Conflict Resolution

Turn workplace disagreements into workable agreements

Why It Matters

Unresolved conflict drains time and morale. People avoid each other, work slows at handoffs, and managers get pulled into disputes that could have been prevented. Left alone, minor friction can harden into turnover or formal complaints. Employees and supervisors who can address conflict early and constructively keep teams productive, and organizations spend less on the hidden costs of tension that nobody wants to name.

Course Description

Participants first learn to diagnose a conflict: is it about tasks, process, relationships, values, or resources? Each type calls for a different approach. They then explore common conflict-handling styles and when each one helps or hurts. The core of the course is a step-by-step conversation model for resolving disputes, usable whether you are directly involved or helping two colleagues: set ground rules, let each person be heard, separate interests from positions, generate options, and agree on next steps. Role plays use realistic cases, from shared-workspace tensions to missed handoffs between teams, with observers giving feedback. Discussion covers when a conflict needs escalation to HR or leadership. Participants plan how they will approach a current or recurring conflict.

Key Focus Areas

Participants explore and practice:

Diagnosing conflict types: task, process, relationship, values, and resources
Conflict-handling styles and when each one fits
A structured, mediation-style conversation model
Separating interests from positions to find options
Facilitating resolution between two colleagues
Recognizing when to escalate to HR or leadership

Learning Outcomes

Participants will be able to:

Diagnose the underlying source of a workplace conflict
Lead a structured conversation that helps both parties be heard
Identify shared interests behind opposing positions
Facilitate agreement on specific next steps
Determine when a conflict requires escalation

Who Should Attend

Supervisors and team leads
HR and employee relations staff
Project managers
Team members in high-collaboration roles

Delivery and Customization

Examples, scenarios, and activities are adapted to your audience and goals. Delivery is available in person, virtually, or in a hybrid format, as a standalone session or as part of a series. Format and length are agreed during scoping.

Related Courses

Negotiation Skills · Communication & Interpersonal Skills
Managing Anger at Work · Productivity & Wellbeing
Civility in the Workplace · Teamwork, Culture & Inclusion
Assertiveness and Self-Confidence · Communication & Interpersonal Skills

Bring Conflict Resolution to your team

Tell us about your audience and goals. We will follow up to scope objectives, format, and timing.

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