Conflict Resolution at Work

About this course

Conflict is a normal part of working with people, and handled well it can lead to better decisions and stronger relationships. This course helps you understand where conflict comes from, recognise common conflict styles, separate interests from positions, facilitate a constructive conversation and rebuild working relationships afterwards. Five short lessons, Australian examples and one action after each lesson.

What you will be able to do

• You'll be able to recognise the early signs of workplace conflict and its underlying causes
• You'll be able to prepare for and open a difficult conversation calmly
• You'll be able to use listening and problem-solving to reach a workable agreement
• You'll be able to rebuild working relationships and know when to escalate

Course outline

1. Understanding Conflict

   10 min · Lesson notes, example, action task · 2-question quiz

   Conflict happens when people have different needs, goals, values or views and feel these are in tension. It is not always negative; many conflicts reveal problems that need solving. The aim is to manage it constructively.
2. Conflict Styles

   10 min · Lesson notes, example, action task · 2-question quiz

   People respond to conflict in different ways. Understanding common styles, such as avoiding, accommodating, competing, compromising and collaborating, helps you recognise what is happening and choose a more useful approach.
3. Separating Interests and Positions

   10 min · Lesson notes, example, action task · 2-question quiz

   Positions are what people say they want, while interests are the needs and concerns behind those positions. Focusing on interests often reveals options that a simple yes or no would hide.
4. Facilitating a Conversation

   10 min · Lesson notes, example, action task · 2-question quiz

   Facilitating a conflict conversation means creating a safe, structured space where each person can speak and be heard. The facilitator guides the process, keeps the focus on the issue and helps both parties reach a workable agreement.
5. Rebuilding Working Relationships

   10 min · Lesson notes, example, action task · 2-question quiz

   Rebuilding working relationships takes time. It involves following through on what was agreed, acknowledging progress and checking in until both people are working well together again.
6. Careers & next steps

   10 min · Lesson notes, example, action task · 2-question quiz

   Conflict resolution skills are valued in HR, employee relations, leadership and customer-facing roles. This lesson maps the roles this course can lead to and how to check what they are worth.
7. Final quiz and certificate

   10 questions, pass mark 8 of 10. Pass to get your Reesby Academy certificate with a verification link.