Conflict Management Strategies

Make conflict resolution part of a healthy work environment

While differences and disagreements between people are inevitable, conflict is not inherently corrosive. It can be part of a productive work environment provided it is skillfully managed.

In this program, you will gain key insights on workplace conflict and learn ways to manage, resolve or deescalate it. Assess your personal style and approach to conflict, and practice new skills for managing conflict on both individual and team levels. Anticipate and prevent conflicts when possible, and resolve them in a fair and considerate manner. Leave with an action plan for applying your learnings to conflict situations in your workplace.

The program focuses on the individual dynamics of conflict resolution, including conflicts between managers and workers as well as between co-workers. It does not cover legal or contractual conflicts (e.g. collective bargaining) or broader societal conflicts like aboriginal land claims.

Online program format

Each day of the program includes facilitator-led online sessions in real time, with ample breaks provided. Sessions are highly interactive, enabling you to network with peers, brainstorm ideas, engage in skill-building activities, and receive constructive feedback. You will also have access to self-directed resources (readings, videos, self-assessments etc.) that you can review at any time.

Benefits for you

• Increase your awareness of how you respond to conflict and adapt your conflict response style to particular situations
• Identify behaviours and language that tend to provoke conflict
• Develop collaborative skills and communication habits that will help deflect and/or resolve conflicts
• Recognize powerful unstated conflicts and make them explicit, so they can be treated
• Use time-tested third-party techniques to assist others in resolving conflicts
• Structure a conflict management process in ways that reduce or resolve conflict

Program content

• Sources and types of conflict, insights from brain science and psychology that help resolve conflict
• Alternative ways of responding to conflict: how do you tend to respond, how do others respond differently, benefits of alternative approaches
• Managing conflict resolution: defining positions and interests, framing and defining conflicts, developing an effective roadmap for resolution, facilitating the conflict management process
• Communication skills in conflict resolution: obstacles to communication, shifting from confrontational to collaborative language, listening, empathy and understanding, asking the right questions
• Making conflict outcomes positive: the power of motivations, avoiding/deescalating emotional responses, managing difficult conversations

Special Features

This program combines structured frameworks, skill development and role-playing exercises. You will develop a personal conflict profile and design an action plan for managing conflict better. You’ll also apply conflict resolution practices to your own work situation.