What will I actually learn in this conflict resolution course?

You'll learn how to handle conflict more effectively by listening well, communicating clearly, and choosing responses that reduce escalation. It starts with recognizing conflict and understanding communication styles, then builds into collaborative problem-solving and creating a conflict management plan. Through case studies, you'll practice deciding when to intervene and how to guide a discussion back toward facts, respect, and workable next steps.

Do I need conflict resolution experience before taking this course?

No, you don't need prior conflict resolution experience. A basic understanding of workplace dynamics is recommended because many examples involve coworkers, managers, meetings, and team disagreements. The course goes straight into applying communication tactics, so it helps if those situations already feel familiar.

Is this course beginner-friendly for conflict resolution?

Yes, if you're new to formal conflict resolution but already have some familiarity with workplace situations. The course begins with core skills like active listening and communication before moving into negotiation, mediation, and planning through guided examples. It may feel less immediately relevant if you haven't had much exposure to team or manager-employee dynamics.

How long does it take to complete this course?

Plan on about 6 hours in total. That's a manageable workload for a few focused study sessions, with enough time to think through both the examples and the written practice. The course includes lessons, readings, case studies, quizzes, interviews, and graded assignments.

Are there hands-on exercises in this course?

Yes, but the practice is guided rather than project-based. You'll work through workplace case studies, answer quizzes, and complete graded written exercises where you apply communication tactics, choose conflict approaches, and build parts of a conflict management plan. That makes the course useful if you want to practice judgment in realistic situations, not just read about conflict.

What skills and topics are covered in this course?

It focuses on communication skills for conflict, especially active listening and strategic communication. You'll also look at conflict styles, early signs of tension, when intervention makes sense, and how negotiation or mediation can move a discussion forward. By the end, those ideas come together into a more structured way to approach disagreements at work.

What can I actually do after finishing this course?

After finishing, you should be able to approach workplace disagreements with a clearer process instead of reacting in the moment. You'll be able to listen for underlying interests, choose a response that fits the situation, and set up a conversation or meeting that supports resolution. For example, you should be able to analyze a team conflict, decide whether to intervene, and outline a conflict management plan with ground rules and next steps.

Is this course more focused on theory or hands-on learning?

It's more concept-first, with guided practice built in. Most of the teaching comes through lessons, examples, and interviews, then you reinforce the ideas through case studies, quizzes, and written assignments. It's a good fit if you want practical skills without a large independent project.

Why would I choose this course over other conflict resolution courses?

This course is a strong choice if you want conflict resolution taught through workplace situations rather than abstract advice alone. It moves from listening and communication into realistic decisions about when to intervene, how to collaborate, and how to build a usable conflict management plan, with case studies and written practice along the way. If you're looking for a short, applied course that stays close to everyday professional conflicts, this one is likely a better fit than a more theory-heavy overview.

Conflict Resolution Skills

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Conflict Resolution Skills

Name: Conflict Resolution Skills
Rating: 4.4787234042553195 (1222 reviews)

This course is part of Conflict Management Specialization

Instructor: Najla DeBow

84,588 already enrolled

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4 modules

Gain insight into a topic and learn the fundamentals.

1,222 reviews

6 hours to complete

Flexible schedule

Learn at your own pace

96%

Most learners liked this course

4 modules

Gain insight into a topic and learn the fundamentals.

1,222 reviews

6 hours to complete

Flexible schedule

Learn at your own pace

96%

Most learners liked this course

What you'll learn

Master communication strategies for effective conflict resolution.
Develop negotiation and mediation techniques to achieve positive outcomes.
Learn to identify and address the root causes of workplace conflicts.
Build a practical conflict management plan for real-world application.

Skills you'll gain

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Assessments

9 assignments¹

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Taught in English

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This course is part of the Conflict Management Specialization

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There are 4 modules in this course

This course is designed for professionals, managers, and individuals seeking to enhance their interpersonal and leadership skills. Resolving conflict in a positive manner is a critical skill that can be developed and practiced. Understanding how to listen effectively and deploy strategic communication tactics is key to achieving positive resolutions. You will examine advanced listening skills, appropriate verbal and non-verbal communication strategies, and learn to assemble a comprehensive conflict management plan.

By the end of this course, you will be able to: 1. Apply active listening and strategic communication skills to de-escalate conflicts. 2. Develop effective negotiation and mediation tactics for diverse situations. 3. Create a practical conflict management plan to foster positive outcomes. To be successful in this course, a basic understanding of workplace dynamics is recommended, though no specific prior experience in conflict resolution is required.

Module details

In this module, you will be introduced to the fundamentals of conflict resolution and the critical role communication plays in resolving disagreements effectively. You will explore how your personal communication and listening style influences the way you approach conflict situations. The module focuses on developing active listening skills, a key technique for understanding different perspectives and reducing misunderstandings. Through lessons, case studies, and expert interviews, you will learn how to recognize conflict early, determine when intervention is appropriate, and explore different approaches to managing conflict in workplace situations. By the end of this module, you will have a strong foundation in communication strategies and active listening techniques that support constructive and positive conflict resolution.

What's included

10 videos2 readings2 assignments

10 videosTotal 34 minutes

Welcome Video3 minutes
Active Listening Skills Lesson 11 minute
Active Listening Skills Lesson 25 minutes
Case Study: Knowing When to Intervene1 minute
Case Study: Using Active Listening Skills2 minutes
Case Study: Managing Conflict2 minutes
Book Review: MGMT2 minutes
Interview with Julie Espy 7 minutes
Interview with Patrick Gough8 minutes
Active Listening Skills Debrief4 minutes

2 readingsTotal 20 minutes

Course Overview10 minutes
About our Guest Speakers10 minutes

2 assignmentsTotal 60 minutes

Active Listening and Conflict Approaches30 minutes
Active Listening and Conflict Management30 minutes

In this module, we'll dive into the Collaborative Solution, one of the powerful conflict approaches you've already explored. You'll learn how to effectively gather facts and set a constructive stage for collaboration, ensuring all voices are heard. By the end, you'll be able to initiate collaborative discussions with confidence. Tip: Focus on understanding diverse perspectives to maximize your learning!

What's included

9 videos3 assignments

9 videosTotal 27 minutes

Communication Problems4 minutes
Solid Communication1 minute
Case Study: Communication Issues1 minute
Case Study: Getting to Collaboration 2 minutes
Case Study: Communicating and Understanding 2 minutes
Book Review: Now, Discover Your Strengths 4 minutes
Resource: Conflict Mode Instrument2 minutes
Communication Problems and Skills Debrief 5 minutes
Interview with Karen Kaye6 minutes

3 assignmentsTotal 75 minutes

Communication Problems and Skills30 minutes
Communication and Collaborative Conflict Resolution15 minutes
Conflict Resolution Skills30 minutes

Ready to deepen your conflict resolution expertise? In this module, we'll precisely define 'position' and 'interest' within conflict scenarios, highlighting why shifting from one to the other is crucial for lasting solutions. You'll then learn to craft a robust action plan, guiding you toward mutually agreed-upon outcomes. By the end, you'll be able to design effective strategies for complex disagreements. Tip: Think about a past conflict and how identifying interests could have changed the outcome!

What's included

9 videos3 assignments

9 videosTotal 33 minutes

Useable Plan Lesson 12 minutes
Useable Plan Lesson 23 minutes
Case Study: Tension Between Employees2 minutes
Case Study: Facilitating a Meeting for Resolution 2 minutes
Case Study: Establishing Ground Rules3 minutes
Book Review: Leadership: Theory, Application, and Skill Development3 minutes
Resource: Additional Case Studies3 minutes
Interview with Joseph Chatelle8 minutes
Usable Plan Debrief 7 minutes

3 assignmentsTotal 75 minutes

Developing Conflict Management Plans30 minutes
Developing Conflict Management Plans15 minutes
Reaching a Collaborative Solution30 minutes

Congratulations on completing the course! In this final module, we'll reflect on your journey and consolidate the powerful conflict resolution skills you've gained. You'll review key strategies for communication, negotiation, and problem-solving, preparing you to confidently apply them in any setting. By the end, you'll be ready to transform conflicts into opportunities for growth. Tip: Consider how you'll integrate these new skills into your professional and personal life!

What's included

1 video1 reading1 assignment

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Instructor

Instructor ratings

(248 ratings)

Najla DeBow

University of California, Irvine

10 Courses146,969 learners

Offered by

University of California, Irvine

Learner reviews

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6.95%
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2.37%
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Reviewed on Apr 19, 2020

All the concepts of active listening skills, communication, approaches to resolve conflicts and arriving at a collaborative solution explained very well with personal examples and interviews.

Reviewed on Sep 9, 2024

In my opinion It's a very interesting and useful course. I liked the way it was structured, it was very clear, they gave good examples.

Reviewed on Aug 5, 2018

Great content and real world examples. Definitely a must take class for anyone interested in solving problems effectively.

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