Conflict Resolution Training

Carolyne French

By Carolyne French, Head of Program Learning,
11 June 2024

Thinka’s ‘Resolve Conflict’ Workshop

Throwing different personalities together to work on a project doesn’t always make a team. Worst case, it can result in undercurrents of resentment, outright aggression or exclusion. In other words, an unhealthy culture. Leaders can turn this around by getting uncomfortable, ‘digging in’ and exploring those messy emotions to see what’s really going on with their people.

What leaders will explore

  • A framework for conflict resolution
  • Unhealthy communication styles
  • Breaking things down to build them back up
  • Unconscious bias: what is it and do I have it?
  • The difference between truth and a lie

What leaders will apply

  • A structured approach to resolving conflict
  • An awareness of unhealthy communication
  • Ways to explore emotional tension safely
  • An ability to think critically and consult facts
  • An unbiased mind that isn’t swayed by ‘stories’
Workshop Purpose

Conflict resolution skills are essential for leaders to navigate difficult problems and different types of conflict. When leaders are skilled in resolving workplace conflict, they bring balance back into the work environment and actively protect employee health and wellbeing. Resolution strategies can range from active listening through to problem-solving and assertiveness. The purpose of this workshop is to help leaders build the know how around conflict management and prepare them for dealing with difficult situations.

Working with organisations in Melbourne, Sydney and across Australia, we know that leaders are dealing with more challenges than ever before. Here’s a few of them:

  1. Unconscious bias: Organisations are becoming more diverse which requires leaders to be skilled in identifying and calling out bias in their team members. To promote inclusion and a healthy work environment, it’s important for leaders to step into these conversations and use a range of resolution strategies to protect employees. 
  2. Complex world of work: Living in a ‘VUCA’ (volatile, uncertain, complex and ambiguous) environment means that leaders will need to support teams in a tougher work environment. Covid recovery, economic instability and hybrid working have contributed to increased workplace stress. In some cases, this can lead to difficult situations or conflict that will need to be actively managed. 
  3. Mental health focus: Managing psychosocial hazards and employee well-being in the workplace is now a requirement for organisations. Leaders need to be aware of their impact on the mental health of others and collaborate consistently with their teams to find positive outcomes and the ‘win-win’. 
  4. Hybrid working: Many organisations now have a hybrid arrangement for employees in place where there is a mix of office and remote work. Without supportive processes and effective communication, this can lead to missed information and frustration among team members. Leaders need strong communication skills and the ability to navigate these types of difficult situations to enable hybrid working. 
  5. Technology and rise of AI: Advancements in technology and the way we work will automate more manual work, changing job roles and what organisations consider valuable. Leaders with well-developed soft skills, in areas like conflict resolution capability, will become increasingly desirable.

Overall, these challenges can make it difficult for leaders if they’re not committed to resolving conflict to seek more positive outcomes. However, with the right support such as Conflict Resolution Training, coaching sessions, and support tools, leaders can thrive in the workplace and help their teams do the same.

Workshop Benefits

With the help of this Conflict Resolution Course, skills that leaders can put in place to enhance performance include:

  1. Reframing: When leaders learn how to pick themselves up on bias and see different perspectives, it helps them elicit greater empathy for others. Instead of getting frustrated, they can properly assess difficult situations to decide on an action plan that is focused on positive outcomes.
  2. Problem-solving: New situations, growing or changing teams, and complex work environments call for constant problem solving from leaders. Leaders are better equipped to manage conflict when they have strong skills in working through challenges constructively.
  3. Emotional intelligence: This involves the ability to cultivate self-awareness by understanding one’s own emotions and the emotions of others. Leaders can improve their emotional intelligence by engaging in self-reflection, by applying skills in active listening, and by developing empathy.
  4. Assertiveness: This communication style is the practice of speaking clearly and directly, while respecting the rights of all parties. Assertive communication is about seeking the ‘win-win’ and working through situations to achieve positive outcomes.
  5. Inclusion: Leaders who are actively driving initiatives related to diversity, equity and inclusion and challenging teams to disrupt unconscious bias, are often solving conflict at the source. When a range of perspectives and working styles are valued, it increases the potential for conflict management and constructive conversations.

By developing skills in the conflict resolution process, leaders can grow capability in managing a range of people and working styles.

Workshop FAQs

What is Conflict Resolution Training?

Our Conflict Resolution Training workshop is designed for leaders to develop skills in dealing with difficult situations and people conflict. It aims to provide participants with the skills, tools, resources and confidence necessary to find positive outcomes in work environments. Our experienced facilitators have worked with many leaders across Australia and draw from case studies and shared experiences to offer meaningful advice, practical strategies, and stories to learn from. In this training course, we refer to evidence-based strategies for dealing with conflict situations and challenging behaviours.

Why should my organisation offer Conflict Resolution Training?

Being part of this Conflict Resolution Training Program can help leaders improve their skills in active listening, assertiveness and de-escalation, so they can stay focussed on outcomes and goals. It can also help participants understand what evidence-based strategies might work to support their team in the conflict resolution process. The workshop experience is designed to help leaders learn from each other and see how they can support each other to resolve conflicts and challenges.

Who can attend Conflict Resolution Training?

Conflict Resolution Training is designed for leaders. The skills we focus on builds competency in dealing with complex situations and a range of people and perspectives. However, this training’s learning outcomes can be easily customised for emerging leaders or team members as well. A team leader might want to be involved in the session with their team too. It is also important that the organisations we work with are dedicated to supporting employee well-being and a healthy workplace culture as well.

Is Conflict Resolution Training only available in person?

Conflict Resolution Training can be delivered face-to-face at your workplace, or in a virtual or hybrid format; depending on the organisation’s set-up. It is typically made up of strategies, discussions and a series of activities to support on the job application. The training can be complemented with coaching sessions with a Thinka coach. Coaching plays an important role in challenging biases and building self-awareness and assertiveness in participants. Organisations might also opt for a blended program that makes use of an online course or other forms of media.

You can enquire about Conflict Resolution Training by talking to our our client experience team. They can also give you further information about customising or blending this program.

Adding context to scenarios to allow us to see how difficult some of the conversations to resolve conflict can be was a real highlight. Learning to how to manage managers as well as manage colleagues was also a valuable take away from the workshop.

Resolve Conflict participant, The Ticket Merchant

Workshop Outline

Delivery Options

In Person Workshop

Virtual Workshop

See Demo

Key Outcomes

1. Leaders who can apply safe frameworks to resolve conflict.

2. Leaders who can identify and regulate any bias they might have.

3. Leaders who know how to think critically and consult facts.

4. Leaders who can manage unhealthy communication styles.

5. Leaders who can break things down and build teams back up.

Target Audience


Learning Approach

Experiential and application based learning

Workshops to pair me with:

Enable Strengths

It’s about leaders seeing their own value and the value of others.

CliftonStrengths for Leaders

Drive Accountability

It’s about holding people accountable to expectations, goals and outcomes.

Skills to Hold People Accountable

Our in-person workshops maximise opportunities for robust conversation, experiential activities and intensive group work. This is no ‘death by PowerPoint’ experience – our facilitators are skilled in presenting and leading immersive experiences that get the most out of people. Supported by multimedia, attractive takeaway pages and practical strategies for using back on the job – our in-person workshops build a formidable bridge between exploration and application. We have a 10 person minimum for an in person workshop.

Our virtual workshops breathe fresh life into the online experience with their almost ‘radio show’ feel. Our expert facilitators use a combination of multimedia, questioning techniques and break out activities to target micro-skills – with a focus on application. Supported by an online platform hosting custom-built workshop materials, participants can be assured of a lively, dynamic session that has a distinct bias to action. We have a 6 person minimum for a virtual workshop.
This audience includes team members who are developing skills to perform their role with greater capability. The skills are geared toward increasing personal and professional effectiveness and are transferable across different contexts – making them last as they move through their career development journey.
This audience includes ‘middle management’ leaders who support team members in capability building. The skills are geared toward increasing leadership effectiveness and driving performance in team members in modern work contexts. These skills are flexible and built to grow with individuals as they evolve in their leadership journeys.

Thinka believes that every learner needs to walk away being able to do something differently once they’ve engaged in a learning solution. The real power is in every individual applying their learning. Our behaviour-based methods, supported by the latest research, are key to making the steps for change relevant and realistic.

Thinka supports with methods like storytelling, experiential activities or rich questioning, but ultimately, we know the integration between solution and real world is the most crucial part of the learning experience. That is why we look for ways to ‘build a bridge’ between the solution we provide and what happens back out on the job.

Whether it’s an application template, a set of strategies, some tips or a ‘how to’ model – we work hard to provide every learner with not just information but the tools they need to make a real difference.