Conflict management for managers - High-performance teams for customer advisory services

Konfliktmanagement für Führungskräfte – Leistungsstarke Teams für die Kundenberatung
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Basics of leadership


Total time 60 minutes

In this e⁠-⁠training, managers in insurance sales learn the basics of conflict management. They receive advice on how to perceive sources of conflict and how to assess the escalation level of conflicts. In addition, they will receive tips on three suitable methods of conflict management: to support employees' own conflict resolution, to mediate and arbitrate, and to intervene with power.


Target group

  • Managers in the distribution of insurance products

Learning objectives

  • Recognise when there is a conflict between team members that could affect the quality of client counselling

  • Be able to assess the escalation level of the conflict

  • Enable employees to resolve conflicts independently

  • Know and use appropriate methods of mediation and conciliation

  • Consider procedures to defuse highly escalated conflicts in order to restore team performance in the interest of the clientele.


Resolving conflicts
Acting fairly and with integrity
Supporting employees
Managing teams
Managing stress
Analyzing problems

Authoring tool



Animated illustrative videos
Enacted scenes
Transfer tasks
Key messages
Knowledge Check
Interactive elements
Moderated video lectures
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