COURSE OVERVIEW:

Welcome to the Conflict Resolution Strategies course. This program will equip you with the knowledge, frameworks, and practical techniques required to understand, manage, and resolve conflict effectively in workplace environments. You will explore the psychology of interpersonal tensions, the strategic options available to address disputes, and the communication and negotiation tools that support constructive outcomes. This course also examines personal differences, behavioural influences, and the structured processes organisations use to prevent escalation and promote healthy working relationships.

This course begins by examining what is meant by conflict, the benefits of conflict when handled constructively, and the adverse costs of conflict when left unresolved. You will explore the four possible conflict outcomes, the types of conflict that arise in professional settings, and the causes of interpersonal conflict, including miscommunication, differing goals, personality clashes, and unaligned expectations. This section also explains the three ways of resolving conflict, the styles of conflict resolution individuals may adopt, and the levels of conflict that influence how disputes escalate and how they should be managed.

The next learning area focuses on the psychological side of conflict. You will examine the connection between conflict and psychological difficulties, the coping strategies individuals use when under stress, and how distorted thinking can intensify disagreements. This section also introduces the agreement box as a tool to map areas of common ground, and the four types of games used for conflict resolution to encourage collaboration, dialogue, and mutual understanding.

A further section explores structured negotiation and decision-making. You will study the principles of principled negotiation, the BATNA process for conflict resolution, and how to apply logical, interest-based approaches to achieve fair and durable agreements. This section also examines the Myers-Briggs personality types and how extroverts and introverts, sensors and intuitives, thinkers and feelers, and judgers and perceivers approach conflict differently. You will also explore differences between men and women in conflict situations and how individual needs influence reactions, emotions, and resolution preferences.

The program then examines preventative strategies and diagnostic tools. You will explore the formula for preventing conflict by establishing clear expectations, improving communication, and identifying potential risks early. This section also introduces sociograms as a method for identifying sources of potential interpersonal conflict within teams, helping managers visualise relationship patterns, communication flows, and areas of tension.

The next learning area focuses on the structured stages of the conflict resolution process. You will explore conflict and third-party interventions, the mediation process, and the role of the manager as mediator. This section explains the advantages of arbitration, the disadvantages of arbitration, and the situations in which arbitration is most appropriate. You will also explore management tactics for conflict resolution and learn how the management process can be applied to guide individuals or teams from conflict to constructive, sustainable solutions.

By the end of this course you will be able to identify the nature and causes of conflict, understand psychological influences and behavioural patterns, apply negotiation and mediation strategies, use diagnostic tools to anticipate issues, and manage conflict using structured, professional processes that strengthen relationships and support positive organisational outcomes.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand:

• What is meant by conflict?
• The benefits of conflict
• The adverse costs of conflict
• The four possible conflict outcomes
• The types of conflict
• The causes of interpersonal conflict
• The 3 ways of resolving conflict
• The styles of conflict resolution
• The levels of conflict
• Conflict and the psychological difficulties
• The coping strategies
• Conflict and distorted thinking
• The agreement box
• The four types of games for conflict resolution
• The principled negotiation          
• The BATNA process for conflict resolution
• The Myers Briggs personality types
• Extroverts, introverts and conflict
• Sensors, intuitives and conflict
• Thinkers, feelers and conflict
• Judgers, perceivers and conflict
• Men and women and conflict
• Individual needs and conflict
• The formula for preventing conflict
• Sociograms for identifying sources of potential interpersonal conflict
• The conflict resolution process
• Conflict and third party interventions
• The mediation process
• The manager as mediator
• The advantages of arbitration
• The disadvantages of arbitration
• Some management tactics for conflict resolution
• The management process for conflict resolution

COURSE DURATION:

The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.