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From Conflict to Resolution: Managing and Mediating Conflict at Work

Unresolved conflict is a huge source of frustration, mistrust and damaged relationships in organizations. Understanding the underlying triggers of conflict (both organizational and interpersonal) and confidently applying strategies and using appropriate tools turns conflict into a growth experience that moves both the relationships and the organization forward. This course is essential for anyone who desires stronger relationships and a higher level of productivity and satisfaction in their work.

This course can be applied to the Business Communication Certificate.

Benefits and Learning Outcomes

    • Recognize common causes of conflict in the workplace.
    • Understand your communication and problem solving preferences and identify how your style might cause tension or conflict with another person, especially under stress.
    • Evaluate different conflict management approaches and appropriately choose the best approach based on the situation.
    • Identify possible conflict resolution strategy and select the best strategy for the situation.
    • Provide feedback effectively and appropriately to prevent a conflict or keep a conflict from escalating.
    • Follow a step-by-step process to productively engage in tough, high stakes conversations that move toward resolution of the conflict.
    • Engage in active listening to encourage effective problem solving.

Course Outline/Topics

  1. Organizational and interpersonal sources of conflict
    1. Common organizational conflict sources
    2. Interpersonal style differences and the tension they cause
    3. Self assessment – individual style attributes and how they might be a source of conflict.
    4. Situationally adapting your style to stave off conflict.
  2. Conflict management strategies
    1. Preventing a conflict by effectively giving and receiving feedback and active listening.
    2. The five conflict management approaches and appropriate uses of each.
    3. Effective conflict management strategies and selecting the most effective strategy.
  3. Engaging in high stakes communication
    1. Discuss a step-by-step process to effectively engage in productive high-stakes conversations
    2. Prepare for and practice a high-stakes conversation

All sessions are Face-to-Face unless otherwise noted.

Tue., Dec. 6


Location: UWM School of Continuing Education

Instructor: Allison Cooley


$345 if you register by Tue., Nov. 22.
$395 if you register after Tue., Nov. 22.

CEUs: 0.7

Enrollment Limit: 30

Program Number: 5050-9477

Registration Deadline: Tue., Dec. 6

Register Now