Conflict Resolution Skills

Learn how to resolve both your own and others' conflict more effectively.

Dealing with conflict puts a drain on your organisations’ resources. Formal processes are often time-consuming and ultimately unsatisfactory, while unresolved conflict can quickly worsen if left unaddressed.

Conflict Resolution Skills offers a practical grounding in the skills and knowledge required to resolve conflict. The course equips your delegates with an understanding and a set of skills to be able to better address both their own and others’ disagreements, and is suitable for human resources practitioners, team leaders, complaints managers, trade union representatives and front line workers.

About the course

The aim of this one-day course is to equip you with the skills required to address both your own and others' conflict more effectively.

At the conclusion of the course, you will be able to:

View the resolution of conflict in a more positive way
Understanding that conflict is bound to happen and that there is such a thing as 'good conflict'. Understanding when conflict becomes unproductive.
Resolve conflict between yourself and another person
Fostering a collaborative response. Using active listening skills, building empathy and rapport, and communicating assertively.
Support colleagues through their own disagreements
A staged process for conflict resolution between two individuals. Understanding the purpose and aims of each stage.
Understand the importance of early and informal resolution of disputes
Why mediation works best early on in a dispute. How situations develop and worsen over time.
Understand when it is appropriate to refer cases on
Evaluating conflict situations and deciding on the best course of action. When to refer cases on to other processes.

Conflict Resolution Skills covers everything that you will need to resolve conflict 'in the moment'.

This includes:

How interpersonal conflict starts and develops
The importance of early intervention and resolution
Key conflict resolution skills and techniques, including ‘re-framing’
How to support other individuals who are in conflict
When to step in and attempt resolution, and when to refer on to other sources of help
An opportunity to have a go at a simulated case

Our trainers have a wealth of practical conflict resolution experience and are able to adapt the course content to the make-up of the particular group.

All of our conflict resolution skills courses are live interactive events run by a practising mediator who is an expert in the field.

This course includes a combination of:

Custom-made video clips
Lecture and live discussion
Group exercises

Practice sessions with simulated case material
Real-life case studies

The conflict resolution course is delivered face-to-face at your location, or online via Zoom or Teams, where we can use custom-made video material, run small-group exercises, and take part in some case simulations.

What our learners say

"I really enjoyed the course - very interactive and engaging throughout."

Jennifer Feeney Albert Bartlett

"I found the whole course very useful and the knowledge I have gained can definitely be put into practice in the future. I found the videos and group discussions very insightful too."

Lauren Cottman Le Creuset UK

"Most useful course I've been on in a long time! All useful and very relevant in terms of conflict resolution as a manager."

Linda Hay Her Majesty's Government Communications Centre

"All really useful stuff and very applicable to the role I am currently in. The course has increased my confidence and was very enjoyable as well. Thank you!"

Rebecca Stewart Scottish Fire & Rescue

"Very relevant and very useful. I found the role plays helped to put things into context. We should have had this training much earlier on!"

Angela Grant Royal Pharmaceutical Society

"I have gained more knowledge on how to handle difficult situations with guests and the appropriate methods in which I should act to resolve them effectively."

Anthony Stark Showcase Cinema de Lux Leicester

"A great course that provided some very useful information and tactics in order to diffuse conflict and confrontations."

Jason Hieron Showcase Cinema de Lux Reading

"Very good - the trainer was fantastic! I really enjoyed the course, especially role playing a session."

Catherine Lane Cardiff Metropolitan University

"I found the roleplay activities to be really useful in actually putting the theory into practice. Going through the thought process of how we would approach situations was also really useful."

Anna Taylor University of Warwick Students' Union

"I learnt a lot about how to deal with conflict. In particular, the role plays allowed us to put into action what we had learned which helped everything to sink in."

Danika Breheny Central Bedfordshire Council

"The trainer was excellent at keeping things interactive. This was a high-value course for me and it was of huge benefit to the success of my role."

Dawn Kotschujew Highland Third Sector Interface

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Want to find out more or get a quote from us?

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Conflict Resolution Course FAQs

We understand that you may have some queries about the course’s content or about how the conflict resolution training is delivered.

We’ve gathered together some of the most Frequently Asked Questions and have answered them below.

Who should attend this course?

This one-day conflict resolution course is ideal for groups of frontline workers, who may find themselves in disagreements or in conflict with colleagues from time to time.

We have delivered this popular course for organisations across a wide range of sectors.

Will I be a mediator after doing this conflict resolution course?

No, this course is part of our Conflict Competence for Leaders suite, and therefore does not incorporate mediation skills. This programme will instead equip managers and leaders with the confidence and competence to resolve both their own and others' conflict in the moment.