Resolve Conflict with Confidence: Turn Tension into Solutions
Resolving Conflict...
WHAT DOES IT COVER?
Resolving conflict in the workplace is a critical skill for maintaining a positive, productive environment—yet it’s often one of the most challenging.
While few people set out to be difficult, everyday stressors such as anxiety, poor sleep, or personal pressures can cause even the most level-headed employees to react emotionally. Before long, small misunderstandings escalate, and teams are faced with the reality of conflict at work.
Resolving conflict isn’t just about smoothing things over—it’s about preventing friction from disrupting morale, damaging relationships, or compromising customer service. Whether it’s tension between colleagues or a difficult client interaction, unresolved conflict can spread quickly and affect the entire team’s ability to perform.
That’s why Resolving Conflict training is so valuable. This course helps your employees recognise triggers, manage their own responses, and approach difficult conversations with empathy, clarity, and confidence. Through immersive, drama-based learning, they’ll explore realistic scenarios and develop practical techniques for de-escalating tension and moving towards resolution.
By investing in Resolving Conflict skills, your organisation fosters resilience, teamwork, and a more inclusive, respectful workplace culture.
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Resolving Conflict
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WHY THIS COURSE
Develop Practical Conflict Resolution Skills Through Engaging, Drama-Based Learning
Through ted Learning’s signature theatre-based approach, participants engage in realistic, immersive drama scenes tailored to your organisation’s context. These live-action scenarios provide a safe space for employees to observe, analyse, and practise resolving conflict—developing greater awareness of how emotions and behaviours influence workplace interactions.
This course helps learners develop the confidence to make objective decisions when facing another person’s difficult or aggressive behaviour. Using powerful, scenario-based drama, we bring conflict to life in a way that resonates with your people. By working with our actors, employees explore emotional triggers, behavioural patterns, and proven techniques to respond effectively and support resolution.
By exploring communication techniques and maintaining control under pressure, learners will:
- Build the skills to defuse difficult conversations before they escalate
- Understand the psychology behind conflict and emotional responses
- Learn safe, respectful techniques for managing aggression and confrontation
- Improve their ability to remain objective and solution-focused during tense moments
The Resolving Conflict course is ideal for organisations seeking to reduce workplace tension, improve team dynamics, and build a culture rooted in professionalism, resilience, and mutual respect.
Good, thought provoking session. Well directed by Justin with live actors bringing situations to life and encouraging good debate/reflections
HOW DO WE DELIVER IT?
FACE TO FACE
IN THE TRAINING ROOM
LIVE ONLINE
VIA OUR VIRTUAL
CLASSROOM
COMMONLY ASKED QUESTIONS
ABOUT Resolving Conflict
What is the Resolving Conflict course, and why is it important?
The Resolving Conflict course is a practical, drama-based training programme designed to equip employees with the essential skills to handle workplace conflict professionally and constructively. Conflict can emerge in any organisation—between team members, across departments, or in customer-facing situations—and if left unaddressed, it can disrupt productivity, damage relationships, and lower morale.
This course helps participants identify early signs of tension, understand emotional triggers, and manage their own responses under pressure. By learning how to de-escalate situations and communicate effectively, employees are better prepared to resolve issues before they escalate further. Resolving Conflict training supports a healthier, more collaborative workplace culture and empowers teams to navigate challenges with confidence and respect.
How does the Resolving Conflict course help employees handle difficult situations?
The Resolving Conflict course helps employees develop the confidence, emotional awareness, and practical skills needed to manage difficult situations calmly and effectively. Using immersive, theatre-based learning, participants are exposed to realistic workplace scenarios that reflect the kinds of conflict they may face with colleagues, customers, or even managers.
Through these live, actor-led scenes, employees learn how to:
- Recognise emotional triggers and their impact on behaviour
- Communicate assertively and professionally under pressure
- Respond rather than react to difficult or aggressive behaviour
- Apply proven techniques to de-escalate conflict and find constructive resolutions
This interactive approach encourages reflection, builds self-awareness, and empowers employees to stay composed and solution-focused when tensions arise. By improving their ability to handle difficult conversations and defuse potential flashpoints, learners not only protect their own wellbeing but also contribute to a more respectful, resilient workplace culture.
Whether in the training room or virtual classroom, this course equips your people to navigate workplace conflict with confidence and care.
What makes the Resolving Conflict course different from other conflict management training?
ted Learning’s Resolving Conflict course apart is its immersive, drama-based approach to conflict management. Unlike traditional training that relies heavily on theory and PowerPoint slides, this course brings conflict to life through powerful, realistic scenarios performed by professional actors. Learners engage directly with the scenes, exploring how emotional triggers, behaviour patterns, and communication styles can either escalate or de-escalate workplace tension.
Our theatre-based method doesn’t just tell participants what to do—it shows them, then invites them to practise their responses in a safe, supportive environment. This experiential format leads to deeper insight, better retention, and more confident application of skills in real-world situations.
We tailor every session to reflect the specific challenges of your organisation, whether it’s internal team dynamics or customer-facing conflict. The course equips participants with practical tools to manage difficult behaviour, stay calm under pressure, and resolve tension constructively—building both personal resilience and a more positive workplace culture.
With flexible delivery options (in-person or virtual), no boring slide decks, and a strong focus on empathy, emotional intelligence, and communication, this conflict resolution course stands out for its relevance, relatability, and real-world impact.
What do you mean by ‘forum theatre’ in the Resolving Conflict course?
In the Resolving Conflict course, forum theatre is an interactive training technique that brings conflict scenarios to life using professional actors. A scene is performed based on a realistic workplace conflict, and learners are invited to direct how the characters behave, respond, and communicate throughout the situation.
This format allows participants to pause, stop, and rewind the action at key moments—exploring different responses, testing de-escalation techniques, and discussing outcomes in real time. By engaging directly with the scene, learners get to practise conflict resolution in a safe, supportive environment, developing the confidence to apply these techniques in their own roles.
Can the drama sessions in the Resolving Conflict course reflect challenges in our business?
Yes. As part of the Resolving Conflict course, we tailor each training experience to your organisation’s specific needs. During our initial DNA conversation, we work closely with you to identify the unique challenges, scenarios, and common sources of conflict relevant to your teams.
These insights are then used to develop bespoke scripts and drama scenes that mirror your real-world workplace dynamics. This ensures the course feels authentic and engaging, allowing learners to practise conflict resolution strategies in situations they’re likely to encounter—making the training more effective and immediately applicable.
Who should take the Resolving Conflict course?
The Resolving Conflict course is ideal for anyone in the workplace who wants to improve their ability to handle tension, manage difficult conversations, and respond effectively to challenging behaviour. Suitable for employees at all levels—including front-line staff, team leaders, managers, and customer-facing teams—this course is designed to support better communication, reduce stress, and build confidence in conflict management.
Whether you’re working in retail, healthcare, education, hospitality, corporate services, or the public sector, this course equips participants with the skills to:
- Navigate workplace disagreements professionally
- Prevent escalation in high-pressure situations
- Strengthen team relationships through improved communication
- Create a more respectful, resilient, and collaborative culture
It’s also highly recommended for organisations committed to improving employee wellbeing, reducing workplace stress, and delivering excellent customer service.
With tailored content to suit different roles and industries, the Resolving Conflict course is a valuable investment in building emotionally intelligent, confident teams who can tackle workplace challenges with composure and care.
how good are they?
THE ted Learning Guarantee!
We have been delivering highly impactful drama-based learning for over 13 years.
If for any reason you are not completely satisfied with the learning we provide and the learner feedback reflects this, we will put it right at no additional cost or give you your money back.
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