Conflict Resolution Course

Lesson 1 • Sources and Triggers of Conflict

Examines root causes across structural, relational, and data-based categories. Identifying triggers prevents misdiagnosis and premature intervention.

Lesson 2 • Personal Conflict Styles and Self-Awareness

Introduces the Thomas-Kilmann conflict mode framework and self-assessment tools. Self-knowledge of default styles is prerequisite to adaptive behaviour.

Lesson 3 • Conflict Escalation and De-escalation Patterns

Maps the escalation ladder from tension to crisis and identifies reversal points. Recognising escalation stages enables timely de-escalation choices.

Lesson 1 • Managing Difficult Conversations

Structures high-stakes conversations using preparation, framing, and recovery techniques. Practitioners learn to navigate emotional volatility without derailing dialogue.

Lesson 2 • Questioning Techniques to Uncover Interests

Open, probing, and reframing questions surface hidden interests and shift positional thinking. Effective questioning is the primary diagnostic tool in conflict conversations.

Lesson 3 • Cross-Cultural Communication in Conflict

Addresses how cultural dimensions affect communication norms, directness, and face-saving. Culturally adaptive communication prevents unintended offence and misreading.

Lesson 4 • Active Listening Under Pressure

Active listening techniques are applied specifically in high-tension exchanges where distraction and defensiveness are elevated. Mastery reduces misunderstanding-driven escalation.

Lesson 1 • Reading and Responding to Emotional Cues

Develops skill in detecting emotional states through verbal, vocal, and nonverbal signals. Accurate emotional reading enables timely and appropriate responses.

Lesson 2 • Empathy and Perspective-Taking

Distinguishes cognitive, affective, and compassionate empathy and applies each in conflict contexts. Empathy as a communication and listening skill reduces adversarial framing and opens collaborative problem-solving.

Lesson 3 • Self-Regulation Under Conflict Stress

Teaches physiological and cognitive techniques to manage the fight-flight-freeze response. Self-regulation is the prerequisite for all other conflict competencies.

Lesson 1 • Negotiation Planning and Preparation

Provides a structured pre-negotiation planning template covering goals, interests, options, and criteria. Preparation is the single strongest predictor of negotiation success.

Lesson 2 • Positional vs. Interest-Based Negotiation

Contrasts positional bargaining with principled negotiation and explains why interests outperform positions. This distinction is the conceptual core of effective negotiation.

Lesson 3 • Multiparty and Coalition Negotiations

Extends dyadic negotiation principles to settings with three or more parties and shifting alliances. Coalition dynamics require distinct strategies for managing complexity.

Lesson 4 • Creating and Claiming Value

Explores integrative tactics for expanding the pie before distributive tactics divide it. Sequencing value creation before claiming maximises joint outcomes.

Lesson 1 • Role and Ethics of the Mediator

Defines mediator neutrality, impartiality, and confidentiality as core ethical pillars. Ethical grounding prevents role confusion and protects process integrity.

Lesson 2 • Mediator Techniques and Interventions

Covers reframing, summarising, caucusing, and reality-testing as core mediator tools. Selecting the right technique at the right moment drives progress.

Lesson 3 • Stages of the Mediation Process

Maps the standard mediation sequence: opening, storytelling, issue identification, option generation, and agreement. Stage awareness keeps sessions on track.

Lesson 4 • Impasse Recognition and Resolution

Identifies the causes of impasse and provides a toolkit of breakthrough strategies. Impasse management is the most demanding skill in mediation practice.

Lesson 1 • Formal Grievance and Escalation Pathways

Maps organisational escalation options from informal resolution to formal grievance procedures. Knowing escalation pathways ensures appropriate process selection.

Lesson 2 • Team Conflict and Group Dynamics

Addresses conflict arising from team composition, role ambiguity, and group norms. Healthy team conflict management improves innovation and cohesion.

Lesson 3 • Preventing Recurring Workplace Conflict

Identifies systemic conditions that breed recurring conflict and designs structural interventions. Prevention reduces organisational cost and improves climate.

Lesson 4 • Manager as Conflict Resolver

Equips managers with direct intervention skills for peer and subordinate disputes. Managers who intervene skillfully prevent escalation to formal grievance processes.

Lesson 1 • Power Imbalances and Equity in Conflict

Analyses how structural, relational, and informational power asymmetries distort conflict processes. Practitioners learn to level the field without compromising neutrality.

Lesson 2 • Restorative Practices and Accountability

Applies restorative circles and conferencing to repair harm and rebuild relationships. Restorative approaches address the relational damage that positional resolution ignores.

Lesson 3 • Trauma-Informed Conflict Practice

Integrates trauma awareness into conflict facilitation to avoid retraumatisation and support resilience. Trauma-informed practice is essential in sensitive or high-harm disputes.

Lesson 4 • Dealing with High-Conflict Personalities

Identifies behavioural patterns of high-conflict individuals and provides targeted engagement strategies. Standard approaches fail with high-conflict parties without adaptation.

Lesson 1 • Implementation and Change Management

Addresses the organisational change challenges of launching a new conflict resolution system. Effective implementation requires leadership alignment, training, and communication.

Lesson 2 • Designing Integrated Resolution Pathways

Builds a tiered resolution system from informal peer resolution to formal adjudication. Integration ensures parties access the lowest-cost appropriate process first.

Lesson 3 • Mapping Existing Conflict Processes

Audits current organisational dispute pathways to identify gaps, redundancies, and barriers. Mapping existing processes is the diagnostic foundation for system redesign.

Lesson 4 • Principles of Dispute System Design

Introduces Ury, Brett, and Goldberg's dispute system design principles including interest-based focus and low-cost options. These principles guide all system architecture decisions.