Business Communication & Digital Workplace · Intermediate level

Intermediate level · Module 4 of 6 · 13 guided hours

Conflict Resolution

Address conflicts early and lead difficult conversations.

Learning objectives

  • Identify root causes of conflict
  • Lead difficult conversations
  • Apply basic mediation

Topics

  • causes of conflict
  • early signs
  • difficult conversations
  • I-statements
  • mediation steps
  • agreements and follow-up

Lessons

  1. Lesson 1 Root Causes of Conflict

    Understand what lies beneath workplace conflict.

    unclear rolesresourcesvalues and stylesearly signs

  2. Lesson 2 Difficult Conversations

    Raise hard issues respectfully and productively.

    preparationI-statementslisteningagreed actions

  3. Lesson 3 Mediation Basics

    Help two colleagues resolve a conflict.

    neutralityground ruleseach side's storyagreement

Practical activity

Plan and role-play a difficult conversation and mediate a conflict between two colleagues.

Expected outcomes

  • Conflicts resolved earlier
  • Mediation confidence

Assessment

Conversation plan and mediation role-play assessed.

Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.