Meet the needs of both sides.

Conflict Resolution

Learn to win the other side over without defeating them.

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This course includes

26 Bite-sized Videos With Actionable Learning Takeaways

Content Delivered By Our Expert Instructors

Professionally Filmed And Scripted Videos

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Conflict Resolution

Learn to win the other side over without defeating them.

Course Outcome

  • That cultural differences can be a cause
  • Conflict can stem from unconscious bias
  • How the four personality types interact
  • How to defuse your own stress

Conflict Resolution

Learn to win the other side over without defeating them.

Course Outline

The Causes of Conflict

  • Culture - Part 1
  • The first step to overcoming a conflict is to truly understand all of its root causes. In this video, we’ll start looking at cultural differences. In today’s ever-expanding global business world, conflicts connected with cultural difference are on the increase. From culture to culture, accepted behaviours, and thus expected behaviours, differ wildly.

  • Culture - Part 2
  • How would you feel if your boss called you into his or her office and said, “Listen, we need to talk about your persistent lateness? Your colleagues are annoyed, we’re missing deadlines and it makes the firm look bad”. Of course, it depends on where you're from...

  • Values, Opinions and Beliefs - Part 1
  • Now we’re going to examine the role that cultural differences in values, opinions and beliefs have in causing conflicts. Universally accepted, but unequally prioritised values can create strong conflicts between and among individuals and groups.

  • Values, Opinions and Beliefs - Part 2
  • Have you ever been in a meeting and wanted to comment or ask a question but hesitated to do so? Or, conversely, ever expressed a solution in a meeting that everyone seemed to agree with at the time, and then been annoyed when dissenting feedback started to trickle in afterwards?

  • Unconscious Bias - Part 1
  • Conflict can also stem from our unconscious biases. In the next two videos, we’ll examine four typical biases that can create and or exacerbate conflicts, and discuss how to combat them.

  • Unconscious BIas - Part 2
  • This video looks at a workplace conflict caused by unconscious bias.

  • Personality Styles - Part 1
  • Everybody’s different, aren’t they? Well, yes and no. It’s helpful, especially when you’re trying to avoid workplace conflict, to think about different types of personality.

  • Personality Styles - Part 2
  • Unlike Drivers and Analytical's, Amiable's and Expressive's prefer to display emotions openly and focus on relationships over logic at work.

Institutional Causes

  • Uncontrollable Factors
  • The cyclical nature of business causes periodic swings from high profits and development to big losses, inevitable lay-offs and organisational change. It can make employees feel isolated and uncertain about their future, stressed and ripe for conflict. It’s hard to stay positive when you’re faced with being laid off.

Emotional Stress

  • Breathe
  • Recent studies have proven what yogis have known for 2,500 years. That slow breathing, 4-7 breaths per minute, can greatly reduce stress and inhibit fight or flight responses in your amygdala. Both are essential to maintaining your balance in a conflict.

  • Introduction to Meditation
  • Recent University of Massachusetts research has proved how beneficial meditation can be. Meditation helps you increase grey matter concentration in the brain regions involved in self-awareness, empathy, emotional regulation, learning and memory. All these areas are essential for maintaining objectivity and balance when trying to resolve a conflict

  • Guided Meditation
  • In this video we take you on a guided meditation...

  • Question Your Thoughts
  • Are you a slave to your thoughts? Or do you have the power to control them? Get used to challenging your thoughts. Are they objectively true? Are there some you could fruitfully discard? Doing so will help you maintain a more objective mindset. And that’s critical to successfully resolving a conflict.

Pre Conflict

  • Prepare to be Derailed
  • Have you ever been surprised by the other party’s counter argument when you’re attempting to resolve a conflict? When caught out like this, your fight or flight mechanism reacts and your emotions take over.

  • Determine Your Resolution Approach
  • Choosing the right style and approach for a difficult discussion will boost your chances of success. Think about your desired outcome and determine which of the following five styles would work best.

During Conflict

  • Manage Your Body and Voice
  • Use positive body language and remember the power of your voice. It will help improve your status and confidence, and it’s incredibly helpful when resolving conflicts.

  • Active Listening
  • Active or empathic listening is another great way to build trust and show the other party that you’re a partner working towards a common objective.

  • Build and Maintain Rapport
  • It may sound simplistic, but the most effective way to keep both your own and the other party’s emotions in check, is to maintain your relationship while you’re resolving the conflict.

  • Identify the Needs
  • In order to influence effectively, you must first identify, then understand each other’s real needs. A solution will only work if it addresses those needs, rather than denying them.

  • PAUSE Method
  • We may react to a perceived attack by immediately defending ourselves. Unfortunately, this reaction is highly unlikely to help resolve a conflict.

  • Stick to the Facts
  • Sticking to the facts when resolving a conflict is vital to a successful outcome. It will help you use objective rather than subjective language. And it will stop you expressing opinions, emotions & feelings that might otherwise derail the conversation.

  • Using Positive Language
  • What’s the difference between saying “You constantly undermine my authority in front of my team!” and “I’d prefer it if you discussed these types of issues with me in private'. The first is an emotionally charged attack and the second is an assertive request that includes a potential solution.

  • Using a Neutral Party
  • If you’re not sure you'll be able to maintain objectivity in the midst of a conflict resolution, using a neutral third party can help. A neutral party will provide an objective perspective, and will be able to focus the needs, desires, or concerns that underly each side’s position.

  • Conflict Resolution, Not Opponent Destruction
  • The last two videos focus on a couple of final things for you to remember before attempting to resolve a conflict.


  • Actions
  • In conclusion, this video has some last thoughts to round off this course. Always remember that conflict does have a positive side. It can promote collaboration, improve performance, foster creativity and innovation, and build deeper relationships...

Featured Instructors

Meet our expert instructors who are featured in these videos to take you on your personal learning journey. They have written and designed this course using their extensive experience to provide you with actionable learning takeaways.

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