Resolution Lab Facilitator Guide Resolution Lab
Conflict Resolution Facilitator Guide
AUDIENCE: Grade 12
DURATION: 90 Minutes
Workshop Mission
Equip students with high-stakes communication and negotiation skills. By practicing active listening, empathy, and creative problem-solving, students develop the emotional intelligence required for college, careers, and community leadership.
Learning Objectives
Define conflict as a natural part of interaction and identify its potential for growth.
Apply active listening and "I-Statements" to de-escalate tension.
Analyze conflict scenarios to propose win-win negotiation strategies.
Provide and receive constructive peer feedback on social-emotional performance.
Materials Needed
Post-it notes & Pens
Role-Play Scenario Cards
Peer Feedback Worksheets
Workshop Slide Deck
Prep Checklist
Print scenario cards and cut them into individual slips. Arrange desks into a semi-circle to create a "performance arena" in the center.
Workshop Timeline
15 MIN
Phase 1: The Anatomy of Conflict
Introduction & Foundations
Hook: Ask students to write one word they associate with "Conflict" on a Post-it and stick it on the board. Group them into "Negative" vs "Productive."Lecture: Introduce the 3 Pillars: 1) Active Listening, 2) Empathy Mapping, 3) Negotiation Strategy.Tool: Demonstrate the "I-Statement" formula: "I feel [Emotion] when [Action] because [Reason]."
40 MIN
Phase 2: The Simulation Arena
Role-Playing Activities
Grouping Instructions:
Divide students into groups of 3 (2 actors, 1 observer). Every student will rotate roles across different scenarios if time permits.
Prep (10m): Groups receive a Scenario Card . They must identify the core need of each character and choose a resolution technique to test.Perform (30m): Each group performs their scenario for the class (approx. 5 mins each). Encourage "Stop-and-Replay" where the class can suggest a different tactic mid-scene.
20 MIN
Phase 3: The Critique Loop
Peer Feedback Session
Distribute the Peer Feedback Worksheet . After each performance, the audience spends 2 minutes silently reflecting and writing.
Focus Areas
Body language consistency
Tone of voice de-escalation
Clarity of the "win-win" proposal
Ground Rules
Start with a "Strength"
Use "I noticed..." instead of "You should..."
Keep critiques focused on the skills, not the person.
15 MIN
Phase 4: Synthesis & Reflection
Group Debrief
Facilitate a circle discussion using the following prompts:
"Which technique felt the most unnatural to perform? Why?"
"How did empathy change the power dynamic of the conflict?"
5 MIN
Closure
Summarize the 'Resolution Mindset'. Remind students that these skills are like muscles—they require repetitive practice in low-stakes environments to be available during high-stakes moments.
Role Play Scenario Cards Scenario Cards
Conflict Resolution Lab: Immersive Practice
Scenario 01
The Group Project Friction
The Conflict: Two friends are working on a high-stakes final project. One wants to take a creative, risky approach to get an A+, while the other wants to follow the rubric strictly to ensure they don't fail.
Roles:
Student A: Visionary, feels the other is being "boring" and "playing it too safe."Student B: Pragmatist, feels the other is being "irresponsible" and "putting their grade at risk."
Scenario 02
The Missed Deadline
The Conflict: A student missed a major deadline due to a personal issue they are embarrassed to discuss. The teacher, following department policy, has given a zero. The student is now confronting the teacher.
Roles:
The Student: Defensive, stressed, and feels the teacher is being "unfair" and "heartless."The Teacher: Tired, professional, and trying to maintain "academic integrity" and "consistency" for all students.
Scenario 03
The Chore War
The Conflict: Two siblings share a room and specific household chores. Sibling A has been doing most of the work lately because Sibling B has been "busy" with sports, but now Sibling A is fed up.
Roles:
Sibling A: Feels exploited and "invisible" in the household.Sibling B: Feels overwhelmed by their schedule and thinks the other is being "dramatic" over "small things."
Scenario 04
The Playbook Clash
The Conflict: During a timeout in a championship game, two teammates disagree on the final play. One wants to take the shot themselves; the other thinks they should pass to the open teammate.
Roles:
Teammate A: Confident, wants to be the "hero" and believes they have the "hot hand."Teammate B: Strategic, wants the "team win" and feels the other is being "selfish" and "reckless."
Scenario 05
The Refund Stand-off
The Conflict: A customer is trying to return a clearly used item without a receipt. The store employee is following a strict "No Receipt, No Return" policy, but the customer is becoming loud and making a scene.
Roles:
The Customer: Frustrated, feels "cheated" by the product's quality and believes "the customer is always right."
Peer Feedback Worksheet Peer Feedback Log
Conflict Resolution Lab: Observation & Analysis
Name:
Date:
Scenario Observed
Student Performers
Objective: Provide constructive, specific feedback to help your peers refine their communication skills. Focus on the actions and techniques observed, rather than the individuals.
1 What conflict resolution techniques were used effectively?
(Look for: Active listening, I-Statements, empathy, identifying core needs, or de-escalating body language.)
2 What could have been done differently to improve the resolution?
(Think about: Missed opportunities for empathy, tone of voice, or alternative win-win solutions.)
3 How did the role-play make you feel as an observer?
(Describe the emotional arc of the scene: Did you feel tension rising? When did you feel the shift toward a resolution?)
4 What did you learn from this scenario that you can apply in real life?
(Identify one specific phrase or approach from this role-play that you could use in your own future conflicts.)
Be Specific
"I noticed you lowered your voice when they got loud..."
Be Constructive
"It might have helped to acknowledge their frustration first..."
Be Positive
"That win-win suggestion was very creative!"
Resolution Lab Workshop Slides Resolution Lab
The Art of
Conflict
Mastering Communication, Empathy, and Negotiation for Real-World Success
Grade 12 Workshop
What is Conflict?
Conflict isn't "bad." It's a natural friction that occurs when people have different needs, perspectives, or values.
The Opportunity
If handled well, conflict leads to innovation, deeper trust, and better solutions.
Activity
"What is the first word you think of when you hear 'Conflict'?"
Pillar 01
Active Listening
Presence
Body language matters. Face the speaker, maintain eye contact, and put away distractions.
Paraphrase
"So, what I'm hearing you say is..." Ensure you actually understand before responding.
Clarify
Ask open-ended questions. "Can you tell me more about why that part is important?"
The Power of "I"
Instead of "You always..." try this:
I FEEL
[Specific Emotion]
WHEN
[Specific Action/Behavior]
BECAUSE
[The Impact on You]
"I feel overwhelmed when the project tasks aren't shared because I'm worried we won't finish in time."
Pillar 02
Empathy Mapping
Conflicts usually escalate because people don't feel seen or heard.
"I can see that this is really frustrating for you, and I want to understand why."
Pillar 03
Win-Win Negotiation
The Shift
Stop thinking "Me vs You" and start thinking "Us vs The Problem."
1
Identify the shared goal.
2
Brainstorm options without judging.
3
Pick the solution that meets both needs.
Your Mission
10m
Prepare
Read your card. Identify the core needs of each character. Plan your resolution strategy.
05m
Perform
Live simulation! Try to de-escalate and reach a win-win resolution in front of the lab.
02m
Feedback
The audience uses the Peer Feedback Worksheet to analyze the techniques used.
