Conflict Resolution Training
Understand conflict before deciding how to respond.
CTI's Conflict Resolution workshop teaches participants the basic concepts of conflict management and resolution by expanding their knowledge and awareness of the structured processes involved.
Participants examine the difference between interests and positions, the effects of strong emotions, and practical speaking and response strategies for conflict situations. The goal is to help people recognize what is driving a conflict and select a more appropriate response.
Build confidence across the full conflict-resolution process.
CTI identifies six core areas of learning within the Conflict Resolution workshop.
Select the Right Strategy
Learn the five general categories of conflict resolution strategies and which situations call for which approach.
Distinguish Interests from Positions
Understand the difference between what people say they want and the underlying needs or concerns driving the conflict.
Clarify Roles & Expectations
Explore how clearer roles, responsibilities and expectations can help prevent conflict before it begins.
Understand Strong Emotions
Examine how strong emotions can affect communication, perception and behaviour during conflict.
Recognize Conflict Becoming Crisis
Identify when a disagreement is escalating beyond ordinary conflict and may require a different level of response.
Practise with Real Scenarios
Use simulations, role play and discussion based on actual situations participants encounter in their work.
Choose a response based on the situation—not habit.
One of the workshop's core themes is that different conflicts call for different strategies. Participants learn to assess the situation before choosing how to respond.
Interests vs. Positions
Looking beneath stated positions can reveal the interests, concerns and priorities that are actually driving the disagreement.
Roles & Expectations
Unclear responsibilities or mismatched expectations can create avoidable conflict. Clarification can be a prevention strategy.
Emotional Awareness
Strong emotion can narrow thinking and change communication. Recognizing this can help participants adjust how they respond.
Conflict-to-Crisis Awareness
Participants learn to recognize when ordinary conflict is moving toward a crisis situation and when additional safeguards may be needed.
Practise the skills in situations that feel familiar.
CTI uses experiential learning methods so participants can work through conflict situations instead of only discussing them in theory.
Bring Conflict Resolution training to your team.
CTI provides organizational training to public- and private-sector organizations. Conflict Resolution training can be especially useful for teams that regularly manage difficult conversations, competing priorities, interpersonal tension or client-facing conflict.
Because the workshop uses participant scenarios, the learning can be connected to the kinds of situations staff encounter in their own workplace.
Frequently Asked Questions About Conflict Resolution Training
Learn more about CTI's Conflict Resolution training, what participants will learn, how the workshop approaches difficult situations, and how organizations can bring this training to their teams.
What is Conflict Resolution training?
Conflict Resolution training teaches participants foundational concepts and structured processes for managing and resolving conflict in workplace and service environments.
What will participants learn?
Participants learn about five general categories of conflict resolution strategies, the difference between interests and positions, role and expectation clarification, the effects of strong emotions, and how to recognize when conflict is moving toward crisis.
Does the workshop cover interests and positions?
Yes. A core learning objective is understanding the difference between interests and positions within conflict so participants can better identify what is driving a disagreement.
How does the course address strong emotions?
The workshop examines how strong emotions affect conflict situations and helps participants think more deliberately about communication and response strategies.
Does the course address conflict prevention?
Yes. Participants learn how clarifying roles and expectations can help prevent conflict before it escalates.
How do participants practise the skills?
CTI uses simulations, role play and discussions, drawing on actual workplace scenarios encountered by participants.
Does the training cover crisis situations?
The course helps participants identify when conflict is beginning to border on crisis so they can recognize when a different level of response may be required.
Can Conflict Resolution training be delivered to organizations?
Yes. CTI provides organizational training and can work with teams to deliver training that reflects workplace needs and real scenarios.