Introduction

Conflicts are an integral part of daily life in various fields, whether at work, in personal relationships, or even in society at large. These conflicts can lead to significant tensions, damage relationships, and undermine productivity, negatively impacting both individuals and organizations. Effectively managing conflicts requires special skills, as failing to address them properly can exacerbate the problem and increase negative effects.

In this context, the Certified Business Professional in Conflict Management (CBP) certification comes as an innovative solution aimed at equipping professionals with specialized skills and knowledge in this vital area. The program provides a comprehensive framework for understanding the root causes of conflicts and offers effective strategies and methods for negotiating and resolving conflicts peacefully. By participating in this program, individuals will gain the necessary tools to manage conflicts effectively, enhancing professional relationships and creating a more balanced and productive work environment.

Certifying Body

The Certified Business Professional in Conflict Management (CBP) certification is granted by the International Business Training Association (IBTA), a leading international organization established to enhance professional skills and global standards in various fields such as conflict management, sales, and customer service. The association offers a range of professional certifications focusing on developing essential and managerial skills, providing innovative educational resources, and creating networking opportunities with a community of professionals worldwide, making it a global reference in professional competency development.

The Administrative and Financial Training Center is one of the centers accredited by the International Business Training Association (IBTA), offering specialized training programs in management areas, contributing to qualifying professionals to achieve excellence and leadership in management since 2004.

Objectives

• The participant will learn what is meant by conflict and how to identify it.
• The participant will clarify the difference between rational and emotional approaches to dealing with conflicts.
• The participant will review the basic types of conflicts and explain their causes.
• The participant will explain the four standard methods for effectively resolving conflicts.
• The participant will identify the obstacles to effective listening and how to overcome them.
• The participant will explain the communication skills that support successful conflict resolution.
• The participant will implement the essential steps for resolving conflicts in various work environments.
• The participant will apply conflict prevention methods when sensing potential conflict.
• The participant will learn how to professionally handle all human styles, including angry individuals or complaining clients.
• The participant will clarify how to professionally deal with their manager in difficult situations.
• The participant will learn how to communicate professionally with colleagues to resolve conflicts.
• The participant will acquire the skills necessary to resolve conflicts within the team with a high level of professionalism.

Benefits of Obtaining the Certification

• Enhance your resume and increase opportunities for prestigious job positions and promotions in top organizations.
• Develop effective communication skills that contribute to resolving conflicts quickly and efficiently.
• Provide opportunities to increase productivity and improve the work environment through effective conflict management.
• Improve your professional network and establish relationships with professionals in conflict management.
• Acquire professional techniques for resolving conflicts in line with best global practices.
•  Enhance the ability to make professional and decisive decisions in difficult situations.

Eligibility Criteria for the Certification

1. The candidate must be committed to striving for excellence.
2. The candidate must have completed or be in the process of completing secondary school or a diploma equivalent to similar educational standards.

Certification Topics

Unit 1: Understanding Conflict

• Objectives
• Introduction
• Causes of conflicts
• Two types of conflicts
• Rational versus emotional approaches
• Separate participation

Unit 2: Basic Steps for Resolving Conflicts

• Objectives
• Four typical approaches to conflict
• Basics of conflict resolution
• Gaining support
• Consensus
• Implementation

Unit 3: Listening Skills

• Objectives
• How to listen effectively
• Obstacles to listening
• Asking questions
• Assessing your listening skills
• Practicing listening

Unit 4: Communication Skills that Support Conflict Resolution

• Objectives
• Building credibility and trust
• Expressing emotions
• Confrontation language
• Escalation process
• Positive language

Unit 5: Dealing with Difficult Personalities

• Objectives
• Denying conflicts
• Uncooperative individuals
• Angry individuals
• Confronting intimidating situations
• Dealing with defeat
• Handling difficult personalities

Unit 6: Dealing with Specific Cases

• Objectives
• Dealing with your boss or senior management
• Dealing with a coworker
• Handling team conflicts
• Managing an employee under your supervision
• Handling clients
• Case study

Exam Details

This course prepares candidates to pass the Certified Business Professional CBP-B12-201 exam.

• The exam is offered in person or online from anywhere.
• The question format is multiple choice (50 questions).
• The exam language is English or Arabic.
• Duration of the exam is two hours.
• Passing score is 70% or higher.
• The exam is available weekly for one calendar year.
• The exam is administered through Prometric.

Certification Support

The certification is supported by the Human Resources Development Fund (Hadaf) for citizens, allowing the reimbursement of training and exam fees upon passing according to Hadaf policies.

• The maximum reimbursement for the certification: 1,840 SAR.
• Certification program accreditation: February 2021.

Educational Materials

• An e-book specific to the training material.
• Mock tests simulating the final exam.

Target Audience

• Employees occupying leadership and supervisory roles such as managers and department heads.
• Employees in development and administrative training and specialists.
• Individuals seeking standardized mechanisms to manage conflict in a timely manner.
• Consultants and trainers who wish to enhance their conflict management skills.
• Individuals aiming to develop negotiation and communication skills for effective conflict resolution.
• Professionals working in public relations and crisis management.
• Professionals operating in multicultural environments who wish to understand how to manage conflicts in these contexts.