An essential part of learning anything is that the learner can demonstrate it what they just leant.
After your team has taken a short training session, say, in conflict resolution, sit down with them and give them several scenarios, asking them one by one to tell you how they would resolve an imaginary conflict situation.
For example, ask, “What would you do if a customer called you and they were angry that the invoice they’d just received from us was completely wrong? How would you manage their anger and resolve their complaint?”
