Conflict Resolution

Workplace conflict can be defined as any situation where multiple parties have opposing needs and may range from everyday issues between people that have good relations to more serious situations involving significant interpersonal tension. Regardless of the conflict, a skilled communicator will seek to resolve it in a way that maximizes both the substantive outcome and the relationship.

Fortunately, conflict resolution skills can be readily learned by most people, and the tools can be used effectively even when the other party has no specific conflict resolution skills.

This program focuses intensively on skills practice, so that participants build a high level of confidence in the tools they learn before leaving the room.

Results You Can Expect

  • Stronger relationships with others
  • Greater ability to positively influence others
  • Improved ability to deal with difficult people
  • Negotiated outcomes that are perceived as win-win by all parties
  • Greater accountability on teams
  • A shift from superficial to systemic solutions
  • A more respectful workplace

Key Focus Areas

  • Understanding one’s own biases when approaching conflict
  • Conflict root causes
  • Dealing with difficult personalities
  • The 5 modes of conflict resolution and when to use them
  • Active listening skills
  • Assertiveness without aggressiveness
  • Focusing on interests versus positions
  • Effective tone and body language
  • Collaborative problem solving (achieving win-win outcomes)
  • Giving constructive feedback

Target Audience

This course is applicable to employees at all organizational levels.

Formats – more

In-house (on-site or virtual)
  • ½-day workshop
  • 1-day workshop
  • Blended learning
Public Enrolment (virtual)
  • ½-day workshop


Kwela delivered a workshop for us on assertiveness for Nursing students. The facilitator had a very interactive approach which was refreshing and very engaging. They were able to build instance rapport with participants.

They customized the session for us and hit the mark exactly where our students were. They used examples to illustrate the points and were able to give a different perspective to our students. I would highly recommend them.

Catherine Warren
Student Development Specialist
BCIT Student Association