Managing Workplace Conflict

The workplace is a dynamic, competitive, energizing, and complex place. It is continuing to become more diverse, bringing together people from different nationalities, cultures, educational levels, and world views. Conflicts are a normal part of working relationships and can have a positive impact when they generate new ideas, new solutions, and new ways of thinking about opportunities. They also contribute to personal growth and development as individuals learn to work through conflicts to achieve common goals.
Success comes from understanding how we behave, how we react to others, and how our behaviors can influence others. When a co-worker can meet with a teammate to address a negative attitude or anger, it increases the team’s chances of being successful. It also reduces the number of destructive conflicts the team may have. The customer service agent who can calm down an angry customer usually keeps that customer loyal and improves everyone’s chances for a less stressful day. This course is designed to help give you and your organization that step up.

A Practical Guide to Resolving Conflict and Managing Anger

Duration: 2 Hours & 24 Minutes

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Learning Objectives

  • Be more aware of your communication style
  • Use active listening skills to increase understanding and develop empathy
  • Ask questions using probing and paraphrasing techniques
  • Discover how your non-verbal messages communicate with others
  • Present your professional best
  • Handle difficult situations with more confidence
  • Build relationships through open and effective communication

Course Price


This week special price


What's Included

  • 2h & 24min of Audio
  • Certificate of Completion
  • Learning Guide Included
  • English

Course Content

  • Understanding Conflict
  • Why Do We Disagree?
  • How Well Do You Handle Conflict?
  • Types of Conflicts
  • Open and Hidden Conflicts
  • Spontaneous and Reflective Behavior
  • Understanding the Johari Window
  • Robbins’ Five Stages of Conflict
  • The Struggle Spectrum
  • Three Possible Conflict Outcomes
  • Why Don’t People Do What They Are Supposed To?
  • Show Empathy
  • Risky Delusions
  • In Spite of All Good Efforts, What Next?
  • The Three Fs
  • Managing Our Own Anger
  • Understanding Emotional Intelligence
  • What Is Anger?
  • The Hidden Costs of Anger
  • What Are the Benefits of Anger?
  • Understanding Trigger Thoughts
  • Is Anger the Best Response?
  • Distorted Thinking
  • Finding Sanctuary
  • The Communication Chain
  • Identify Other Communication Barriers
  • Establish Positive Intent
  • The Four-Step Plan
  • Delivering Your Message
  • Be Positive and Assertive
  • When You Have to Say “No”
  • What Is Paraphrasing?
  • Use Probing Techniques
  • A Survey
  • Reading the Conflict Grid
  • Identify the Pros and Cons
  • The Conflict/Opportunity Test
  • The Needs and Assumptions Model
  • Tips You Can Use
  • Facilitating Conflict Resolution
  • Set the Ground Rules
  • Coach Through Conflict
  • Manage Your Emotions


5 Courses
$ 34
per month - paid annually


10 Courses
$ 54
per month paid annually


Unlimited Courses
$ 79
per month paid annually

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