Course Overview

The Conflict Management and Resolution Skills course equips individuals with the necessary knowledge and practical strategies to effectively identify, manage, and resolve conflicts in both professional and personal settings. Conflict is a natural part of human interaction, but when managed constructively, it can lead to improved relationships, better communication, and stronger outcomes.

By the end of the Conflict Management and Resolution Skills course, learners will be able to:

Identify behaviours that can lead to or escalate conflicts.
Apply active listening techniques to understand others’ perspectives.
Use empathy and perspective-taking to manage emotional responses.
Implement de-escalation strategies to reduce tension.
Apply negotiation skills to reach mutually agreeable outcomes.

Learning Outcomes

This can include a variety of tasks, such as:

Understanding Conflict
Active Listening Skills
Empathy and Perspective-Taking
Miscommunication
Personality Differences
Competing Interests
Unmet Expectations
Emotional Triggers
Workplace Disagreement
Customer Service Conflict
Peer Disagreement at School
Manager-Employee Performance Review
Family Disagreement
Workplace Conflict: Project Mismanagement
De-escalation Strategies
Visualization and Mental Rehearsal
Progressive Muscle Relaxation (PMR)
Emotional Journaling
Positive Self-Talk
Developing Conflict Resolution Skills
Scheduled Stress Management Activities
Manager-Employee Conflict: Performance Concerns
Negotiation Skills for Conflict Resolution
Business Setting: Vendor Partnership Dispute

Assessment

The online assessment is taken on completion of the training material. You will be asked 20 multiple choice questions with a pass mark of 100%. The answers are marked automatically so you will instantly know whether you have passed. If you don’t pass don’t worry! You can take the test as many times as you need with no extra charge.

Conflict Management and Resolution Skills

Course Overview

Learning Outcomes

Assessment

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