stress escalation in customer conflict

Module 2: Emotional Intelligence and Stress Awareness

• The role of emotional intelligence in stress control

• Self-awareness and self-regulation techniques

• Understanding emotional triggers in conflict

• Exercise: Identifying personal stress triggers

Module 3: Stress Reduction and Relaxation Techniques

• Breathing, mindfulness, and grounding methods

• Quick stress relief tools during conflict

• Visualization and relaxation exercises

• Practical Session: Guided stress management techniques

Module 4: Communication Under Stress

• Active listening in stressful situations

• De-escalation communication skills

• Verbal and non-verbal cues to reduce tension

• Role-Play: Managing heated conversations with calmness

Module 5: Conflict Resolution and Stress Balance

• Problem-solving approaches that reduce stress

• Mediation and negotiation techniques under pressure

• Maintaining professionalism in hostile scenarios

• Workshop: Turning stress into constructive dialogue

Module 6: Building Resilience for Long-Term Stress Management

• Developing a resilience mindset

• Stress prevention strategies for service professionals

• Lifestyle adjustments for stress management (sleep, nutrition, exercise)

• Case Study: Resilient employees in high-stress sectors

Module 7: Stress Management in Team Dynamics

• Team stress vs. individual stress

• Creating stress-resilient teams

• Leadership role in managing stress in conflict situations

• Group Exercise: Team resilience-building activity

Module 8: Organizational Support Systems

• Workplace wellness programs and stress policies

• HR and management roles in reducing stress

• Technology tools for stress monitoring and management

• Case Example: Organizational stress management frameworks

Module 9: Applying Stress Management in Real Conflict Scenarios

• Simulating conflict and stress-handling techniques

• Learning from real-world conflict stress cases

• Group Presentations: Stress-handling solutions in specific workplace cases

• Role-Play Assessment

Module 10: Personal Stress Management Action Plan

• Designing an individual stress management toolkit

• Action planning for stress prevention

• Commitment strategies for ongoing stress control

• Final Reflection: Building a long-term stress-free work culture