Overview
This intensive one-day course equips professionals with essential skills to manage and resolve conflict effectively, fostering trust, better communication, and psychological safety in agile and team-based environments. Through practical exercises and real-world scenarios, participants learn to transform tensions into collaboration opportunities. Successful completion earns a lifetime-valid digital micro credential from Scrum Alliance.
Prerequisites
There are no formal prerequisites are required for this course. Recommended for individuals involved in team leadership, coaching, or collaborative roles.
Target Audience
This course is designed for:
- Scrum masters, agile coaches, product owners
- Team leads, managers, and organisational leaders
- Business analysts, HR professionals, and facilitators
- Anyone working in teams where conflict can arise and affect performance
Learning Objectives
By the end of this course, learners will be able to:
- Recognise and prepare for potential team conflicts
- Understand conflict triggers and underlying dynamics
- Apply de-escalation techniques to defuse tensions
- Facilitate constructive resolution discussions while maintaining neutrality
- Create customised conflict management strategies to guide teams forward
Course Outline
Preparing to tackle conflict
- Identifying early signs of tension
- Maintaining composure under conflict
- Recognising common conflict triggers
Understanding conflict inside out
- Considering diverse perspectives and cultural influences
- Analysing root causes and escalation patterns
De-escalating team tensions
- Techniques to foster collaboration and calm
- Facilitation approaches to guide resolution
- Managing power dynamics during conflict
Mastering conflict management
- Developing a practical conflict management plan
- Applying best-practice resolution strategies
Exams and Assessments
There are no formal exams for this micro-credential. Participants demonstrate proficiency validated via practical exercises, discussions, and reflections
Hands-On Learning
- Live session over 8 hours led by accredited trainers
- Interactive scenario-based role-plays, group discussions, and facilitation practice
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.