Learning how to resolve conflict early in increasingly polarised workplaces
Sensitive world events and differing viewpoints create increasing conflict in workplaces; we use actor-based learning to upskill the HR team of a multinational software company in dealing with an increasingly challenging environment.
The challenge
As society becomes more polarised, so do our workplaces. We’re seeing an increase in the number of people who have less tolerance for others' views, and often have little or no interest in understanding different perspectives. This underpins much of the rising amount of conflict in workplaces we’re dealing with at the moment, particularly in light of the global socio-political events currently taking place in 2025. A multinational software company approached us recognising the severity of this issue, looking to build their HR teams’ skills and confidence in preventing conflict from escalating and resolving it early, particularly in a hybrid, global environment and on digital messaging platforms like Slack.
The solution
We often deploy a drama-based approach in our work, as it consistently proves a powerful way to bring hypothetical situations to life and allows learners to build confidence and embed skills in a safe environment. In this instance we used forum theatre, where two actors played out a conflict situation with frequent input from the learners to explore how different approaches would unfold. This was supplemented by high-energy educational sessions exploring the Psychology of conflict in workplaces and lessons from our decades of experience; role play sessions where learners practiced facilitating the resolution of a conflict situation; and information about a toolkit of support that could be accessed in the flow of work long-after the sessions. All of this was tailored to working life in the company, and was carefully designed to be able to be delivered in multiple countries; virtually where needed.
The impact
100% of participants reported that the sessions were a good use of their time, referring to the session as “eye opening” and “a reminder on how we can mitigate larger issues.” There was consistently positive feedback about the use of actor-based learning, and how it exceeded previous types of training they’d experienced in the past. Our client told us: “Such sessions not only reinforce a consistent approach to conflict resolution, but also provide a safe and supportive space for team members to practise new strategies, share experiences, and build confidence in addressing challenging situations. By investing in continuous development, we ensure our HR professionals remain equipped to foster a positive and harmonious workplace for all.”
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