An Introduction to Conflict Resolution


Conflict is inevitable. As humans, we have individual needs and goals that we try to meet. Conflict occurs when we perceive or experience:

  • Incompatible goals or needs
  • Different processes/routes to a goal
  • Interference in meeting our goals or needs

This course teaches you how to explore those differences, look for common ground, build understanding, and find solutions that meet the needs of both parties in a collaborative way. We will also explore how to handle problematic behaviour to prevent conflict from escalating. Conversations such as these can be difficult as emotions may escalate, so you will also learn how to handle defensiveness and anger – both yours and the other party’s.

You will learn a combination of methods to establish rapport, defuse anger, explore assumptions, clarify issues, identify needs and interests, and negotiate mutually agreeable solutions.

Course content can be custom-designed to meet your timeline and needs from topics such as:

  • Adversarial and collaborative approaches
  • Destructive and positive functions of conflict
  • Various personal styles of resolving conflict
  • Identifying issues and individual interests/needs
  • Understanding the reasons we react and behave the way we do
  • Communication skills for listening & asserting/speaking
  • Clarifying assumptions
  • Conflict resolution model
  • Self-management, setting limits and disengaging
  • Understanding emotion
  • Responding to defensiveness, anger, and resistance



The learning environment includes instruction, exercises, small and large group discussions, and lots of hands-on practice. My goal is to help you develop your skills and sense of confidence.

*Note: I am also a certified personal coach with experience working with individuals on this topic. I can work with you one-on-one to learn and practice these skills in a confidential setting.