Workplace Conflict Resolution Training Courses & Workshops

Your team deserves more peace and less stress! That’s why we specialize in delivering custom, interactive conflict resolution training workshops for small and large work teams around the world, in-person and virtually.

No matter the size of your business or organization, conflict management training can help make your operations run more smoothly and efficiently. Pollack Peacebuilding has extensive experience in workplace conflict, and we know how to train your staff and executive team.

Conflict Resolution Training Workshops

Your team deserves more peace and less stress! That's why we specialize in delivering custom, interactive conflict resolution and communication training workshops for small and large work teams around the world, in-person and virtually.

What Is Conflict?

Conflict is a state of opposition, a clash between seemingly incompatible elements. It’s when our goals, desires, values, or even our personalities rub against each other the wrong way. This can spark feelings of frustration, tension, and possibly anger.

However, conflict isn’t necessarily negative. It can be a signal that something needs to change—a catalyst for pushing boundaries and reaching new solutions. Here are a few types of conflict we might encounter:

Interpersonal Conflict
  • This happens between individuals, such as coworkers, friends, and family members. A misunderstanding, feeling disrespected, or a fight over something personal can create tension.

Intrapersonal Conflict
  • This refers to the internal struggle within ourselves. We may be torn between conflicting desires or feel pressured to conform to others' expectations.

Group Conflict
  • Departments within a company, sports teams, or even political parties can clash as goals diverge and competition sparks.

Organizational Conflict
  • Sometimes, the very structure, procedures, or policies of an organization or workplace create situations where needs feel incompatible, fueling wider conflict.

Why Understanding Conflict Matters

The sooner we recognize the signs of conflict, the better positioned we are to address it before it escalates. When we start approaching conflict as a source of potential understanding or creative problem-solving, we build more resilient relationships—both in and out of the workplace.

Techniques That Can Be Used to Resolve Conflict in the Workplace

Everyone reacts to conflict differently. Some people clam up, hoping the issue will miraculously disappear. Others dig in their heels, fueled by the thrill of a good argument and determined to “win” regardless of relationships. In the workplace, both extremes can quickly poison team dynamics and create a frustrating cycle of miscommunication and unresolved tensions.

Understanding our instinctive conflict style is the first step toward a healthier approach. Think of them less as rigid labels and more as tendencies we can learn to adapt to different situations. If you find the way you usually react doesn’t produce positive results, it’s a powerful signal that it’s time to broaden your conflict management toolkit.

Active Listening

  • True active listening is a transformative force in conflict resolution. It's not just about politely waiting for the other person to finish so you can voice your own opinions. It's about being fully present and genuinely seeking to understand their world. Phrases like "It sounds like you're feeling pretty overwhelmed..." or "Can you tell me more about why this feels important to you?" signal that you're not just hearing their words but digging deeper into the emotions and needs driving them.

  • This empathy disarms defensiveness, shifting the dynamic away from a battle of opposing viewpoints and toward a collaborative search for solutions. When someone feels truly understood, they become more open to hearing other perspectives, ultimately paving the way for productive conflict resolution.

The Power of "I" Statements

  • In the heat of conflict, it's tempting to resort to blaming language that puts the other person on the defensive. Statements like "You never listen!" or "You're always sabotaging my work!" damage relationships and make finding solutions nearly impossible. "I" statements offer a powerful alternative. By focusing on how a situation impacts you, you take ownership of your feelings without launching into character attacks.

  • For example, instead of "You're so rude!", try "When I'm spoken to that way, it makes me feel disrespected and less likely to share my ideas." This shifts the conversation toward addressing the root issue, fostering collaboration, and ultimately contributing to a more harmonious workplace.

Uncovering Shared Goals

  • Workplace conflicts can feel like a battle between irreconcilable viewpoints, creating silos and resentment. It's vital to remember that beneath the surface of disagreements, there are often fundamental goals that everyone involved shares. Maybe a team is deeply invested in the success of a project, but clashes over the best way to get there lead to conflict.

  • Open-ended questions are powerful tools for revealing these deeper connections. Asking, "What does a successful outcome look like to you?" or "What's the bigger picture we're all striving for here?" can lead to surprising areas of agreement. Once these shared goals become clear, they shift the focus away from opposition and toward collaborative problem-solving. This approach forms the foundation for building meaningful solutions that honor everyone's underlying needs.

Creative Solutions

  • Successful conflict resolution is about collaboration, not everyone walking away slightly dissatisfied. This is where open-ended brainstorming is effective. What options exist to meet everyone's needs? Are there ways to think outside the box and achieve that shared vision? This is where conflict analysis helps illuminate new paths forward.

  • Sometimes, managing conflict in the workplace takes time. If emotions run high, respectfully suggest a brief break ("Perhaps we can reconvene after lunch with clearer heads."). For more serious conflicts, a skilled mediator can structure the conversation and facilitate agreements.

The Ripple Effect

  • Dedicating time to strengthening your conflict resolution skills isn't just about one disagreement. It's an investment with far-reaching effects. Conflict management training is invaluable for leadership development, boosting morale, and reducing misunderstandings that impact productivity. Effective conflict resolution strengthens relationships and helps teams face challenges together.

  • When two or more parties can address conflict calmly and seek solutions that meet everyone's needs as best as possible, collaboration, innovation, and workplace satisfaction soar. It's a skill well worth acquiring.

Why Train with Pollack Peacebuilding?

#1: All Trainings Are Customized
  • Your company is unique, so you need customized conflict resolution training. Generic conflict management skills will not deliver the results you need, which is why we work with you to develop a comprehensive training curriculum.

  • We start with expert-developed formats, then tailor our program (in-person classes or online workshops) to suit your unique goals and objectives.

#2: We Are Subject Matter Specialists
  • Conflict resolution training for healthcare workers is much different than for company executives or customer service representatives. The best way to learn how to resolve conflict is to practice with real-world situations that your team will encounter regularly.

  • Pollack Peacebuilding System is not like other conflict resolution training companies. We pride ourselves on developing programs specialized in your industry or field. We know how to tailor organizational conflict management training accordingly.

#3: Led by Expert Practitioners
  • While it’s possible to learn communication skills and conflict management strategies by reading, the best teacher is experience. We also know that the best way to relay high-quality conflict resolution practices is to use expert practitioners who work within your industry.

  • This setup is beneficial in a couple of different ways. First, you get a more comprehensive training program that shows you how to resolve conflict within your organization. Second, because our conflict resolution practitioners work in the field, they can offer valuable insight.

  • Typically, you can develop a better conflict resolution process than you would with a generic program.

Conflict Resolution Workshops for Organizations and Teams

Pollack Peacebuilding's group training assists in reducing negative habits so that workplace conflicts can be more effectively resolved. Employees learn new techniques and approaches for handling conflict effectively.
When these new abilities and methods are implemented, they not only help employees feel more engaged at work, but they also help overall organizational efficiency. Through training, team members learn how to manage the challenging and inevitable issues of workplace conflict.
Here are the different conflict resolution training workshops we offer that can improve your business or organization.
In-Person or Vitrual
  • Understand language, body position, and tone for effective communication
  • Learn common Communication Roadblocks
  • Be better equipped to communicate effectively and respectfully
  • Understand the psychological dynamics of conflict
  • How to shift from reactivity to response
  • More about Communication Training
  • This conflict management training workshop covers all the basics of resolving conflict within your organization. It works as a strong foundation to help your team understand what it takes to achieve successful conflict management both in the short and long term.

This conflict management training workshop covers all the basics of resolving conflict within your organization. It works as a strong foundation to help your team understand what it takes to achieve successful conflict management both in the short and long term.

Conflict Resolution Skills: Best Practices for Difficult Conversations
In-Person & Virtual
  • Understand the psychological dynamics of conflict
  • How to shift from reactivity to response
  • Learn skills to help all parties get needs met
  • Practice reflective listening & dialogue skills
  • Learn creative conflict resolution techniques

One of the most valuable conflict resolution skills one can learn is communicating effectively, especially when discussing sensitive or charged subject matter. In many cases, individuals can’t resolve conflicts because they don’t know how to talk to everyone involved in the situation.

Through active listening and problem-solving, it’s much easier for trainees to have these conversations and facilitate a stable resolution.

From Identity to Humanity: Difficult Conversations Around Identity
In-Person & Virtual
  • Engage in courageous conversations
  • Practice active-listening and awareness-building
  • Explore the dynamics of identity and humanity
  • Create space for continuous dialogue
  • Create specific action steps that foster a more conscious, inclusive, and equitable workplace environment
  • More about Diversity Training

Personal identity is a topic being discussed more openly, both in the workplace and in public. Unfortunately, not everyone knows how to discuss this subject properly or with the right emotional intelligence.

A big part of conflict resolution is knowing how to approach sensitive topics and address potential concerns before they escalate. This workshop shows trainees how to start these conversations, particularly with those who may have negative attitudes toward the subject matter.

For Coworkers, Customer Service, Student Services, and Event Management Personal
  • Understand the psychology of care: understanding psychological needs
  • Learn about the psychology of aggression
  • Learn emotional self-management: techniques for self-regulation
  • How to solve problems quickly and peacefully
  • Practice De-Escalation Interaction Sequence: Best practices for de-escalating
  • More about De-Escalation Training

One of the most valuable conflict management skills is knowing how to de-escalate a situation. Workers in customer service, student services, and event management know the danger of allowing a conflict to escalate beyond their control. So, this training course shows them how to identify potential situations and address them immediately.

This workshop is unavailable as online training because trainees should practice these vital skills in person. Typically, in these industries, managing workplace conflict is less about managing coworkers and employees and more about handling the public.

In-Person or Vitrual
  • Understand language, body position, and tone for effective communication
  • Learn common Communication Roadblocks
  • Be better equipped to communicate effectively and respectfully
  • Understand the psychological dynamics of conflict
  • Lean how to shift from reactivity to response
  • More about Communication Training

This conflict management training workshop covers all the basics of resolving conflict within your organization. It works as a strong foundation to help your team understand what it takes to achieve successful conflict management both in the short and long term.

Conflict Resolution Skills: Best Practices for Difficult Conversations
In-Person & Virtual
  • Understand the psychological dynamics of conflict
  • Learn how to shift from reactivity to response
  • Learn skills to help all parties get their needs met
  • Practice reflective listening & dialogue skills
  • Learn creative conflict-resolution techniques

One of the most valuable conflict resolution skills one can learn is communicating effectively, especially when discussing sensitive or charged subject matter. In many cases, individuals can’t resolve conflicts because they don’t know how to talk to everyone involved in the situation.

Through active listening and problem-solving, it’s much easier for trainees to have these conversations and facilitate a stable resolution.

From Identity to Humanity: Difficult Conversations Around Identity
In-Person & Virtual
  • Engage in courageous conversations
  • Practice active listening and awareness-building
  • Explore the dynamics of identity and humanity
  • Create space for continuous dialogue
  • Create specific action steps that foster a more conscious, inclusive, and equitable workplace environment
  • More about Diversity Training

Personal identity is a topic being discussed more openly, both in the workplace and in public. Unfortunately, not everyone knows how to discuss this subject properly or with the right emotional intelligence.

A big part of conflict resolution is knowing how to approach sensitive topics and address potential concerns before they escalate. This workshop shows trainees how to start these conversations, particularly with those who may have negative attitudes toward the subject matter.

For Coworkers, Customer Service, Student Services, and Event Management Personal
  • Understand the psychology of care: understanding psychological needs
  • Learn about the psychology of aggression
  • Learn emotional self-management: techniques for self-regulation
  • Learn how to solve problems quickly and peacefully
  • Practice De-Escalation Interaction Sequence: Best practices for de-escalating
  • More about De-Escalation Training

One of the most valuable conflict management skills is knowing how to de-escalate a situation. Workers in customer service, student services, and event management know the danger of allowing a conflict to escalate beyond their control. So, this training course shows them how to identify potential situations and address them immediately.

This workshop is unavailable as online training because trainees should practice these vital skills in person. Typically, in these industries, managing workplace conflict is less about managing coworkers and employees and more about handling the public.

Workshops for Organizations and Teams

De-escalation Skills for Identity-Based Conflict
For Coworkers, Customer Service, or Student Services
  • Learn emotional self-management: techniques for self-regulation
  • Practice De-Escalation Interaction Sequence: Best practices for de-escalating
  • Understand the psychology of identity
  • Practice De-Escalation for Identity Conflicts
  • More about De-Escalation Training

This conflict resolution workshop is similar to our standard de-escalation training, but it has a special focus on identity-based scenarios.

Mediation Techniques: Conflict Resolution Skills for Leaders
In-Person & Virtual
  • Understand the basics of conflict and how it should be perceived
  • Learn basic mediation techniques to help discover alignment between parties
  • Finding solutions: Best practices for brainstorming
  • Best practices for implementing accountability

Managers, executives, and supervisors need to know how to manage conflict before, during, and after it occurs. Because leaders are often in a mediation position, they must develop strong interpersonal skills to help achieve a mutually acceptable solution. This conflict resolution course also focuses on preventing future conflicts within the organization.

Peacebuilding Techniques: Conflict Transformation Skills for Leaders
In-Person & Virtual
  • Understand the basics of conflict and how it should be perceived
  • Understand the psychology of conflict
  • Learn intermediate mediation techniques to help discover alignment between parties
  • Learn practical processes for helping others rebuild trust in order to work together productively

Managing conflict involves more than just problem-solving and active listening. This training course goes beyond conflict resolution to focus on long-term solutions. These conflict management skills are also designed to help make the whole organization run more smoothly in addition to resolving immediate conflicts or incidents.

Conflict Management Training Workshops

In-Person & Virtual
  • Certified, professional facilitation that comes with additional training resources.
  • Employees will gain enhanced communication abilities and improved listening skills.
  • Staff will learn to construct respectively but assertive messages by understanding conflict psychology.
  • Customer and employee disputes can be better handled by your team.
  • More about Conflict Management Training

Conflict management training is more comprehensive because it involves everyone in the organization, not just those in leadership positions. This program delivers a fundamental understanding of conflict resolution and how it impacts the workplace. When everyone is on the same page, it’s much easier to address unresolved conflict and build a more peaceful company culture.

De-escalation Skills for Identity-Based Conflict
For Coworkers, Customer Service, or Student Services
  • Learn emotional self-management: techniques for self-regulation
  • Practice De-Escalation Interaction Sequence: Best practices for de-escalating
  • Understand the psychology of identity
  • Practice De-Escalation for Identity Conflicts
  • More about De-Escalation Training

This conflict resolution workshop is similar to our standard de-escalation training, but it has a special focus on identity-based scenarios.

Mediation Techniques: Conflict Resolution Skills for Leaders
In-Person & Virtual
  • Understand the basics of conflict and how it should be perceived
  • Learn basic mediation techniques to help discover alignment between parties
  • Finding solutions: Best practices for brainstorming
  • Best practices for implementing accountability

Managers, executives, and supervisors need to know how to manage conflict before, during, and after it occurs. Because leaders are often in a mediation position, they must develop strong interpersonal skills to help achieve a mutually acceptable solution. This conflict resolution course also focuses on preventing future conflicts within the organization.

Peacebuilding Techniques: Conflict Transformation Skills for Leaders
In-Person & Virtual
  • Understand the basics of conflict and how it should be perceived
  • Understand the psychology of conflict
  • Learn intermediate mediation techniques to help discover alignment between parties
  • Learn practical processes for helping others rebuild trust in order to work together productively

Managing conflict involves more than just problem-solving and active listening. This training course goes beyond conflict resolution to focus on long-term solutions. These conflict management skills are also designed to help make the whole organization run more smoothly in addition to resolving immediate conflicts or incidents.

Conflict Management Training Workshops

In-Person & Virtual
  • Certified, professional facilitation that comes with additional training resources.
  • Employees will gain enhanced communication abilities and improved listening skills.
  • Staff will learn to construct respective but assertive messages by understanding conflict psychology.
  • Customer and employee disputes can be better handled by your team.
  • More about Conflict Management Training

Conflict management training is more comprehensive because it involves everyone in the organization, not just those in leadership positions. This program delivers a fundamental understanding of conflict resolution and how it impacts the workplace. When everyone is on the same page, it’s much easier to address unresolved conflict and build a more peaceful company culture.

Workshops for Organizations and Teams

Communication Skills: Best Practices for Preventing & Resolving Conflicts
In-Person or Vitrual
  • Understand language, body position, and tone for effective communication
  • Learn common Communication Roadblocks
  • Be better equipped to communicate effectively and respectfully
  • Understand the psychological dynamics of conflict
  • How to shift from reactivity to response
Conflict Resolution Skills: Best Practices for Difficult Conversations
In-Person & Virtual
  • Understand the psychological dynamics of conflict
  • How to shift from reactivity to response
  • Learn skills to help all parties get needs met
  • Practice reflective listening & dialogue skills
  • Learn creative conflict resolution techniques
From Identity to Humanity: Difficult Conversations Around Identity
In-Person & Virtual
  • Engage in courageous conversations
  • Practice active-listening and awareness-building
  • Explore the dynamics of identity and humanity
  • Create space for continuous dialogue
  • Create specific action steps that foster a more conscious, inclusive, and equitable workplace environment

Workshops for Organizations and Teams

De-Escalation Skills
For Coworkers, Customer Service, Student Services, and Event Management Personal
  • Understand the psychology of care: understanding psychological needs
  • Learn about the psychology of aggression
  • Learn emotional self-management: techniques for self-regulation
  • How to solve problems quickly and peacefully
  • Practice De-Escalation Interaction Sequence: Best practices for de-escalating
De-escalation Skills for Identity-Based Conflict
For Coworkers, Customer Service, or Student Services
  • Learn emotional self-management: techniques for self-regulation
  • Practice De-Escalation Interaction Sequence: Best practices for de-escalating
  • Understand the psychology of identity
  • Practice De-Escalation for Identity Conflicts
Mediation Techniques: Conflict Resolution Skills for Leaders
In-Person & Virtual
  • Understand the basics of conflict and how it should be perceived
  • Learn basic mediation techniques to help discover alignment between parties
  • Finding solutions: Best practices for brainstorming
  • Best practices for implementing accountability

Step-by-Step: What to Expect from Conflict Resolution Training

Knowing the basics of workplace conflict resolution training is one thing, but what can you expect from Pollack Peacebuilding exactly? We are a full-service workplace training and coaching company so we develop engaging and personalized seminars that illustrate the conflict resolution process so your team knows how to respond.
Here’s a breakdown of what’s included in our conflict management training. We can also develop programs for teams of any size around the globe.
Step #1:
Assessment
  • Before we can create a successful conflict resolution training program, we need to understand your organization and how it operates. During this step, we’ll discuss specific pain points so we can include them in the training. For example, your staff may need to develop better communication skills, or they may need to work on their problem-solving skills.
Step #2:
Training Design
  • We understand that conflict occurs at any time, and your team may respond better to different conflict management styles. During this stage, we work hard to incorporate as many details as possible to ensure you know how to resolve workplace conflict whenever it happens. We lean on our expertise and field experience to customize a training program that meets your unique challenges.
Step #3:
Training Delivery
  • Pollack Peacebuilding only provides expert practitioners in peace and conflict management. These practitioners conduct each workshop, unlike other training organizations, and our trainers make sure to put their knowledge into practice. Not only are they full-time organizational peacebuilders, but they only bring to the seminars what they know to be effective based on past experiences.

All Industries Benefit from Conflict Resolution Training

Typically, corporations and administrative workplaces are the ones investing in conflict resolution training. However, insufficient management skills can hurt companies of all shapes and sizes across all industries.
For that reason, Pollack Peacebuilding is committed to providing comprehensive training for companies in every field. Here’s a breakdown of the industries we serve and why conflict management training is so vital.

Airlines – Social media has illustrated the stress that passengers and airline staff must endure regularly. While many factors are at play, this industry must handle conflicts differently than any other. For example, if a conflict erupts mid-flight, attendants must know how to de-escalate the situation to avoid altercations or damage to the aircraft.

Schools & UniversitiesEducators have stressful jobs already, but modern school environments are far more challenging today than in years past. Disruptive students, added regulations and limited funding can all merge to create situations primed for conflict. De-escalation skills are hugely beneficial, especially when they can help prevent altercations on campus.

Social Workers and First Responders – Social workers must handle sensitive environments involving families and children. So, knowing the proper conflict resolution tactics can make all the difference. Similarly, first responders must know how to address conflicts when working in high-stress situations, such as traffic incidents or disaster zones.

Customer Service – Typically, customer service representatives don’t receive comprehensive conflict resolution training. However, whether they’re working at a cash register or fielding calls from clients, this training can help them empathize with customers and provide better service.

The Advantages of Conflict Resolution Training

While it’s easy to see how some industries may benefit from conflict management training, the fact is that all businesses should take advantage. Here are some of the more tangible benefits of training courses from Pollack Peacebuilding.
Better Organizational Communication
  • Communication breakdowns are a leading cause of workplace conflict. Misunderstandings, hostile intent, and ignorance can all foster negative attitudes and emotions.

  • With conflict resolution training, workers will learn how to communicate more effectively by understanding how their words impact others. The ability to see someone else’s point of view during a conversation can help prevent conflicts and de-escalate charged situations.

  • Overall, when everyone communicates more effectively, the entire business can run more smoothly.

Stronger Company Culture
  • Training courses and programs can help connect workers to each other. These courses offer shared experiences that enable participants to get to know each other better. Plus, these programs can reinforce your existing company culture and make it more accessible to the average employee.

  • While conflict resolution focuses on specific incidents, our training goes much deeper to identify the root of a problem. Through empathy, active listening, and positive communication, participants can share and strengthen the company culture from the inside out.

Happier and More Productive Employees
  • Often, employees who feel disregarded or ignored are more likely to leave an organization. These feelings can manifest when conflicts go unnoticed or unresolved. So, comprehensive conflict resolution training helps workers feel seen, heard and understood.

  • The more proactive your trainees are at identifying and addressing conflict, the more satisfied the workforce. Happy workers make productive workers, so you can see tangible results immediately.

Our Workplace Conflict Training Gets Results

In addition to improved human engagement, morale, and mental-emotional health, the most important result of our services is organizational effectiveness. Here are a few satisfied clients.
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I brought PPS in to conduct customer service de-escalation training. Jeremy taught techniques and offered tips to help our team members remain calm and professional in difficult situations. He included roleplay scenarios that were particularly helpful. The things our team members learned in the workshop will benefit them in all aspects of their lives. During the workshop, I remember thinking I wish someone had provided me that training early in my career.

– Simone McGinnis, General Manager, Val Vista Lakes Community Association

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“We reached out to Pollack Peacebuilding in search of resources and training to positively engage with conflict and build a healthier community in a complex congregational system. In addition to the concrete mediation skills, Henry from PPS taught participants that their own mindfulness, intent, and ongoing personal work and preparation are key to peacemaking. I could see the group identity and cohesion emerge early in the training. His expertise in content, methodology, and pedagogy was excellent. Our leaders highly valued his teaching and the time they spent together in his training.”

– Rev. Teresa Schwartz, First Unitarian Church of Chicago

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“Jeremy and the team have been wonderful to work with and break the material down in such a way that one learning intuitively builds on the next. The feedback from our team has been nothing but excellent and everyone feels empowered to have conversations that help our students grow and develop. We found such value in the program that we are now launching to our entire company!”

– Kalli Blackwell Peterman, GM, Aveda Arts & Sciences Institutes

Contact Us Anytime

We all know conflict can be challenging and stressful. And there's not always an easy solution to transforming or preventing conflict. We've designed programs that are efficient and effective to help organizations address the most difficult and pressing issues. Get in touch today to learn more.
Address
3104 E Camelback Rd. #2099
Phoenix, AZ 85016
Call us
(800) 650-1429
Email
support@pollackpeacebuilding.com

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