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.

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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

Who you are in a conflict

What is your conflict handling style?

How to manage your defensiveness

Conflict handling spectrum

Why conflicts go awry (hint: fear!)

Why do we have conflict with some people and not others?

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

Tools to manage conflict effectively

Effective habits in handling conflict

How to resolve any conflict

How to remain calm in a heated conflict

How to cool down heated arguments

Deadly workplace toxins and what to do about them

When to walk away

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

Aftermath: Recovering from conflict

Recovering from conflict

Rebuilding trust after conflict

Power of forgiveness

Power of apology

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

Conclusion

Thank you!

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.

Good to know

Know what's good

, what to watch for

, 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

Conflict resolution at work

learners say this course provides essential communication and conflict resolution skills for work and personal relationships. It explains the cycle of conflict and encourages reflection on past behavior to help develop a more collaborative future approach. The course's practical exercises and engaging presentation style make the learning process more enjoyable.

Learn the difference between healthy and unhealthy conflict, as well as internal vs external and relationship vs task conflict. This will help you approach each type of conflict with the correct strategy.

"This course has been a terrific opportunity for reflection on past experiences when one could have applied some of the theory here"

This course is especially helpful for relationship-focused individuals who are looking for conflict resolution strategies that allow them to maintain positive connections with others, even in the face of difficult situations.

When responding to conflict, it is important to remain as calm as possible. Take some deep breaths, choose your words carefully, and avoid raising your voice.

It is important to understand what triggers your conflict responses. Once you know your triggers, you can start to develop strategies for dealing with them in a more productive way.

If you are struggling to resolve conflict on your own, don't be afraid to seek help from a friend, family member, or therapist. They can provide an outside perspective and assist you in communicating effectively.

Self-reflection can help you identify your attitudes, behaviors, and values which can contribute to or resolve conflict. Journaling and meditation can aid in the self-reflection process.

"I have found this a well presented and interesting with actionable content that I will endeavor to practice in future."

"Thank you"

Blaming the other person doesn't help to resolve conflict. Instead, focus on how you can improve your communication skills or change your own behavior. Practice using "I" statements to express your needs and feelings without blaming the other person.

Focus on collaboration to solve conflict in a way that aims to create a win-win outcome.

"The picture drawing of myself being defensive, name, and action plan was great and helped me feel in control and ready for the next time I may get defensive."

"This is really helpful instruction."

It is important to validate the other person's feelings, even if you don't agree with them. This can help to build rapport and create a more positive environment for conflict resolution.

Stress and defensiveness can be barriers to conflict resolution. Drawing a picture of yourself as "Sasha" when you are being defensive and creating a plan to control that behavior can help.

"I love the idea of drawing myself upset and giving it a name."

"I remember things more with pictures and now I will always remember my Sasha attitude."

When listening to the other side, focus on understanding their perspective instead of preparing your response. Ask clarifying questions and acknowledge the other person's feelings.

"The instructor was very engaging and has already given me some great insight to help me improve how I react during a conflict."

"Thank you!"

You can't control other people's reactions, but you can control how you react. Breathing, taking a time-out, and noticing any physical sensations can help calm you down.

"It was an engaging video and so relatable."

"Even 1% of the ideas if applied can take us long way in resolving conflicts in personal and professional lives."

Avoidance means ignoring or suppressing a conflict, but this strategy can actually cause more harm than good and create a greater or longer lasting conflict.

"I have learned some new approaches to handling conflict with people which am going to put to work immediately."

"The course has really meet my expectations."

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

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

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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

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

Browse courses on Interpersonal Communication

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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

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

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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

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Read and Summarize Book on Conflict Management

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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

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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

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

Browse courses on Conflict Resolution

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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

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

Browse courses on Communication Skills

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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

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

Browse courses on Conflict Resolution

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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

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

Browse courses on Negotiation Skills

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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

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

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

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

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

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

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

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.

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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.

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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.

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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.

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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.

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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.

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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.

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