Conflict is an inevitable dynamic in the work environment. Unfortunately, it usually carries a negative connotation. Conflict, in and of itself, is neither “good” nor “bad”. What makes a conflict situation productive or destructive is the way in which issues and information are analyzed, approached, and communicated. Successful teams and managers have the ability to not only address but utilize differences in a way that increases the overall strength of the team. This course teaches the skills and perspectives that are necessary to effectively manage conflict.


  • Recognize the five styles of conflict resolution and how to best adapt your style and approach to a conflict situation
  • Understand your preferred style of conflict resolution
  • Apply the Stop, Yield, Go Model to collaborative conflict resolution
  • Apply techniques to managing emotions during conflict
  • Explain assumptions and their effect on conflict
  • Use active-listening skills to improve the working environment
  • Apply assertive language techniques to express your needs and respect the needs of others