Foundations of Conflict Resolution
Navigate Conflict with Confidence to Create Better Outcomes
Cost
$875
Format
Online* Instructor-led | 3 partial days | 12 hours
Next course date
November 24-26, 2026 (9:00 am - 1:00pm Atlantic Standard Time)
Conflict is like air. It is all around us and unavoidable. It occurs in organizations, workplaces and relationships. Conflict situations are challenging to deal with, but they don’t have to be confrontational or destructive. Individuals are often unsure of how to approach situations in order to both: resolve the situation effectively and keep the relationship intact.
This course will provide participants with a practical and powerful approach to dealing with conflicts effectively. You will leave with: knowledge, skills, techniques, and an introduction to a world-renowned process called “Interest Based Negotiation (IBN)” to deal with any situation.
We begin our journey to creating a better and more respectful existence. Resolution starts with us!
Understanding Conflict
- What are the impacts and costs associated with unresolved conflicts?
- The Escalation patterns, myths and attitudes surrounding conflict
Choices to deal with conflict situations
- The Formal and Informal spectrum
- When to use ADR and when to “have that conversation”!
How people handle conflict situations
- Discovering more about self, others and the workplace
Communication
- How it works
- How to deal with emotions
- The role of perceptions
- The Communication Wall
Essential communication skills to resolve conflicts
- Listening
- Questions
- Paraphrasing
- “I Statements”
Practical Skill Application
- Practicing communication skills through exercises, experiential learning, scenarios and case studies
- Interactive opportunities such as pairs and small group discussions
- Identifying which skills are appropriate to deal with each type of challenge
Knowledge, Technique and Strategies
- Shifting from judgement to curiosity
- Examining blame vs contribution theory
- How attitude integrates with the ripple effect
- The ladder of inference
- Intent vs Impact
Process
- How to “process shop” formal and informal mechanisms
- Introduction to Interest-Based Negotiation
- Finding out what is most important to you and others
- Working collaboratively to create win-win outcomes
By the end of the course, participants will have learned:
- About conflict: What it is, how it manifests and impacts people
- About how you and others deal with conflict
- The communication skills most effective in resolving conflicts and how to use them
- How to create better outcomes
- What is Interest-Based Negotiation, and how to use such an approach
You will benefit from this course if you:
- would like to gain insight into improving any work or personal relationship
- are curious about how you may be inadvertently contributing to conflict situations
- are working within an organization in any capacity
- are in a leadership, supervisory, human resource or union position
- would like to review and/or enhance your skills to deal more effectively with conflict
- find some people or situations difficult to work with or deal with
Online: 3 partial days, 9:00 a.m.-1:00 p.m., Atlantic Time
March 22-24, 2027
Make Executive & Professional Development part of your learning journey.
Foundations of Conflict Resolution counts towards the Applied Certificate in Effective Business Communication (36 hours) | Professional Certificate in Leadership Foundations (60 hours), allowing you to stack courses toward broader leadership credentials.
- Michael Petitpas, BEd, CRCert