Scenario-based eLearning Course
Team Conflict Resolution
Overview
When grade-level teams within a public school district began to struggle with communication breakdowns and growing tension during cross-functional projects, it became clear that existing processes weren’t enough to ensure smooth collaboration. Recognizing how these issues threatened both team effectiveness and psychological safety, the district reached out for a targeted, accessible solution. The stakes felt high. Success depended on equipping teammates not just with practical conflict resolution tools, but with the ability to internalize empathy and personal responsibility—qualities essential for thriving in fast-paced, high-pressure environments.
Audience and Context
Cross-functional teams seeking to improve collaboration and communication. Designed for delivery in a self-paced micro-learning format to suit busy professional schedules.
Role
Instructional Designer
Date
October 2025
Tools
Articulate 360 (Rise 360 and Storyline 360 integration)
GitHub?
Skills
eLearning Development
Content Strategy
Project Management
Uncovering Gaps in Traditional Training
ADDIE-inspired Process
Most existing staff training focused on procedural tasks and district policies. While well-intentioned, this “check-the-box” approach misses the mark when it comes to addressing the nuanced emotional and interpersonal challenges teams actually face on the ground.
Ultimately, What Skills Need Strengthening?
Analysis Phase
The analysis phase began with a discovery process involving interviews with grade-level teams and coaches to uncover key challenges, such as unclear expectations and communication silos. Collaborating closely with team leads, I translated these insights into focused research questions that directly informed the development of targeted, measurable course objectives. This phase ensured that the instructional design was grounded in real-world needs and aligned with organizational goals.
Course Learning Objectives
Recognize conflict in team settings and its underlying causes
Address conflict to promote positive outcomes
Apply a structured, five-step process for resolving team conflict collaboratively
Scoping and Instructional Design
Design Phase
The structure, sequence, and strategies to create an engaging learning experience were planned during this phase.
Storyboards for interactive slides that foster reflection
Conceptual lessons with varied media and SME insights
Integration of frameworks like psychological safety and emotional intelligence.
Approach to Content Strategy
The course content is strategically scaffolded to align with core principles of adult learning theory, particularly Kolb's Experiential Learning and Mezirow's Transformational Learning. By progressing from awareness to recognition and then application of conflict resolution strategies, the design respects adults’ preference for reflective, meaningful learning experiences that connect to their existing knowledge and personal growth.
1
Awareness
The course defines key vocabulary and describes key concepts e.g. "personal responsibility"
2
Recognition
The course provides examples of signs of conflict and prompts learners to reflect on common triggers
3
Procedure
The course outlines a clear five-step process to apply key strategies for navigating conflict
Building for Impact
Development Phase
All content is written using a conversational and empathetic tone in alignment with course goals. This course balances narrative realism through character dialogue to support learner immersion. While building I kept the following goals as my North Star.
Intentional use of Rise interactive blocks (tabs, flashcards, process) to enhance engagement while maintaining pedagogical integrity.
Continuous assessment and self-evaluation happens within embedded reflection cards, scenario decisions, and rating scales.
Purposeful use of Storyline blocks for branching simulations.
Core Features
✅ Scenario-based Simulation
Branching scenarios immerse learners in realistic team conflict situations, challenging them to make decisions and explore multiple outcomes. This interactive format lets learners practice applying conflict resolution strategies in a safe, low-pressure environment that mirrors real workplace dynamics.
✅ Guided Feedback
Supports low-stakes learning by providing personalized insights after each decision. Learners receive targeted guidance to understand the impact of their choices and refine their approach in real time.
✅ Reflection and Self-Assessment
Learners engage in self-reflection to uncover personal triggers, recognize recurring conflict patterns, and actively set personalized goals for improvement through interactive exercises.
Support/Additional Resources
Instructional content alone isn’t enough for meaningful learning outcomes. This course is thoughtfully designed to bridge the gap between theory and real-world application. The additional resources included at the end of the course provide valuable support, equipping learners with tools they can use beyond completion.
♿️ Accessibility Considerations
Included captions for all audio and video content
Used clear, jargon-free language (targeting 8th-grade reading level) across all modules
Provided multiple content formats (text, visual, audio) to support diverse learning preferences and needs
Maintained high-contrast visuals for optimal readability and low-vision accessibility
📚 Resource Library
Reference materials for post-training review including:
International Journal of Management, Public Policy and Research
5 Strategies for Conflict Resolution in the Workplace - Harvard Business School Online Articles
Managing Workplace Conflict for Enhancing Employee Satisfaction in MSMEs (2025)
These articles and case-studies offer evidence-based strategies and conceptual frameworks that can deepen learners’ understanding and skills in managing team conflict constructively.
🔧 Data collection by LMS throughout
Throughout this course, learners are asked to engage with questions centered around common workplace triggers and confidence levels in applying the learned content. For example:
What triggers strong reactions for you?
Rate yourself on your ability to effectively navigate conflicts in your team.
This data is available to be collected and used to inform future professional development
🌎 Real-World Application
This training model could be customized for:
K-12 school districts
Corporate workplaces
Community organizations
Public libraries and recreation centers
Higher education institutions
Learning Impact and Results
💪
Enhanced learner confidence in resolving conflict collaboratively, based on post-course self-ratings.
🙂
Reduced frequency and duration of reported workplace conflicts, indicating effective application of new skills on the job.
🤝
Promoted organizational alignment on communication practices and team psychological safety culture.
The Work is Never Finished
Future Enhancements
Add a video demonstration of managing conflict to support diverse learning preferences.
Expand branching scenarios with learner decision-making in simulated conflict situations
Include captions for all media to improve accessibility.
Design microlearning “refreshers” at regular 3-month intervals to reinforce content retention.
Key Insights for Improvement
Scenario-based practice creates more practical context; including additional, commonly encountered team conflicts will help learners apply skills across varied situations.
Ongoing learner feedback highlighted the value of accessible, step-by-step frameworks for managing difficult conversations.
The Result
After implementation, learners reported greater self-awareness about how their reactions influence team outcomes. Post-course reflections showed improved confidence in addressing conflict proactively—70% of participants indicated they felt “well-prepared” to handle team disputes. Team leads observed more open communication during meetings and a significant boost in psychological safety, as reflected in the latest engagement survey.
This project confirmed that thoughtfully designed, targeted eLearning can shift both mindsets and real-world behaviors.