Course / Course Details
By - SkillsGlobal
Conflict Resolution and Mediation Skills is designed to support learners in understanding, managing and resolving workplace conflict with confidence and professionalism. Conflict is a natural part of human interaction and often arises from misunderstandings, unmet needs or differences in communication styles. When handled well, conflict can lead to stronger relationships, improved teamwork and better problem solving. This course introduces practical tools that help learners recognise conflict early, respond calmly and guide conversations toward constructive outcomes.
The course also provides a clear framework for mediation, enabling learners to support colleagues through structured and respectful conversations. Mediation skills help individuals remain neutral, create safety and facilitate mutual understanding between parties. By learning how to manage difficult behaviours, guide problem solving and promote open communication, learners will gain the ability to prevent escalation and build healthier workplace relationships. These skills strengthen team culture, increase morale and support long term conflict prevention.
By the end of this course, learners will be able to:
Explain the nature of workplace conflict and identify common contributing factors.
Describe the impacts of unresolved conflict on individuals, teams and workplace performance.
Apply emotional regulation, active listening and respectful communication during conflict situations.
Facilitate mediation conversations using a structured and neutral approach.
Use practical techniques to de escalate tension and guide participants toward shared understanding.
Respond appropriately to challenging behaviours such as anger, defensiveness and withdrawal.
Promote open communication and early intervention to prevent conflict escalation.
Design a personal action plan for ongoing development in conflict resolution and mediation.
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