Conflict Management in the Workplace

The “Conflict Management in the Workplace” learning material is designed for 21 hours of asynchronous distance training and is intended for directors, human resources professionals, supervisors and team members.

Across seven thematic units, it covers human relationships and collaboration, recognising the causes and development of conflict, resolution strategies, emotional intelligence and self-regulation. It also examines communication during difficult conversations and the preparation and application of negotiation techniques.

Learning outcomes

On completing the programme, learners should be able to:

• Recognise the signs of workplace conflict and distinguish it from a simple disagreement.
• Identify the causes, parties involved, issues and stages of a conflict.
• Distinguish observable facts from interpretations and emotional reactions.
• Select an appropriate management strategy based on the importance of the issue, the relationship and the circumstances.
• Apply self-awareness and self-regulation techniques to manage tension.
• Use active listening, exploratory questions and clear, assertive communication.
• Prepare and organise difficult conversations with respect and specific requests.
• Prepare for negotiations by distinguishing positions, interests, limits and alternative options.
• Formulate workable agreements specifying responsibilities, deadlines and review criteria.
• Evaluate their intervention and plan actions to prevent recurring conflicts.