Online Class: Conflict Resolution Techniques

This conflict resolution course will prepare you to handle and mediate conflicts as they arise in any setting. Conflict drains resources and creates unnecessary stress, learn how to put a stop to it today.

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Course Description

Conflict Resolution in the Modern Workplace and Beyond

In today's fast-paced world, small conflicts can swiftly escalate into major disruptions, derailing a company's productivity and profitability. Recent studies have shown that workplace conflicts can lead to a decline in employee morale and even impact overall business health. In light of this, understanding and managing these conflicts becomes paramount for any organization's success.

Unveiling Conflict

At its core, conflict signifies a disagreement or clash between individuals or groups. While it's easy to equate conflict with physical confrontations or arguments, in the business realm, it often takes on a subtler form, affecting processes, decisions, and relationships.

Conflicts can sprout from seemingly trivial matters and can grow to encompass larger factions within a business. This course primarily hones in on intra-organizational conflicts, though some principles discussed can be applied to other areas such as family or religious institutions.

For instance, consider a situation where a team is deciding on a marketing strategy. One member, who has a background in traditional marketing, may vouch for print media based on past successes. Another member, younger and more attuned to digital trends, may argue for social media campaigns. Their backgrounds, experiences, and views on marketing shape their perspectives, leading to conflict.

Root Causes of Conflicts

Every individual is unique, shaped by myriad experiences and factors including:

  • Childhood memories
  • Economic background
  • Education
  • Health
  • Personal interests and hobbies
  • Relationships

Each of these elements and countless others meld to create an individual's "world view." It's this distinct world view that dictates behavior, decision-making, and interactions in both personal and professional settings.

To illustrate, consider two employees: One, having grown up in a strict household, believes in adhering to rules without exceptions. The other, with a more lenient upbringing, believes in occasional flexibility. When collaborating on a project with deadlines, their differing attitudes towards punctuality might lead to conflict.

The crux is simple: differing world views lead to different expectations. When these expectations aren't met, conflicts arise.

Types of Workplace Conflicts

  1. Horizontal Conflict: Between peers or those at the same hierarchical level.
  2. Vertical Conflict: Between individuals at different organizational levels.
  3. Outward Conflict: Between employees and external stakeholders like vendors or customers.
  4. Inner Conflict: Within oneself, often involving decision-making or ethical dilemmas.
  5. Mixed Conflict: A combination of the above, like a team clashing with a supervisor and vendor simultaneously.

As the number of involved parties increases, conflicts tend to become more intricate and challenging to navigate.

Conflict Management: The Way Forward

Once a conflict is identified, it is essential to:

  1. Analyze the Conflict:

    • Understand your role and how the conflict's outcome might affect you.
    • Identify the task or event that triggered the disagreement.
    • Recognize the individuals or groups involved and their stances.
    • Categorize the nature of the conflict (horizontal, vertical, etc.).
    • Determine the core issues at hand.
  2. Address the Conflict:

    • If you're mediating, maintain an objective stance.
    • If you're a party in the conflict, ensure clarity and transparency in communication.
    • Sometimes, involving a neutral third party can be beneficial.

In Conclusion

Conflicts, a result of diverse world views, are inevitable in any organization. This course provides you with the tools and insights needed to comprehend, navigate, and resolve these disagreements, ensuring a harmonious and productive workplace.

By the end of this program, you'll not only be adept at identifying and understanding the roots of conflicts but also equipped with effective strategies to mediate and prevent them. Enroll now to foster a cohesive work environment and drive your organization towards success.

Course Motivation

It's important to understand the best ways that you can help to resolve conflicts in your office.  Believe it or not, a little conflict in your workplace can actually shut down operations until the situation is resolved.  Its important to understand how conflict resolution works so that you can help your employees and your customers engage in a more rewarding experience.

Conflicts in the workplace cause a loss in productivity and even employee health.  Studies have shown that working in stressful environments weakens the immune system and causes undue mental pressure on individuals.

No one is perfect and there are always going to be issues that need to be resolved.  This course will show you the best ways to handle tough situations and will show you how to eliminate animosity and anger, as well as tone down frustration levels.  While conflict is fun to watch in television or in the movies, when its a part of your work life, its definitely not entertaining   and it can have a serious toll on your emotional well-being and your general health.

Don't put it off any longer.  Learn how you can best handle the conflicts that will arise and how you can walk away from stressful and tense situations without losing your temper or your self-respect.  You'll discover that you have the ability to make changes you never thought possible and you'll find yourself in a working environment that functions smoothly, efficiently, and without stress making it a great place to be.

Applying the same techniques that are taught by major corporations, the student will be able to more effectively operate in many workplace environments.

There is also a forum community within the course which will create a brainstorming and creative avenue for the student to expand and excel.  In addition, students will have the opportunity to interact with their professor during designated periods so that any questions they might have can be effectively addressed.

Areas that will be addressed in the course will include but are not limited to the following aspects of conflict resolution:

        Understanding the types of conflict:  Students will discover the various different types of conflict that are out there, as well as get to the reasons that it occurs so often in the workplace.  Students will also be given different solutions to the various conflicts they might encounter.  These solutions are real world solutions and not textbook examples that serve no purpose outside the classroom.

        The consequences of conflict:  Students will see the consequences that happen due to conflict, ranging from personal costs through workplace costs and including legal costs.

        Secrets of conflict resolution in the workplace:  There are eight steps needed to resolve conflict and the student will be shown each step as well as how to arrive there.  This course will help give you a conflict resolution game plan.

        In case of emergency:  As anyone knows, there is no guaranteed method for conflict resolution and there are cases when a resolution is not going to work.  The student will be shown how to deal with that situation.

        The secret of positive communication:  The student will be given the knowledge and the techniques necessary to facilitate positive communication.  Since many conflicts can be avoided with the right tools, the student will learn how to best approach individuals who might be having problems and assist them without a conflict taking place.

As more and more businesses are looking for ways to help their personnel perform better and are seeking ways to keep the workplace as stress-free as possible, this course is invaluable.  Whether you are a junior member of a staff or a senior manager, the techniques and tools that you will learn here will assist you in achieving more success and more responsibility in your job and youll also be picking up tools that can be used outside the workplace, as well. 

We live in a world that has enough conflict in it and you can do your part in making sure that problems are solved even before they start. 

  • Completely Online
  • Self-Paced
  • Printable Lessons
  • Full HD Video  
  • 6 Months to Complete
  • 24/7 Availability
  • Start Anytime
  • PC & Mac Compatible
  • Android & iOS Friendly
  • Accredited CEUs
Universal Class is an IACET Accredited Provider

Course Lessons

Average Lesson Rating:
4.4 / 5 Stars (Average Rating)
"Extraordinarily Helpful"
(2,487 votes)

Lesson 1: Types of Conflict - Conflict in the Workplace

This lesson will analyze conflict- what it is and why it occurs so often in the workplace.In addition, it will explore the types of conflict that occur in the workplace and how to deal with them. 22 Total Points
  • Lesson 1 Video
  • Lesson discussions: Reasons for Taking this Course
  • Complete: Assignment 1: Different Worldviews
  • Assessment: Types of Conflict

Lesson 2: Workplace Conflict/Consequences of Conflict

The consequences, both financial and personal, of conflicts will be evaluated. Personal costs, workplace costs, and legal costs are studied. Additional lesson topics: Costs of Conflict in the Workplace 40 Total Points
  • Lesson 2 Video
  • Assessment: Consequences of Conflict

Lesson 3: How to Resolve Conflicts in the Workplace

This lesson will review the basic structure (the eight steps) needed to establish a conflict resolution. 50 Total Points
  • Lesson 3 Video
  • Assessment: How To Resolve a Conflict

Lesson 4: Workplace Conflict/What To Do When Resolution Doesn't Work

This lesson will provide some tips on what to do when the resolution doesn't work. Additional lesson topics: How to Fire People With Bad Attitudes 0 Total Points
  • Lesson 4 Video

Lesson 5: Workplace Conflict/Using Positive Communication

This lesson will tell you how to prevent conflicts from developing altogether, by practicing some positive communication techniques. Additional lesson topics: The Positive Effects of Face-to-Face Communication in the Workplacel 0 Total Points
  • Lesson 5 Video

Lesson 6: The Nature of Conflict--How and Why People Conflict

A conflict with a spouse, partner, boyfriend or girlfriend, parent, child, sibling, good friend, or a new friend will cost us much more emotionally in the long run if it goes unresolved, than those we have with random strangers. Additional lesson topics: The Nature of Conflict; Betrayal and Trust 10 Total Points
  • Lesson 6 Video
  • Assessment: The Nature of Conflict-How and Why People Conflict

Lesson 7: Personal Conflict/How To Resolve the Seven Most Common Forms Of Personal Conflict

In this lesson, you will be given clear solutions to the conflict examples given in Lesson 6. These solutions can be applied to similar types of conflicts that may occur in your life. Additional lesson topics: Managing Conflict, Work and Life 10 Total Points
  • Lesson 7 Video
  • Assessment: How To Resolve The Seven Most Common Forms Of Personal Conflict

Lesson 8: Personal Conflict/Using Problem-Solving Techniques To Find Inventive Ways Of Resolving Conflict

In this lesson, you will learn some basic problem-solving techniques that work very well with personal conflict resolution. You will be provided with clear examples of conflicts, and several inventive ways in which to resolve them. Additional lesson topics: Problem Solving Skills; conflict resolution skills 10 Total Points
  • Lesson 8 Video
  • Lesson discussions: Personal Conflicts
  • Assessment: Using Problem Solving Techniques To Find Inventive Ways Of Resolving Conflict

Lesson 9: Personal Conflict/How to Mediate Conflict Between Others

This lesson will deal solely with being a mediator, that is to say, someone who is good at resolving personal conflict between others. Additional lesson topics: How to Mediate Employee Arguments; Gender, Conflict and Conflict Resolution 10 Total Points
  • Lesson 9 Video
  • Assessment: Quiz 9 - How to Mediate Conflict Between Others

Lesson 10: Personal Conflict/What to do if the Opposing Party Refuses to Participate in Resolution

Most conflicts between family and friends can be resolved with a little effort, as has been shown in this course; however, there are some instances when the other party refuses to allow a resolution. 80 Total Points
  • Lesson 10 Video
  • Lesson discussions: Your Opinion Matters: Course Rating; Course Comments; Program Evaluation Follow-up Survey (End of Course)
  • Assessment: Quiz 10-What to do if the Opposing Party Refuses to Participate in Resolution
  • Assessment: The Final Exam
Total Course Points

Learning Outcomes

By successfully completing this course, students will be able to:
  • Describe the types of conflict that occur in the workplace.
  • Describe the consequences of conflict in the workplace.
  • Summarize procedures to resolve workplace conflict.
  • Summarize steps to take when conflicts are not resolved.
  • Summarize ways to stop conflict from arising in the first place.
  • Define why people conflict in the first place.
  • Describe the most common techniques to resolve personal conflict.
  • Describe ways to mediate conflict between parties.
  • Describe what steps to take when both parties refuse to resolve their conflicts.
  • Demonstrate mastery of lesson content at levels of 70% or higher.

Additional Course Information

Online CEU Certificate
  • Document Your Lifelong Learning Achievements
  • Earn an Official Certificate Documenting Course Hours and CEUs
  • Verify Your Certificate with a Unique Serial Number Online
  • View and Share Your Certificate Online or Download/Print as PDF
  • Display Your Certificate on Your Resume and Promote Your Achievements Using Social Media
Document Your CEUs on Your Resume
Course Title: Conflict Resolution Techniques
Course Number: 7550238
Lessons Rating: 4.4 / 5 Stars (2,487 votes)
Languages: English - United States, Canada and other English speaking countries
Availability: This course is online and available in all 50 states including: California, Florida, Georgia, Illinois, New York, Pennsylvania, Ohio, Texas, and Washington.
Last Updated: January 2024
Course Type: Self-Paced, Online Class
CEU Value: 0.7 IACET CEUs (Continuing Education Units)
CE Accreditation: Universal Class, Inc. has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET).
Grading Policy: Earn a final grade of 70% or higher to receive an online/downloadable CEU Certification documenting CEUs earned.
Assessment Method: Lesson assignments and review exams
Instructor: UniversalClass Instructional Team
Syllabus: View Syllabus
Course Fee: $120.00 U.S. dollars

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Student Testimonials

  • "The course addressed some meaningful and realistic experiences and examples that help the user understand. It was relevant and helpful in my growth with this topic." -- Brian T.
  • "I thought this course was very helpful; it should be implemented in every middle school or high school so that everyone knows how to cope and solve problems at an early age." -- April P.
  • "I thought this course was excellent. Quick marking for assignments and progress. Great introduction for anyone interested in conflict resolution." -- Caroline F.
  • "This course gave me much to think about. So far in this job I have now there has been no conflict with the people I work with which I am very happy about. I think I only had one job many years ago where I could not get along with a person I worked with and it was resolved by my moving to a different department and I did not have any stress to deal with." -- Charlene V.
  • "It was helpful - I was actually put in the middle of a conflict as I was taking the course and was able to utilize some of the things I learned." -- Erin M.
  • "It was very helpful. These are things I think should be taught in school systems. I think if would give our children a head start in learning how identify and work through conflict." -- Karen J.
  • "This course was very informative. I know we all think we know how to handle things on our own but this course has offered other opinion on how to handle situations both in the workplace and home life. I would recommend this course to everyone. Thank you." -- Bertha M.
  • "This course is very vital information for me to help manage how information is used and will help in my relationships at work, home, and personal relationships. Everyone who is in a relationship should take this class. Anyone who is working should be required to take this course." -- Shirley O.
  • "I liked the course. It was helpful and interesting, with advice in it that can be used in everyday life. Thank you!" -- Clare C.
  • "This was a great course it really made me see things in a different light and also to help me in my own life." -- Donald P.
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