e-lerniq series

Conflict Resolution

Typical Participants

Employee Relations Professionals
HR Professionals
New Leaders and Managers
Mid Management Staff
Anyone Interested in Conflict Resolution


10 Modules
Case Studies
Available 24/7/365

Course Level

Beginner / Intermediate


Certificate of Participation


2 hrs

Delivery Language


Conflict Resolution

This course will give you a seven-step conflict resolution process that you can use and modify to resolve conflict disputes of any size. Dealing with conflict is important for every organization no matter what the size. If it is left unchecked or not resolved it can lead to lost production, absences, attrition, and even lawsuits. You will also be provided a set of skills in the area of solution building and finding common ground.

What Do Participants Learn in This Conflict Resolution Session?

As a result of participating in this online conflict resolution course, participants will be able to: 
  • Understand what conflict and conflict resolution mean;
  • Understand all six phases of the conflict resolution process;
  • Understand the five main styles of conflict resolution;
  • Be able to adapt the process for all types of conflicts;
  • Be able to break out parts of the process and use those tools to prevent conflict;
  • Be able to use basic communication tools, such as the agreement frame and open questions;
  • Be able to use basic anger and stress management techniques.

Conflict Resolution
Course Content

  • Introduction to Conflict Resolution (what is conflict and conflict resolution, understanding the process);
  • Conflict Resolution Styles with the Thomas-Kilmann Instrument (collaborating, competing, compromising, accommodating, avoiding);
  • Creating an Effective Atmosphere (neutralizing emotions, setting ground rules, choosing the time and place);
  • Creating Mutual Understanding;
  • Focusing on Individual and Shared Needs (finding common ground, building positive energy and goodwill, strengthening your partnership);
  • Getting to the Root Cause (examining root causes, creating a cause and effect diagram, identifying the benefits of resolution);
  • Generating Options (generate, don’t evaluate, create mutual gain options and multiple option solutions, digging deeper into your options);
  • Building a Solution (creating criteria, creating a shortlist, choosing a solution, building a plan);
  • The Short Version of the Process (evaluating the situation, choosing your steps, creating an action plan, using individual process steps);
  • Additional Tools (stress and anger management techniques, the agreement frame, asking open questions).