Establishes the foundations for understanding workplace conflict before attempting to resolve it. Learners examine common contributors such as differing perspectives, emotions, communication problems, values, filters, history, organizational culture, and team dynamics. The module also develops manager self-awareness by exploring behaviors that can contribute to conflict and teaches learners to assess hard and soft costs, severity, and available information before deciding when intervention is necessary.

Develops a structured process for mediating conflicts between two employees from preparation through agreement. Learners prepare the parties, establish confidentiality and meeting parameters, demonstrate neutrality, set ground rules, and build a working agenda from both perspectives. The module then moves from past disagreements toward future solutions by focusing on underlying values, facilitating brainstorming, developing proposals, and creating clear written agreements that both parties can follow.

Extends conflict resolution skills to team-level disputes and situations requiring broader organizational support. Learners gather information through interviews, surveys, and timelines, assess conflict intensity, and design structured team meetings with clear goals and agendas. The module also covers monitoring agreements, maintaining team productivity during disputes, recognizing safety and legal concerns, and determining when to involve HR, dispute resolution services, or outside professionals such as coaches, mediators, facilitators, and arbitrators.

Prepares learners to manage conflicts in which they are personally involved. Learners identify their own core values, hot buttons, desired outcomes, and listening capacity while considering what the other person may want. They learn how to request a difficult conversation, respond to resistance, open and structure a productive one-on-one discussion, share perspectives, and listen actively. The module concludes by adapting the approach for conflicts involving a direct report, a peer, or the learner’s own manager.

Provides practical resources that consolidate the conflict resolution frameworks and techniques developed throughout the course. These resources bring together conflict contributors, values and filters, manager behaviors, cost and severity assessment, the eight-step resolution process, mediation preparation, ground rules, values-based negotiation, settlement elements, monitoring signals, referral options, and organizational-chart adaptations. The supplementary materials also include mediator insights, a conflict resolution toolkit, and a final integrated project in which learners assess a real workplace conflict, design an intervention and agreement, and create a monitoring and escalation plan.