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After learning that its employees felt ill-equipped to deal with conflict, an organisation has built conversation skills in more than a third of its 4,200-strong workforce, and the results are palpable, its learning experience business partner says.

Technology company Xero had noticed a common theme in its employee pulse checks – a desire to grow more competent in the art of conversation, and less conflict-avoidant, Phil Crothers tells HR Daily.

Xero, which launched in New Zealand 17 years ago and now has offices in eight countries, realised that while it was training employees in some core soft skills, there was a notable gap when it came to stepping into conflict, he says...