Conflict Resolution helps learners understand disagreements, communicate concerns respectfully, and work toward practical solutions. Through workplace, study, and community scenarios, learners practise listening, identifying underlying needs, managing difficult conversations, and following through on agreements.
The course suits employees, supervisors, managers, students, community leaders, and anyone seeking to handle everyday disagreements more constructively.
Explore why disagreements arise and how different responses can affect the outcome.
Topics include:
Differences in expectations, priorities, values, and communication.
Conflict over tasks, resources, responsibilities, and relationships.
Distinguishing an observable event from an interpretation.
Recognising early signs of unresolved tension.
Identifying opportunities for clarification and improvement.
Practice activity: Read a scenario about a missed deadline. Separate the known facts, assumptions, and concerns of each person.
Module 2 — Recognising Your Response to Conflict
Develop awareness of your reactions and consider which approach suits the situation.
Topics include:
Avoiding, accommodating, competing, compromising, and collaborating.
The strengths and limitations of different approaches.
Recognising defensiveness and the urge to assign blame.
Considering urgency, importance, relationships, and safety.
Choosing a deliberate response.
Practice activity: Compare two possible responses to a disagreement and explain when each might be appropriate.
Module 3 — Listening and Understanding Perspectives
Learn to understand another person’s account without immediately agreeing, disagreeing, or offering solutions.
Topics include:
Listening without unnecessary interruption.
Asking open and neutral questions.
Paraphrasing to check understanding.
Acknowledging concerns and emotions.
Identifying missing information.
Avoiding assumptions based on culture, role, or background.
Practice activity: Respond to “Nobody listens to my ideas” with one paraphrase and two questions that clarify the concern.
Module 4 — Assertive and Respectful Communication
Practise expressing a concern clearly while respecting the other person.
Topics include:
Describing specific behaviour rather than attacking character.
Explaining the impact of a situation.
Making a clear and realistic request.
Using calm language and an appropriate tone.
Setting boundaries.
Checking understanding in spoken and written communication.
Practice activity: Rewrite “You always leave everything to me” as a factual observation, an explanation of impact, and a practical request.
Module 5 — Managing Difficult Conversations
Prepare for a conversation that may involve frustration, disagreement, or strong emotions.
Topics include:
Choosing an appropriate time and private setting.
Agreeing on the purpose of the discussion.
Keeping attention on one issue at a time.
Recognising when a break is needed.
Responding to defensiveness without escalating the exchange.
Ending an unsafe conversation and seeking assistance.
Practice activity: Role-play a discussion about unequal workloads. Practise opening the conversation, listening, and requesting a pause if needed.
Module 6 — Finding Shared Interests and Solutions
Learn to move from fixed demands toward an understanding of what each person needs.
Topics include:
Distinguishing a position from an underlying interest.
Identifying shared goals.
Generating several possible solutions.
Comparing fairness, feasibility, and consequences.
Recognising limits and non-negotiable requirements.
Avoiding agreements made through pressure.
Practice activity: Two colleagues want the same meeting room. Identify their underlying needs and develop three possible arrangements.
Module 7 — Negotiation, Facilitation and Escalation
Explore when people can resolve an issue directly and when additional support is appropriate.
Topics include:
Preparing for a negotiation.
Knowing what you can agree to.
Using clear criteria to compare options.
Understanding the role of a neutral facilitator or mediator.
Recognising power imbalances and barriers to participation.
Following organisational reporting and escalation procedures.
Practice activity: Decide whether three fictional situations suit direct discussion, supported facilitation, or formal escalation. Explain your reasoning.
Threats, violence, harassment, discrimination, or abuse may require protective action and formal reporting. Learners should not be expected to negotiate away their safety or rights.
Module 8 — Agreements, Follow-Up and Prevention
Learn to turn a discussion into clear actions and review whether the solution works.
Topics include:
Recording what was agreed.
Assigning responsibilities and realistic dates.
Confirming that everyone understands the next steps.
Planning a follow-up conversation.
Revisiting agreements when circumstances change.
Improving expectations, communication, and processes to reduce recurring conflict.
Practice activity: Write a brief agreement stating the action, responsible person, completion date, and review arrangements.
Final assessment
Learners complete a knowledge check and respond to a realistic conflict scenario. Their response should:
Describe the issue using facts.
Identify each person’s concerns and interests.
Prepare respectful questions and statements.
Compare possible solutions.
Recognise when support or escalation is needed.
Record an agreement and follow-up plan.
By completing the course, learners will be better prepared to address disagreements early, communicate clearly, explore fair solutions, and recognise situations that require additional support.
Conflict Resolution helps learners understand disagreements, communicate concerns respectfully, and work toward practical solutions. Through workplace, study, and community scenarios, learners practise listening, identifying underlying needs, managing difficult conversations, and following through on agreements.
The course suits employees, supervisors, managers, students, community leaders, and anyone seeking to handle everyday disagreements more constructively.
Suggested duration: 8–12 hours
Delivery: Online, blended, or trainer-led
Prerequisites: None
Module 1 — Understanding Conflict
Explore why disagreements arise and how different responses can affect the outcome.
Topics include:
Practice activity: Read a scenario about a missed deadline. Separate the known facts, assumptions, and concerns of each person.
Module 2 — Recognising Your Response to Conflict
Develop awareness of your reactions and consider which approach suits the situation.
Topics include:
Practice activity: Compare two possible responses to a disagreement and explain when each might be appropriate.
Module 3 — Listening and Understanding Perspectives
Learn to understand another person’s account without immediately agreeing, disagreeing, or offering solutions.
Topics include:
Practice activity: Respond to “Nobody listens to my ideas” with one paraphrase and two questions that clarify the concern.
Module 4 — Assertive and Respectful Communication
Practise expressing a concern clearly while respecting the other person.
Topics include:
Practice activity: Rewrite “You always leave everything to me” as a factual observation, an explanation of impact, and a practical request.
Module 5 — Managing Difficult Conversations
Prepare for a conversation that may involve frustration, disagreement, or strong emotions.
Topics include:
Practice activity: Role-play a discussion about unequal workloads. Practise opening the conversation, listening, and requesting a pause if needed.
Module 6 — Finding Shared Interests and Solutions
Learn to move from fixed demands toward an understanding of what each person needs.
Topics include:
Practice activity: Two colleagues want the same meeting room. Identify their underlying needs and develop three possible arrangements.
Module 7 — Negotiation, Facilitation and Escalation
Explore when people can resolve an issue directly and when additional support is appropriate.
Topics include:
Practice activity: Decide whether three fictional situations suit direct discussion, supported facilitation, or formal escalation. Explain your reasoning.
Threats, violence, harassment, discrimination, or abuse may require protective action and formal reporting. Learners should not be expected to negotiate away their safety or rights.
Module 8 — Agreements, Follow-Up and Prevention
Learn to turn a discussion into clear actions and review whether the solution works.
Topics include:
Practice activity: Write a brief agreement stating the action, responsible person, completion date, and review arrangements.
Final assessment
Learners complete a knowledge check and respond to a realistic conflict scenario. Their response should:
By completing the course, learners will be better prepared to address disagreements early, communicate clearly, explore fair solutions, and recognise situations that require additional support.