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“So long as there are men, there will be wars.” Albert Einstein

Conflict in the workplace is almost inevitable – suppressed or expressed, conscious or unconscious. More so in situations where cross-functional interdependencies are paramount to deliver products and services – such as in the service business where work pressures are high and customer delivery standards exacting. In such businesses, managing conflict is certainly better than avoiding it.

By the end of the seminar, you will be able to:


  • Identify factors that contribute to conflict
  • Identify conflict triggers – both internal and external
  • Diagnose the root cause of conflict situations at work and suggest means to overcome recurring gaps
  • Describe skills required for conflict resolution
  • Determine problem-solving methods that suit your leadership style to manage conflicts better


  • Develop effective conflict control methodologies in yourself and in others
  • Handle conflict situations with relative ease
  • Convert conflict into harmony


  • Acknowledge that conflict is inevitable
  • Appreciate the power of effective conflict resolution
  • View conflict situations as opportunities to build employees and teams
  • Defend the importance of conflict management over conflict avoidance


We will examine different types of conflict and identify factors that trigger conflicts in the workplace. You will participate in case studies and group work; bringing your real-life experiences to the table. You will do an evaluation exercise that will indicate your predominant conflict resolution styles. You will also learn how to be an expert at cross-functional teamwork for win-win outcomes.


People leaders.

Module leader


Wallace Shah Director and Country Head India at Lausanne Hospitality Consulting

Wallace Shah is the country head for Lausanne Hospitality Consulting (LHC) in India. An alumnus of the Oberoi School of Hotel Management, he held several executive positions with the Oberoi Group; returning to the School as a full-time faculty member in 1990.

In 1992 Wallace joined American Express. From key business development and client management positions in India he moved to Bangladesh as country manager for their Travel Related Services. He later took up a director position in Singapore – responsible for development of the travel franchise network across Asia Pacific.

In addition to his business functions, Wallace had collateral responsibility for facilitating a number of high-impact training programmes within the organisation.

He is a certified trainer and has over 25 years of training and people development experience.

Don’t miss this one-day seminar brought to you by Lausanne Hospitality Consulting India

For more information and to apply contact: lhcindia@ehl.ch or use our contact us link