This course provides essential conflict management skills for navigating workplace tensions with clarity, empathy, and professionalism. Designed for business professionals, it offers practical techniques to remain composed during high-stress interactions, identify root causes of conflict, and respond with emotional intelligence. Learners will explore how to give and receive feedback effectively, set healthy boundaries, and de-escalate challenging conversations without undermining team cohesion. Emphasis is placed on respectful self-advocacy, active listening, and fostering psychological safety in diverse work environments. By the end of the course, participants will be equipped to handle conflict constructively and contribute to resilient, high-performing teams grounded in accountability and mutual respect.
Recommended experience
What you'll learn
Apply practical techniques to manage emotional triggers and maintain composure in high-stress interactions.
Use empathy-driven communication to understand both the facts and feelings behind conflict situations.
Deliver and receive feedback constructively, fostering a growth-oriented and collaborative team environment.
Identify and address trust breakdowns by distinguishing between character and competence gaps.
Skills you'll gain
Details to know
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September 2025
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There are 2 modules in this course
In this course, you’ll explore the psychological and behavioral foundations of workplace conflict and discover how to manage it with calm, clarity, and empathy. You’ll unpack the emotional triggers behind confrontations, decode how to listen beyond words, and apply actionable tools to de-escalate tension while preserving trust. With real-world strategies rooted in communication science and emotional intelligence, you’ll master techniques to give and receive feedback, assert boundaries, and foster resilient team dynamics. By the end, you’ll be equipped to defuse conflict with professionalism, turn tough conversations into growth opportunities, and cultivate a culture of respect and accountability.
What's included
1 reading1 plugin
In this module, you’ll explore the emotional and interpersonal dynamics that drive workplace conflict and discover science-backed techniques to manage them with clarity and calm. You’ll examine how stress responses are triggered, how empathy can lower tension instantly, and how brief pauses can prevent escalation. You’ll uncover proven de-escalation tactics that help redirect conversations toward solutions, even in high-pressure situations. Finally, you’ll apply actionable strategies to manage your own emotional responses, strengthen team trust, and stay grounded in moments that matter most.
What's included
15 videos1 assignment
Instructor
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Packt
Arizona State University
University of California, Irvine
Arizona State University