Resolve Conflict with Confidence: Turn Tension into Solutions
Resolving Conflict...
How does this course help your business?
Resolving Conflict is an engaging and interactive, drama-based learning course supports your people with the skills to calmly navigate challenging situations without escalation, supporting them to resolve conflict in a variety of situations professionally and confidently.
In today’s pacy working environments, personality clashes, deadlines and competing priorities can lead to tension and disagreements between colleagues and even with customers. This course, using our unique drama-based simulations that can be tailored to your business, helps your employees to recognise when situations are becoming heated, supporting them with techniques to de-escalate the conversation whilst keeping themselves safe, enabling both parties to focus on solutions and move forwards.
Watch our Resolving Conflict Video
Why this course?
Resolving conflict in the workplace is a critical skill for maintaining a positive, productive environment—yet it’s often one of the most challenging.
Our Resolving Conflict course supports employees of all levels with the confidence to remain calm and in control, so they can make objective decisions when on the receiving end of another person’s difficult or aggressive behaviour, rather than reacting in a way which risks making the situation worse.
Our unique drama-based scenarios can be contextualised to your business reality so that learners can relate to the interactions, creating engagement and lasting impact. Through these scenes, we’ll explore tools and skills to equip learners to safely manage conflict in a variety of situations, developing their self-awareness and to ability to navigate escalating situations effectively, supporting resolution.
What does it cover?
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.
How do we do it?
In our Resolving Conflict course, we use drama-based learning to simulate real-world situations where conflict and aggression arise. Our professional actors bring these moments to life, allowing learners to explore the impact of different reactions, behaviours and language on these situations, and begin to focus on how they can manage their own responses.
We use forum theatre to enable learners to direct and shape the conversation, exploring how tools and approaches can be used to neutralise challenging behaviour and de-escalate tension.
We also offer an extended version of this session where learners work directly with our actors for 1-2-1 real-play, practicing real conflict interactions in a safe environment and receiving individual feedback to help them improve even further.
HOW DO WE DELIVER IT?
Learning Outcomes
Our Resolving Conflict course supports learners to manage challenging interactions with confidence to diffuse situations rather than allowing things to escalate. Through our unique drama simulations, which can be tailored to your business and context, they’ll develop the skills to resolve conflict and ease tension.
By the end of the Resolving Conflict session, learners will be able to …
· Recognise how the choices they make can influence the emotions and behaviours of others.
· Identify how using different skills and behaviours can reduce the likelihood of challenging conversations escalating.
· Demonstrate effective and proactive skills which can be used to manage and diffuse conflict in the workplace.
· Demonstrate increased self-awareness and use this knowledge to build positive working relationships and reduce internal conflict.
Why is this course important?
When conflict exists in your team, it’s not only a barrier to good working relationships and strong team dynamics, it hinders productivity, innovation and ultimately business success. Left unchecked, it will impact talent retention, and cause damage to organisational culture.
When employees feel confident about how to diffuse potential conflict, space opens up to have honest conversations, discuss ideas and reach solutions without damaging relationships and trust.
It has been a really amazing session – extremely interactive, with lots of valuable knowledge, skills and tips! It’s the most engaging training I’ve ever done, & I loved the drama element.
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.
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 can tailor the 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 can tailor the 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.
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 we?
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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