Resolving Workplace Conflict from edX

What's inside

Learning objectives

At the end of this course, the learner will be able to:
Reduce the damaging effects of workplace conflict on individuals, groups, and the organization
Effectively address workplace conflict and enhance productivity, efficiency, and morale

Help others take responsibility for resolving their conflicts
Promote a culture of trust and mutual respect within their workgroup

At the end of this course, the learner will be able to:
Reduce the damaging effects of workplace conflict on individuals, groups, and the organization
Effectively address workplace conflict and enhance productivity, efficiency, and morale
Help others take responsibility for resolving their conflicts
Promote a culture of trust and mutual respect within their workgroup

Syllabus

Accountability and Conflict: Facilitator introduces the course and leads a discussion of the stages of the conflict. Learners build the Accountability Matrix, a construct that identifies behaviors that help leaders to either facilitate or enable conflict and employees to either take ownership or avoid resolution of conflict. Learners reflect on a series of questions about how well they promote conflict resolution.

Coaching to Meet Personal Needs: Facilitator explains when to coach an employee and when to step in and mediate. The role of the key principles, especially empathy and involvement, in addressing people’s personal needs during conflict is emphasized. Learners watch a video leader who defuses emotions and meets the individual requirements of an employee who is involved in dispute. Learners discuss how asking powerful, open-ended questions can include people and strengthen their commitment to resolving conflict.

Coaching to Meet Practical Needs: Facilitator leads a discussion on how the Interaction Guidelines can help leaders work through people’s practical needs in conflict discussions. Learners watch the leader from the previous video as she coaches her employee to resolve the conflict.

Coaching Skill Practice: Participants conduct two prepared skill practices using the coaching resolution tactic.

Mediating Toward a Common Goal: Participants discuss the difference between coaching and negotiating and are given a list of tips for a successful mediation. They then conduct a prepared mediating skill practice where two partners play the role of the people in conflict.

Session Close: Learners reflect on their course experience and how they can use the skills and techniques to resolve conflict back in the workplace successfully.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Teaches coaching and mediation, which are valuable skills for leaders to foster a positive and productive work environment by addressing conflicts effectively

Develops skills in building an Accountability Matrix, which helps leaders identify behaviors that either facilitate or hinder conflict resolution among employees

Emphasizes empathy and involvement, which are key principles in addressing the personal needs of employees during conflict and promoting a culture of trust

Includes skill practice exercises, which allow participants to apply the coaching and mediating resolution tactics in a safe and structured environment

Requires learners to reflect on their own behaviors and how they contribute to conflict resolution, which may require a degree of self-awareness and introspection

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Resolving Workplace Conflict with these activities:

Review 'Difficult Conversations: How to Discuss What Matters Most'

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Learn strategies for handling difficult conversations to better prepare for coaching and mediating conflict situations.

View Difficult Conversations: How to Discuss What... on Amazon

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Read the book, focusing on the sections about understanding different perspectives.
Identify key takeaways related to empathy and active listening.
Reflect on how these strategies can be applied to workplace scenarios.

Practice Active Listening Skills

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Improve your ability to understand and respond effectively to others, which is crucial for both coaching and mediation.

Browse courses on Active Listening

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Find a partner and engage in a conversation.
Focus on truly understanding their perspective before responding.
Summarize their points to ensure accurate comprehension.
Ask clarifying questions to gain deeper insights.

Role-Play Coaching Scenarios

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Gain practical experience in applying coaching techniques to resolve simulated workplace conflicts.

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Partner with another student from the course.
Develop realistic workplace conflict scenarios.
Take turns playing the roles of coach and employee in conflict.
Provide constructive feedback to each other.

Four other activities

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Review 'The Mediation Process: Practical Strategies for Resolving Conflict'

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Deepen your understanding of mediation techniques and strategies to enhance your ability to facilitate conflict resolution.

View The Mediation Process: Practical Strategies for... on Amazon

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Read the book, focusing on the different stages of the mediation process.
Identify key strategies for facilitating productive discussions.
Reflect on how these strategies can be applied to workplace mediation scenarios.

Develop a Conflict Resolution Guide

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Synthesize course concepts and create a practical guide for resolving conflicts, reinforcing your understanding and providing a valuable resource for others.

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Outline the key steps in conflict resolution.
Describe different conflict resolution tactics.
Provide examples of effective communication techniques.
Include tips for promoting a culture of trust and respect.

Implement a Conflict Resolution Strategy

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Apply the skills and knowledge gained in the course to address a real-world conflict situation, demonstrating your ability to effectively resolve workplace disputes.

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Identify a conflict situation in your workplace.
Assess the situation and determine the appropriate resolution tactic.
Implement the chosen strategy and monitor the results.
Evaluate the effectiveness of the strategy and make adjustments as needed.

Mentor junior colleagues

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Reinforce your understanding of conflict resolution by guiding junior colleagues through conflict situations, solidifying your knowledge and improving your leadership skills.

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Offer guidance to junior colleagues facing workplace conflicts.
Share your knowledge of conflict resolution techniques.
Provide support and encouragement as they navigate challenging situations.

Career center

Learners who complete Resolving Workplace Conflict will develop knowledge and skills that may be useful to these careers:

Mediator

Mediators facilitate discussions between conflicting parties to reach a resolution, often in legal or organizational settings. This course provides practical mediation techniques that anyone in this field can apply immediately. The skills to coach through conflict and mediate a path to resolution are core concepts of this course. Anyone who wants to pursue mediation as a career would find this course incredibly useful. The practice sessions included in the course may be particularly relevant.

See salaries and explore the career path for Mediator

Ombudsman

An ombudsman acts as a neutral party to resolve disputes and ensure fair practices within an organization. This course helps anyone in this role to effectively coach and mediate conflicts. The focus on empathy and involvement, as covered in the course, is central to the work of an ombudsman. The course can help an ombudsman maintain neutrality and resolve conflicts successfully.

See salaries and explore the career path for Ombudsman

Employee Relations Manager

An employee relations manager is often responsible for addressing workplace issues and conflict. This course provides essential skills for managing disputes, such as techniques for coaching and mediation. Understanding the stages of conflict, as covered in the course, can be invaluable for employee relations managers who need to resolve issues that arise day to day. The course also helps these managers foster a culture of trust and mutual respect.

See salaries and explore the career path for Employee Relations Manager

Conflict Resolution Consultant

A conflict resolution consultant works with organizations to assess conflict situations, facilitate resolutions, and train employees on conflict management. This course provides the coaching and mediation tactics that a consultant needs to be effective. Anyone in this field benefits from an understanding of the stages of conflict. The ability to build an accountability matrix that identifies enabling behaviors is also useful for anyone in this role.

See salaries and explore the career path for Conflict Resolution Consultant

Team Leader

A team leader is often the first point of contact when team conflicts arise. This course on resolving workplace conflict equips team leaders with the skills to address disputes constructively. The course will help them coach team members through conflict, use mediation techniques, and foster a more cooperative working environment. The coaching skill practice sessions in this course are particularly useful. These skills also help team leaders strengthen their commitment to resolving conflicts.

See salaries and explore the career path for Team Leader

Customer Service Manager

Customer service managers often need to handle agitated customers and mediate difficult conversations. This course provides the skills needed to manage disputes and de-escalate conflict. The ability to coach and mediate will help any customer service manager succeed. The techniques for addressing emotional and practical concerns will be particularly useful in this role. The course also emphasizes communication skills which are useful for customer service managers.

See salaries and explore the career path for Customer Service Manager

Human Resources Specialist

A Human Resources Specialist often addresses employee relations issues, making conflict resolution a crucial part of their role. This course, with its emphasis on coaching and mediating conflict, provides practical skills for managing workplace disputes and fostering a more positive environment. A human resources specialist must understand how to facilitate conversations and this course gives opportunities to practice doing just that. The accountability matrix is particularly relevant for those who wish to understand the causes of conflict and ways to resolve it.

See salaries and explore the career path for Human Resources Specialist

Group Facilitator

Group facilitators guide discussions and activities in group settings, often needing to manage conflicts. This course provides facilitators with practical skills for managing disputes constructively and promoting collaboration. The course's approach of coaching and mediating is useful for this role. The ability to create a positive environment based on the skills acquired in this course is invaluable for anyone who moderates a meeting or leads a group.

See salaries and explore the career path for Group Facilitator

Operations Manager

Operations managers oversee daily business operations and must ensure a productive and harmonious work environment. This course, focused on conflict resolution, provides operations managers with tools to manage disputes that may arise among staff or between departments. This course will equip operations managers to address these disputes and encourage a culture of trust. The course's emphasis on addressing practical and personal needs is highly relevant.

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Training and Development Specialist

Training and development specialists design and deliver programs that improve employee skills and workplace dynamics, often including initiatives around conflict resolution. This course offers a clear path to understanding how to manage and resolve conflict, which is invaluable. The focus on coaching and mediation gives a training and development specialist useful and practical techniques that can be incorporated into programs. The material in the course may also be shared with others.

See salaries and explore the career path for Training and Development Specialist

Nonprofit Program Manager

Nonprofit program managers oversee initiatives and teams, often encountering conflict within their staff or with the populations they serve. This course provides approaches for managing conflict constructively and helps to create a collaborative work environment. The course’s approach of understanding both practical and personal needs may be useful here. The coaching sessions and tips for mediation will help a nonprofit program manager succeed.

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Project Manager

Project managers coordinate teams and ensure projects stay on track, often navigating conflicts between team members and stakeholders. This course helps project managers utilize coaching and mediation techniques, which are useful for managing tensions that can arise in project teams. Project managers who take this course will be better equipped to recognize the signs of conflict, minimizing damage and promoting productivity. The focus on open ended questions will be useful in their day to day work.

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Social Worker

Social workers often encounter conflict in their interactions with clients, families, and other stakeholders. This course provides valuable conflict resolution skills that can be applied to diverse social work settings. The course emphasizes empathy and meeting individual needs, which are essential skills for social work. The ability to coach and mediate will help any social worker navigate difficult conversations effectively.

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Community Organizer

Community organizers work with diverse groups of people, often encountering different viewpoints and conflicts. This course provides skills for managing community disagreements and promoting effective communication. The focus on open ended questions and empathy will be useful in this role. The course’s approach to mediation can help community organizers to resolve conflicts peacefully and productively within a community.

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Counselor

Counselors regularly engage with individuals experiencing conflict, both internal and external. This course's focus on coaching and mediation provides techniques that are directly applicable to counseling sessions. The emphasis on empathy and understanding personal needs is crucial for anyone in a counseling role. Skills developed here may help counselors more effectively guide individuals toward their own solutions. The focus on open ended questions may help counselors to be more effective in their work.

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Resolving Workplace Conflict

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