Mastering Conflict Management and Resolution at Work from Udemy

Does interpersonal conflict make you cringe? Don't worry; you're not alone. Many of us would rather get a root canal than have to confront someone about a conflict. But avoiding conflict never helped anyone. This course will make it easier for you to manage conflict and by the end of this course, you may even welcome the chance to work through a tough conflict.

In this course, you will:

Look at some of your past conflicts to understand how you typically handle conflict (and whether it's effective. )
Gain valuable tools to handle any conflict immediately
Learn how to recover from conflict, and what to do after the conflict is over to repair a relationship

This course is designed to be actionable, fun, reflective, and thought-provoking. In my experience as a psychologist and executive coach, I’ve helped many people navigate conflict. Throughout the course, I’ve included exercises and tools that I’ve found to be the most helpful when working through conflict so that you’re prepared to resolve any conflicts that may arise in your life right away.

It won't always be easy, but it will be worth it. Let's face it: conflict is inevitable, and people who have the tools to handle it effectively are more productive, fulfilled, and influential. So if you're ready, fasten your seat-belt and get ready to learn.

CPE (Continuing Professional Education)

Learning Objectives

Identify how to resolve conflict and attend to a relationship effectively.
Name the 5 conflict handling behaviors.
Recognize why effective conflict resolution is important for meaningful relationships.
Identify reasons people have conflict with each other.
Name the typical reasons people are challenged by interpersonal conflicts.
Recognize the three aspects of the conflict handling spectrum.

For additional information, including refunds and complaints, please see Udemy Terms of Use, which is linked from the footer of this page.

For more information regarding administrative policies, please contact our support using the Help and Support link at the bottom of this page.

What's inside

Learning objectives

Define conflict and identify your conflict handling style
Use strategies to manage your defensiveness

Tools to help you resolve any conflict and remain calm in heated arguments
Methods for recovering from conflict, rebuilding trust, forgiving, and apologizing

Define conflict and identify your conflict handling style
Use strategies to manage your defensiveness
Tools to help you resolve any conflict and remain calm in heated arguments
Methods for recovering from conflict, rebuilding trust, forgiving, and apologizing

Syllabus

Welcome!

Welcome to the course

What is conflict?

Exercise: Past conflicts

Let's review what you've learned in Section 2.

Let's review what you've learned in Section 3.

Let's review what you've learned in Section 4.

In order to receive CPE credit for this course, you must a) complete all course content, and b) pass this qualified assessment with 70% or greater.

Traffic lights

Read about what's good

what should give you pause

and possible dealbreakers

Explores interpersonal conflict resolution, which is standard in personal and professional settings

Taught by a psychologist and executive coach with experience in conflict navigation

Develops valuable defusing tools and strategies for preventing conflict escalation

Examines reasons for conflicts and provides tactics for fostering understanding

Provides a framework for rebuilding trust and apologizing effectively after a conflict

Teaches methods to promote constructive conflict resolution, which is useful in diverse settings

Reviews summary

Practical conflict resolution for professionals

According to learners, this course offers practical and actionable tools for managing conflict effectively, particularly within the workplace. Many highlight the instructor's calm demeanor and expertise, finding the advice transformative and applicable to real-life situations. The bite-sized modules and focus on self-reflection on conflict styles are frequently praised as strengths. While highly recommended for its clear, fundamental principles and focus on recovering from conflict and rebuilding trust, some students with prior experience found the content too introductory, desiring more advanced scenarios or depth on complex organizational conflicts. Overall, it's a strong resource for developing foundational conflict resolution skills.

Excellent foundational knowledge, but less depth for advanced learners.

"Good for beginners though!"

"It might be good for someone who has absolutely no prior experience, but for me, it was too introductory."

"I was looking for something more in-depth for complex organizational conflicts."

"I felt some parts were a little theoretical and could benefit from more 'hands-on' examples or case studies."

Emphasizes understanding personal style and post-conflict healing.

"I learned a lot about my own conflict style."

"The focus on recovering from conflict and rebuilding trust was unique and much needed."

"I particularly valued the modules on forgiveness and apology, which are often overlooked."

"The emphasis on self-reflection and understanding one's own style was very helpful."

Praised for calm demeanor, clear explanations, and valuable insights.

"The instructor's approach is calming and her real-life examples made the concepts easy to grasp."

"The instructor's calm demeanor really helps too."

"The instructor's empathy and practical advice on navigating tricky situations made a huge difference."

"The instructor's expertise shines through."

Offers immediate, applicable strategies for managing conflicts.

"I immediately started applying the tools at work, especially the parts about managing defensiveness."

"This course gave me the confidence and tools to approach difficult conversations calmly and constructively."

"I learned how to use practical tools and strategies that I could apply immediately to my work."

"It provided clear, actionable steps for managing conflict."

Some found the pace slow or content lacked depth for complex scenarios.

"I found the pace a bit slow at times. Some of the exercises felt repetitive."

"If you deal with highly complex or systemic conflicts, you'll need more."

"I didn't get many 'aha!' moments. It was too introductory."

"It leans heavily on individual responses rather than team or organizational dynamics."

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 Mastering Conflict Management and Resolution at Work with these activities:

Organize Course Materials

Show steps

A well-organized set of course materials will aid in retention and accessibility.

Show steps

Gather all course materials, including notes, handouts, and assignments.
Create a system for organizing the materials, such as folders or a digital note-taking app.

Review Conflict Resolution Principles

Show steps

Refreshing your knowledge of conflict resolution principles will strengthen your understanding of the foundational concepts.

Browse courses on Interpersonal Communication

Show steps

Review your notes or textbooks from previous courses on conflict resolution.
Read articles or blog posts on current trends and best practices in conflict resolution.

Explore Conflict Resolution Techniques

Show steps

Exploring conflict resolution techniques through guided tutorials will supplement the course material and broaden your understanding.

Show steps

Identify and select reputable sources for conflict resolution tutorials.
Follow the tutorials and take notes on the techniques presented.
Practice applying the techniques in real-life interactions or role-playing scenarios.

Five other activities

Expand to see all activities and additional details

Show all eight activities

Read and Summarize Book on Conflict Management

Show steps

Reviewing key concepts from a reputable book on conflict management will provide a strong foundation for understanding the course material.

View Crucial Conversations: Tools for Talking When... on Amazon

Show steps

Purchase or borrow the book.
Read the book and take notes on the key concepts.
Write a summary of the book, focusing on the techniques and strategies for conflict resolution.

Role-Play Conflict Scenarios

Show steps

Practicing conflict resolution techniques through role-playing will enhance your ability to apply the concepts learned in the course.

Browse courses on Conflict Resolution

Show steps

Identify and select a common conflict scenario.
Divide into pairs and assign roles.
Role-play the conflict scenario, applying the techniques learned in the course.
Provide feedback and discuss the effectiveness of the techniques used.

Participate in Discussion Groups

Show steps

Engaging in discussion groups will provide opportunities to share experiences, learn from others, and refine your conflict resolution skills.

Browse courses on Communication Skills

Show steps

Identify and join online or in-person discussion groups focused on conflict resolution.
Attend meetings and actively participate in discussions.
Share your perspectives and insights on conflict management.

Develop a Conflict Resolution Plan

Show steps

Creating a personalized conflict resolution plan will equip you with a practical tool for managing future conflicts effectively.

Browse courses on Conflict Resolution

Show steps

Identify and analyze potential conflict triggers.
Develop a step-by-step plan outlining the actions to take when conflicts arise.
Include strategies for communication, negotiation, and compromise.
Review and revise your plan regularly.

Attend Conflict Resolution Workshops

Show steps

Attending conflict resolution workshops will provide hands-on learning experiences and exposure to advanced techniques.

Browse courses on Negotiation Skills

Show steps

Research and identify reputable conflict resolution workshops.
Register for workshops that align with your learning goals.
Attend the workshops and actively participate in exercises and discussions.

Career center

Learners who complete Mastering Conflict Management and Resolution at Work will develop knowledge and skills that may be useful to these careers:

Mediator

Mediators are impartial third parties who help resolve conflicts between two or more parties. They use their skills in communication, negotiation, and conflict resolution to facilitate a mutually acceptable agreement. This course can provide you with a strong foundation in conflict management and resolution, which is essential for success as a Mediator. You will learn how to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. This knowledge and skills will give you an edge in the field of mediation.

See salaries and explore the career path for Mediator

Social Worker

Social Workers help people to overcome challenges and improve their lives. They often work with people who are experiencing conflict, and they can help them to understand and resolve their conflicts. This course can provide you with a strong foundation in conflict management and resolution, which can be helpful for Social Workers. It will teach you how to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. By completing this course, you can gain the skills and knowledge necessary to become a successful Social Worker and help people to resolve their conflicts.

See salaries and explore the career path for Social Worker

Psychologist

Psychologists study human behavior and mental processes. They often work with people who are experiencing conflict, and they can help them to understand and resolve their conflicts. This course can provide you with a strong foundation in conflict management and resolution, which can be helpful for Psychologists. It will teach you how to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. By completing this course, you can gain the skills and knowledge necessary to become a successful Psychologist and help people to resolve their conflicts.

See salaries and explore the career path for Psychologist

Human Resources Manager

Human Resources Managers play an important role in conflict management and resolution for any organization. They are responsible for creating policies and procedures to help prevent and address conflicts, as well as mediating and resolving conflicts between employees. This course can aid in the development of these key skills and help you excel as a Human Resources Manager. It will teach you how to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. By completing this course, you can gain the skills and knowledge necessary to become a successful Human Resources Manager and contribute to a harmonious work environment.

See salaries and explore the career path for Human Resources Manager

Counselor

Counselors help people to overcome challenges and improve their lives. They often work with people who are experiencing conflict, and they can help them to understand and resolve their conflicts. This course can provide you with a strong foundation in conflict management and resolution, which can be helpful for Counselors. It will teach you how to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. By completing this course, you can gain the skills and knowledge necessary to become a successful Counselor and help people to resolve their conflicts.

See salaries and explore the career path for Counselor

Executive

Executives are responsible for making decisions that affect the entire organization. They often work with people from different backgrounds and with different perspectives, which can lead to conflict. This course can help Executives develop the skills they need to manage conflict effectively. It will teach you how to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. By completing this course, you can gain the skills and knowledge necessary to become a successful Executive and lead your organization to success.

See salaries and explore the career path for Executive

Arbitrator

Arbitrators are similar to mediators, but they have the authority to make binding decisions in disputes. They typically work in the legal field, resolving conflicts between individuals, businesses, and government agencies. This course can provide you with the skills and knowledge necessary to become a successful Arbitrator. You will learn how to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. By completing this course, you can gain the skills and knowledge necessary to succeed in this challenging and rewarding field.

See salaries and explore the career path for Arbitrator

Manager

Managers are responsible for planning, organizing, and directing the work of others. They often work with people from different backgrounds and with different perspectives, which can lead to conflict. This course can help Managers develop the skills they need to manage conflict effectively. It will teach you how to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. By completing this course, you can gain the skills and knowledge necessary to become a successful Manager and lead your team to success.

See salaries and explore the career path for Manager

Customer Service Representative

A Customer Service Representative often has to deal with customers who are angry or upset. This course can help Customer Service Representatives develop the skills they need to manage conflict effectively. It will teach you how to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. By completing this course, you can gain the skills and knowledge necessary to become a successful Customer Service Representative and provide excellent customer service.

See salaries and explore the career path for Customer Service Representative

Team Leader

Team Leaders are responsible for leading and motivating teams of people. They often work with people from different backgrounds and with different perspectives, which can lead to conflict. This course can help Team Leaders develop the skills they need to manage conflict effectively. It will teach you how to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. By completing this course, you can gain the skills and knowledge necessary to become a successful Team Leader and lead your team to success.

See salaries and explore the career path for Team Leader

Project Manager

Project Managers are responsible for planning, executing, and closing projects. They often work with teams of people from different backgrounds and with different perspectives, which can lead to conflict. This course can help Project Managers develop the skills they need to manage conflict effectively. It will teach you how to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. By completing this course, you can gain the skills and knowledge necessary to become a successful Project Manager and lead your team to success.

See salaries and explore the career path for Project Manager

Teacher

Teachers work with students from all backgrounds and perspectives, and they may encounter conflicts with students, parents, or colleagues. This course can help Teachers develop the skills they need to manage conflict effectively. It will teach you how to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. By completing this course, you can gain the skills and knowledge necessary to become a successful Teacher and create a positive learning environment for your students.

See salaries and explore the career path for Teacher

Consultant

Consultants provide expert advice and guidance to businesses and organizations on a variety of topics, including conflict management and resolution. They help businesses develop and implement strategies to prevent and address conflicts, as well as mediate and resolve conflicts between employees. This course can aid in the development of the skills and knowledge necessary for this role. It will equip you with the skills to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. With this training, you can become a valuable asset to businesses and organizations seeking to improve their conflict management practices.

See salaries and explore the career path for Consultant

Business Analyst

Business Analysts work with businesses and organizations to improve their operations. They often identify and analyze problems, which can lead to conflict. This course can help Business Analysts develop the skills they need to manage conflict effectively. It will teach you how to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. By completing this course, you can gain the skills and knowledge necessary to become a successful Business Analyst and help businesses and organizations achieve their goals.

See salaries and explore the career path for Business Analyst

Software Developer

Software Developers work in teams to design, develop, and test software. They often work with people from different backgrounds and with different perspectives, which can lead to conflict. This course can help Software Developers develop the skills they need to manage conflict effectively. It will teach you how to identify and understand conflict, manage your own defensiveness, and use strategies to resolve conflicts effectively. By completing this course, you can gain the skills and knowledge necessary to become a successful Software Developer and contribute to a harmonious work environment.

See salaries and explore the career path for Software Developer