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Professional Skills: Managing Conflict

Professional Skills: Managing Conflict

This course is part of multiple programs.

Instructor: Tyler Galarneau

Included with

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5 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

4 hours to complete

Flexible schedule

Learn at your own pace

5 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

4 hours to complete

Flexible schedule

Learn at your own pace

What you'll learn

Identify and understand different conflict mindsets and their underlying causes.
Apply effective strategies for managing conflict in face-to-face interactions.
Develop techniques for resolving disagreements efficiently via email and phone.

Skills you'll gain

Details to know

Shareable certificate

Add to your LinkedIn profile

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Build your subject-matter expertise

This course is available as part of

When you enroll in this course, you'll also be asked to select a specific program.

Learn new concepts from industry experts
Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate

There are 5 modules in this course

Master the skills to manage conflict confidently in any setting. This course equips you to recognize conflict mindsets and adapt your response, whether in person, over the phone, or via email.

Conflict is inevitable, but it doesn’t have to be unmanageable. Managing Conflict, designed by ASU’s Sandra Day O’Connor College of Law, gives you a comprehensive toolkit to understand, de-escalate and resolve conflicts in professional and personal contexts. You’ll learn to recognize the brain’s instinctive and emotional responses, identify conflict triggers in different communication formats, and respond effectively to improve outcomes. Through hands-on practice and real-world scenarios, you’ll build strategies for managing in-person, written and verbal conflicts with empathy and clarity.

Module details

This module delves into the foundational aspects of conflict, helping you understand the various mindsets that contribute to disagreements. You will explore the underlying causes of conflict and learn to recognize different conflict mindsets in yourself and others. By understanding these dynamics, you will be better equipped to approach conflict situations with a more informed and strategic perspective, paving the way for more effective resolution.

What's included

1 assignment7 plugins

1 assignmentTotal 10 minutes

Quiz: Identifying conflict mindsets10 minutes

7 pluginsTotal 50 minutes

Identifying conflict mindsets: Causes and resources5 minutes
Identifying conflict mindsets: Recognizing conflict mindsets4 minutes
Practice the solution: Recognizing conflict mindsets15 minutes
Job aid: Function of the brain3 minutes
Reflect on the solution: Identifying conflict mindsets10 minutes
Natural reactions can be counterproductive: Key takeaways3 minutes
Apply the solution: Identifying conflict mindsets10 minutes

Navigating face-to-face conflict requires a unique set of skills. This module focuses on effective strategies for managing disagreements when you are directly interacting with others. You will learn how to maintain composure, communicate clearly, and de-escalate tensions in real-time. By mastering these techniques, you will be able to transform potentially volatile situations into constructive conversations, preserving relationships and achieving positive outcomes.

What's included

1 assignment7 plugins

1 assignmentTotal 10 minutes

Quiz: Handling conflict in person10 minutes

7 pluginsTotal 45 minutes

Handling conflict in person: Causes and resources5 minutes
Handling conflict in person: Managing in-person conflict4 minutes
Practice the solution: Managing in-person conflict10 minutes
Job aid: Managing in-person conflict3 minutes
Reflect on the solution: Handling in-person conflict10 minutes
Less time and space create more pressure: Key takeaways3 minutes
Apply the solution: Handling in-person conflict10 minutes

Email communication, while convenient, can often exacerbate misunderstandings and escalate conflicts due to the absence of non-verbal cues. This module provides essential guidance on how to effectively manage and resolve conflicts that arise through email. You will learn techniques for crafting clear, concise, and empathetic messages, as well as strategies for de-escalating tensions and moving towards resolution in a written format. This will help you prevent misinterpretations and maintain professional relationships even when communicating remotely.

What's included

1 assignment7 plugins

1 assignmentTotal 10 minutes

Quiz: Handling conflict over email10 minutes

7 pluginsTotal 45 minutes

Handling conflict over email: Causes and resources 5 minutes
Handling conflict over email: Managing email conflicts 4 minutes
Practice the solution: Managing email conflicts10 minutes
Job aid: Managing email conflicts3 minutes
Reflect on the solution: Handling conflict over email10 minutes
Emails provide more time but less context: Key takeaways3 minutes
Apply the solution: Handling conflict over email10 minutes

Telephone conversations present a unique challenge for conflict resolution, as they lack visual cues but offer immediate vocal feedback. This module equips you with the skills to effectively manage conflicts that arise during phone calls. You will learn how to interpret vocal tones, maintain a calm demeanor, and guide conversations towards a productive resolution. By understanding the nuances of phone communication, you will be able to address disagreements professionally and efficiently, ensuring clear understanding and positive outcomes.

What's included

1 assignment7 plugins

1 assignmentTotal 10 minutes

Quiz: Handling conflict on the phone10 minutes

7 pluginsTotal 55 minutes

Handling conflict on the phone: Causes and resources5 minutes
Handling conflict on the phone: Managing conflict on the phone 4 minutes
Practice the solution: Managing conflict on the phone20 minutes
Job aid: Managing conflict on the phone3 minutes
Reflect on the solution: Handling conflict on the phone10 minutes
A hybrid conflict, for better or worse: Key takeaways3 minutes
Apply the solution: Handling conflict over the phone10 minutes

This concluding module offers the opportunity to provide feedback on the course content and structure, and acknowledge your successful completion of the program. This final stage ensures that you leave with a strong sense of accomplishment and a clear understanding of how to apply your newly acquired skills in your professional life.