Conflict Resolution and Relationship Building

What your team will learn

• Spot the ways conflict changes when it moves online
• Negotiate and mediate a dispute fairly and confidentially in a virtual setting
• Manage emotions and build trust in digital working relationships
• Create a plan to prevent conflict and keep online interactions constructive

1. Weeks1–2

   Understanding conflict online

   1. Session 1
      Conflict in virtual spaces

      What sets online conflict apart, and the challenges it brings in virtual settings.

   2. Session 2
      Approaches for online settings

      Digital communication strategies and conflict resolution models adapted for working online.

   3. Session 3
      Listening online

      Techniques for active listening and clear communication in online interactions.

   4. Session 4
      Being assertive online

      Expressing needs and concerns assertively, whether you're writing or speaking.

2. Weeks3–4

   Negotiation and mediation online

   1. Session 5
      Principled negotiation online

      Applying the principles of negotiation in virtual settings.

   2. Session 6
      Virtual negotiation strategies

      Using technology to negotiate online and reach outcomes that work for both sides.

   3. Session 7
      The online mediator

      The mediator's responsibilities, neutrality and ethics when mediating virtually.

   4. Session 8
      Running an online mediation

      How to run a mediation session virtually, manage the technology and keep it confidential.

3. Weeks5–6

   Emotions, trust and ethics online

   1. Session 9
      Emotions in online conflict

      Recognizing and managing emotions in digital interactions.

   2. Session 10
      Building trust online

      Building rapport and credibility in virtual relationships and while resolving conflict.

   3. Session 11
      Ethical guidelines

      Keeping online conflict resolution fair, confidential and respectful.

   4. Session 12
      Cultural sensitivity

      Understanding cultural differences and adapting your style for diverse online audiences.

4. Weeks7–8

   Complex conflicts and prevention

   1. Session 13
      Conflict in virtual teams

      Remote work challenges, team relationships and organizational conflict in virtual teams.

   2. Session 14
      Online communities

      Mediating disputes in virtual forums, social media platforms and online groups.

   3. Session 15
      Preventing conflict online

      Strategies to prevent conflict and encourage constructive online interactions.

   4. Session 16
      Your conflict resolution plan

      Each person builds their own approach to resolving conflict and building relationships online over time.

How the sessions work

• Online simulationsVirtual role-plays, case studies and scenarios to practise resolving conflict in digital settings.
• Readings and webinarsRecommended articles, e-books and webinars on online conflict resolution.
• Virtual discussion forumAn online community where your team shares experiences and asks questions.
• Live virtual workshopsInteractive video sessions with trainers and guest speakers for extra guidance.

Who it's for

• Remote and hybrid teams who work mostly over video, chat and email
• Managers who lead people they rarely see in person
• Staff who moderate online communities, forums or social media