Conflict management in the workplace
4.4 (14 ratings)
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Conflict management in the workplace

How to effectively resolve conflict at work.
4.4 (14 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
965 students enrolled
Created by Dr Sharon Xuereb
Last updated 5/2017
Current price: $12 Original price: $100 Discount: 88% off
4 days left at this price!
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  • 1.5 hours on-demand video
  • 1 Article
  • 7 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion

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What Will I Learn?
  • List the main reasons for conflict.
  • Identify the positive and negative consequences of conflict.
  • Express themselves effectively in situations of conflict.
  • Confidently resolve conflict with colleagues or customers.
View Curriculum
  • Students will need to appreciate that conflict at work can be destructive.
  • Students need to be open to exploring different ways of resolving conflict at work.

Conflict is a natural feature of human communication. Often we see conflict as negative, and it is true, conflict that is not handled well can have a devastating impact on staff morale and productivity, as well as customer-relations. However when conflict is managed well, it can lead to increased creativity and enthusiasm amongst workers. 

This course is of immense practical value to you if you work with other people, whether colleagues or customers. You will learn how to identify conflict, and understand the different types of conflict that occur at work. There is a strong focus on practical skills to resolve conflicts. You will discover what your preferred conflict management style is, and the situations where it is most suitable.

Who is the target audience?
  • People who work in an environment where they regularly interact with other colleagues or customers.
Compare to Other Conflict Management Courses
Curriculum For This Course
26 Lectures
Introduction to conflict management in the workplace
3 Lectures 06:38

Some insights as to what this course will focus on, with regard to conflict management in the workplace.

Preview 02:16

This is an opportunity to get to know me, why I am passionate about teaching, and why I believe that conflict management is crucial to a productive workplace.

Preview 02:01

An understanding of what you will have learnt, and be confident in doing, by the end of the course.

Preview 02:21
Foundation to understanding conflict
5 Lectures 19:32

An understanding about what makes up conflicts, and who can be in conflict at the workplace.

Preview 03:44

Exploring the short- and long-term consequences of conflict, which can impact the wider team or organisation.

Preview 03:23

While there are many reasons for conflict, they all fall under the three main ones that we discuss in this lecture.

Preview 06:53

Here you are guided to reflect and identify the issues that are most likely to lead to conflict in your individual case.

Hot buttons and more

Exploring how the fact that work is made up of different personalities and ways of looking at life and work can contribute to conflict.

Multiple viewpoints
Types of conflict and their consequences
8 Lectures 24:53

Understanding the two types of conflict, cognitive and emotional, and how approaching conflict in one way can be more productive.

2 types of conflict

Analysing how focusing on personal need or else focusing on a preferred solution can impact conflict.

Personal need and solution

Examining the different stages of group development, and how the type of conflict is often different depending on the life stage of the group or team.

Group development

Delving into one of the most harmful consequences of avoiding conflict.


Exploring that many benefits of conflict that is managed well, and how we can use disagreements as a huge benefit.

Conflict as positive

Understanding further the destructive elements of conflict, with the aim being to prevent then happening, and instead use conflict as a positive.

Conflict as destructive

Looking into the ways in which we can change the course of conflict, to make it into an occurrence that benefits all the people involved, and actually strengthens the team.

Which effect?

A case study of conflict at work is presented here, and students are urged to consider the questions at the end. This is an opportunity to apply the points presented so far in the lectures.

Case study
Resolving conflict
9 Lectures 40:52

Please complete the questionnaire available here, so you can work out your preferred conflict management style. 

Discovering your conflict management style

Understanding the advantages and disadvantages of each conflict management style, and how they are each suitable in particular types of situations. There is also a practical exercise to complete, so you can reflect on ways to resolve conflict more effectively.

Understanding your conflict management style

Exploring 3 potential outcomes to conflict, and reflecting on two case studies to understand how to achieve a win-win outcome.

Aiming for win-win

Delving into the advantages of an informal resolution to conflict, and how to achieve this.

Informal resolution

Outlining a 6-step process to resolving conflict at work, which is effective in the vast majority of conflict situations. Also a practical tasks to support you embed this learning:

a) Use the checklist to help you manage conflict resolution conversations.

b) Use the reflection document to help you focus on a specific issue at each step of the conflict resolution process.

The conflict resolution process

Examining specific communication techniques, and how you can use the to effectively resolve conflict at work.

Communication techniques

Exploring different ways forward when conflict persists, even after enacting the 6-step process and using the recommending communication techniques.

When conflict persists

Understanding what mediation is, and how it can be a valuable option to pursue in complex conflicts or ones that have escalated.


If you don't take anything else with you from this course, take this: The 7 Ps for managers, and you will be able to effectively resolve conflict at work. There is also a worksheet to help you identify how to develop your Ps.

The manager's Ps!
Conclusion and takeaways
1 Lecture 03:20

Outlining the main conclusions and takeaways from the course. I strongly encourage you to complete the worksheet, so you can reflect on your strengths and areas for improvement with regard to conflict management in the workplace.

Conclusion and takeaways from the course
About the Instructor
Dr Sharon Xuereb
4.3 Average rating
22 Reviews
1,358 Students
3 Courses
Employee engagement specialist

I believe that, when managed effectively, people can be leaders' biggest resource. I am passionate about getting the best out of staff. Which is why I specialise in increasing employee engagement. I do this by coaching managers on how to engage their teams so they are motivated, efficient, and open to change. I also run several training workshops to equip managers, such as Coaching skills for managers and Managing staff with challenging behaviour.

I am a psychologist with experience in a range of challenging environments, as an employee and as a manager. Besides coaching and training, I have led on consultations, developed policies, and conducted research about motivation and work-related stress and burnout. I have also worked, and continue to do so, with fiver different UK and US universities.