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Workplace Conflict Resolution

How to recognise, defuse and resolve conflict at work — from everyday disagreements to formal escalation. For supervisors, team leads and professionals in industrial and energy organisations, and for self-directed learners.

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49m
Total time
4
Competency levels
12
Lessons

What you'll learn

  • Explain the most common sources of workplace conflict and how unresolved conflict affects safety, quality and morale
  • Distinguish healthy task conflict from destructive personal conflict and spot early signs of escalation
  • Apply the five conflict-handling styles (competing, collaborating, compromising, avoiding, accommodating) and choose the right one for the situation
  • Uncover the interests behind stated positions and use de-escalation techniques in tense conversations
  • Mediate informally between team members using a structured, impartial process
  • Recognise when a conflict must be escalated to HR or management, and escalate it properly

Curriculum

Progress through each competency level in order.

1

Awareness

  • Where Workplace Conflict Comes From
    Knowledge
    2m
  • Healthy Task Conflict vs Destructive Personal Conflict
    Knowledge
    2m
  • Awareness Check: Understanding Conflict
    Assessment
    7m
2

Knowledge

  • Five Conflict-Handling Styles and When Each Fits
    Knowledge
    2m
  • Interests vs Positions
    Knowledge
    2m
  • Knowledge Check: Styles and Interests
    Assessment
    8m
3

Skill

  • De-escalation in Practice
    Knowledge
    2m
  • Assignment: Plan and Hold a Conflict Conversation
    Assignment
    3m
  • Skill Check: Handling Live Conflict
    Assessment
    8m
4

Mastery

  • Informal Mediation and Knowing When to Escalate
    Knowledge
    2m
  • Assignment: Conduct an Informal Mediation
    Assignment
    3m
  • Mastery Assessment: Mediation and Escalation Judgement
    Assessment
    8m

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