Conflict Resolution:

Getting Along in the Workplace (2 Days)

Conflict is unavoidable – put people together and sooner or later, sparks fly. But conflict doesn’t have to damage teams or productivity. Handled well, it can actually lead to stronger relationships, better ideas, and healthier workplaces.

This two-day workshop gives participants the tools and confidence to understand conflict, manage it constructively, and prevent it from escalating. Through practical exercises, role plays, and proven communication models, they’ll learn how to stay calm under pressure, intervene effectively, and turn conflict into opportunity.

What You’ll Learn:

By the end of the workshop, participants will be able to:

• Understand what conflict is and why it escalates
• Recognise the five most common conflict resolution styles
• Apply verbal and non-verbal communication techniques to increase positive information flow
• Use effective intervention strategies when conflict threatens to get out of hand
• Strengthen staff trust and morale by dealing with issues constructively
• Build confidence in their own ability to manage conflict calmly and effectively

Course Outline:

Introduction and Course Overview

Participants will begin by getting to know each other, setting personal learning objectives, and reviewing the workshop structure.

Defining Conflict

Exploring assumptions about conflict and examining both the positives and negatives it brings.

Types of Conflict

Understanding the three main types: inner conflict, interpersonal conflict, and group conflict. Includes discussion of open vs hidden conflict.

Spontaneous and Reflective Action

When stressed, people often react impulsively and regret it later. This session examines how to shift from reactive to reflective responses.

Johari Windows

Using the Johari Window model, participants will explore self-awareness and the role of feedback in resolving conflict.

Stages of Conflict

An in-depth look at two models of the conflict process, possible outcomes, and strategies for resolution.

Win as Much as You Can

A quick, interactive exercise to explore different conflict outcomes in a fun, engaging way.

Conflict Resolution Style Questionnaire

A self-assessment tool to help participants identify their preferred style of conflict resolution, followed by small group analysis.

The Role of Communication in Conflict Resolution

Deep dive into active listening, paraphrasing, questioning, and body language — with practice through role plays.

The Conflict/Opportunity Test

A role play exercise that helps participants identify how conflict can also bring benefits.

Conflict and Its Resolution

Reviewing processes and frameworks for addressing and resolving conflicts effectively.

Facilitating Conflict

Exploring facilitation as a leadership skill, with opportunities to practise facilitation techniques in role plays.

Setting Norms

Learning how to create group “rules of engagement” that keep discussions calm, rational, and focused on solutions.

Making an Intervention

Practical strategies for leaders who need to step in and help a group resolve conflict.

Workshop Wrap-Up

A closing session to ask questions, reflect on insights, and complete an action plan for applying new skills back at work.