A fully online course built to equip leaders with practical tools to address workplace conflict as it happens—not after it spirals. Scenario-first design that puts learners in the moment before teaching the theory.
Leaders need conflict resolution skills, but they don't have hours to sit through training. The content had to be substantial enough to actually build capability—not just check a compliance box—while respecting that managers have real work to do.
A 5-module WBT course that fits under 40 minutes total, with each module uploadable separately for chunked completion. Scenario-first design throws learners into decisions immediately, with theory following action—not the other way around.
"Conflict rarely appears out of nowhere. Most disputes start small, but if ignored, they can spiral." That's how the course opens—and it's also the design problem I was solving for.
Leadership training often falls into two traps: either it's a 15-minute "dusting of learning" that checks a box but builds no real skill, or it's a multi-hour commitment that managers simply won't complete. I needed something in between—substantial enough to actually change behavior, compact enough to fit into a busy leader's day.
Get all five modules—spotting conflict, de-escalation, mediation, boundaries, and follow-up—into under an hour total. Each module also needed to stand alone so leaders could complete them in chunks rather than one sitting.
I led this project end-to-end: instructional design, interactive writing, scenario scripting, video coordination with Synthesia AI, and final implementation in Storyline 360. This was an internal build for ITI (now Neumo), designed to support mid-level managers, team leads, and emerging leaders across the organization.
Five modules that progress from recognition to resolution to reinforcement. Each module was designed to stand alone—uploaded separately to the LMS so leaders could complete them in chunks across multiple sessions if needed.
Recognizing early warning signs before situations escalate. Verbal cues, behavioral changes, and when to intervene.
Calming heated situations using neutral language, body positioning, and what NOT to say when emotions are high.
Structured techniques for facilitating difficult conversations. Maintaining neutrality while moving from blame to solutions.
Setting expectations with empathy, knowing when to document, and holding employees accountable for agreements.
Preventing recurring conflicts through check-ins that support rather than police. Knowing when "resolved" actually means resolved.
The course opens with a decision, not a definition. Learners walk into a break room where two employees are arguing—notebook slammed down, arms crossed, voices raised. "What do you do?" They choose. They see the consequences. Then we teach them why.
This scenario-first approach runs throughout the course. Every module puts learners in a situation before explaining the theory behind it. The goal: build judgment, not just knowledge.
Multi-step decision paths where choices compound. De-escalate well in step one, and step two gets easier. Miss the cues early, and the situation spirals—just like real conflict.
Learners identify what's wrong with common leader responses. "You're overreacting" and "We don't have time for this drama" look obviously bad—until you're in the moment.
Sorting behaviors into "Minor Tension," "Escalating Conflict," and "Full Dispute" helps leaders calibrate their intervention timing.
Synthesia-generated video scenarios with decision points. The AI presenter sets up situations; learners choose responses; immediate feedback explains the impact.
Learners select responses to diffuse a heated argument between employees, seeing immediate consequences of their choices.
Synthesia AI presenter delivers module introductions and assessment scenarios, creating consistent, professional video content.
The scenario interactions combine Storyline 360's power with Rise 360's efficiency. Rise 360 has a pre-built scenario block that handles branching logic cleanly—I built the scenarios there, then imported them as web objects into Storyline. Best of both worlds: Rise's organized UI for rapid scenario development, Storyline's flexibility for everything else.
This wasn't just experimentation—it was a time constraint decision that paid off. Building each branching scenario by hand in Storyline takes significantly longer. The hybrid approach let me focus design energy on the interactions that actually needed custom treatment.
I've built courses in both spaces. Here's how they're distinct:
Handling tension that's already surfaced. Outbursts, friction between team members, de-escalation in the moment. How do you intervene when conflict is actively happening and restore productive working relationships?
Initiating uncomfortable dialogue before it becomes conflict. Performance issues, disengaged employees, sensitive feedback. How do you start conversations that most leaders avoid having?
Scenario-first beats theory-first. When learners make a decision before understanding the framework, they're invested in learning why their choice worked—or didn't. The emotional engagement is higher because they've already experienced the stakes.
Modularity enables completion. Uploading each module separately wasn't just a nice-to-have—it acknowledged that leaders won't always have 40 uninterrupted minutes. Breaking it into 5-12 minute chunks meant higher completion rates without sacrificing depth.
Hybrid tools save time without sacrificing quality. Using Rise 360 for scenario blocks and importing them as web objects into Storyline let me build faster while keeping the custom interactions that actually needed Storyline's power.
Substantial skill-building that fits into a busy day. Scenarios that build judgment, not just knowledge.