Dealing with Conflict at Work: Real World Strategies & Tools
4.2 (73 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
978 students enrolled

Dealing with Conflict at Work: Real World Strategies & Tools

A Practical Introduction to Workplace Conflict Management for Managers and Supervisors
4.2 (73 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
978 students enrolled
Created by Mike Clayton
Last updated 5/2018
English [Auto-generated]
Current price: $11.99 Original price: $49.99 Discount: 76% off
3 days left at this price!
30-Day Money-Back Guarantee
This course includes
  • 1.5 hours on-demand video
  • 13 articles
  • 4 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Recognize the signs of conflict early, so you have a chance to stop it
  • Reduce the incidence of conflict, by listening well

  • Understand how conflict escalates, so you can stay calm and stop the escalation

  • De-escalate conflict, so you bring your relationship back to normal
  • Resolve conflict, using a variety of strategies and tactics
  • Develop your resistance to being drawn into conflict
  • No pre-requisites. If you're in the world of work, or soon to enter it, you're ready for this course.

Conflict is an inevitable part of working life. And it's not always bad.

But, often, it is. It can be stressful, harm productivity, spoil working relationships, and lead to damaging behaviors.

And, if you have any level of responsibility as a team leader, supervisor, or manager, fixing it may well be down to you.

So you need the tools to deal with conflict at work.
And this course will give you them.

More than that, you'll learn how and why conflict arises, and how to minimize it before it takes hold.

Here are the main topics you'll cover:

  • The sources of conflict
  • How to listen
  • The effect of personalities on conflict
  • The ways people resist imposed ideas
  • The signs and stages of conflict escalation
  • The steps for de-escalating conflict
  • Strategies for resolving conflict
  • Five ways to handle conflict 
  • How to recover a broken (workplace) relationship

Ongoing Project: Your Conflict Log
During the course, your project will be to keep and share aspects of your Conflict Log. You will create a record of your observations, successes, and struggles. Other students and your tutor will support you, endorse your successes, and help you with your questions.

Prior Experience
The only prior experience you need is daily life. If you’ve been a hermit or in long-term peaceful coexistence with all your fellow human beings, you won’t need this course.

However, the people who may find this most valuable are those who experience conflict in the workplace, and especially those in supervisory or management roles. 

Your Tutor
Your tutor is Dr. Mike Clayton. As a senior manager at international consulting firm, Deloitte, Mike had to deal with conflict among staff, and with clients, and even among clients. But more important, as a senior representative of his firm and a program leader, he needed to avoid escalation of conflict.

Now, as a trainer and facilitator, he has been applying what he learned and teaching it to others. This course represents 15 years' experience of what tools students find most helpful, and 25 years experience in business, managing conflicts large and small.

We have you covered
However, it's not all been plain sailing. Three times in 25 years, Mike has had to use his own 'Breakdown Routine' to the breakdown of a professional relationship. Three times it worked. And managers and leaders he has coached have used it with equal success.

So, you see, we have you covered. This course will give you the tools to:

  • Prevent conflict
  • Reduce and reverse its escalation
  • Handle full blown conflict
  • and... recover from the effects of a conflict-induced relationship breakdown.

Your Unconditional, No-questions, 30-Day Guarantee
The best way to assess how valid this material is in you culture is to try it out. I am so confident that this course will change your life that I offer you an unconditional, no questions asked, full 30 day money-back-in-full guarantee. If you don't think this will give you the tools to do more with your time, then just ask for your money back.

And What if you have questions?
I will be on hand to answer your questions if you get stuck, puzzled, or just want to know more. As a professional trainer, this is what I do, and I promise to respond within 24 hours of your question arriving with me from Udemy. 

Enroll Now
Enroll for this course now, so you can start to regain control of your life straight away.

Who this course is for:
  • Managers and supervisors at all levels
Course content
Expand all 35 lectures 01:28:31
+ Introduction to Your Conflict Management Course
6 lectures 06:45

Welcome to the course:

  1. Your course tutor, Dr Mike Clayton
  2. What you will be able to do at the end of your course
  3. The main topics you'll learn
  4. Practicing your skills: Your Conflict Log
Preview 02:55

This is your course workbook.
We recommend you download it and either:

  • Print it out 
  • Work from your preferred PDF reader

There is space in the workbook for you to add your own notes, so keep it with you as you work through the videos.

Your Workbook for the Course

Before we get started, we need to define our terms.

What are conflict and conflict management?

Preview 03:08

This is your Conflict Log. 

We recommend you download it and either:

  • Print it out 
  • Work from your preferred PDF reader

At various points in the course, we will set you exercises (there are ten in total). This log will give you all the details of what to do, along with space to record your work and learning.

Your Conflict Log

Do exercise 1 in your Conflict Log. It consists of two parts:

  1. A short self assessment quiz (c. 5mins)
  2. Four questions to help you reflect on the quiz (c.20 mins)
Exercise 1: Conflict Behaviors: Self-Assessment

There is no such thing as difficult people…
           There are just unhelpful behaviours

Do exercise 2 in your Conflict Log. It asks you:

  • What are some examples of unhelpful behaviors?
  • What strategies do you know of, for dealing with them?
Exercise 2: What Behaviors Trigger Conflict?
+ Understand the Keys to Conflict
5 lectures 12:16

We will look at the rational and irrational reasons why conflict occurs.

Preview 03:13

Do exercise 3 in your Conflict Log. It consists of two parts:

  1. Noticing the sources of conflict in yourself
  2. Noticing the sources of conflict in others
Exercise 3: Notice the Sources of Conflict in Yourself and the People around You

One of the principle keys to conflict is respect.

It will help you understand:

  • why conflict starts
  • why it perpetuates
  • how to avoid it
  • how to de-escalate it
Preview 03:56

Do exercise 4 in your Conflict Log.

It asks you to consider seven short scenarios, and then:

  1. Assess whether they represent aggressive, passive, or assertive behavior
  2. Provide a better response if you think one is needed

Only when you have completed it...

You can download suggested solutions from here.

Exercise 4: Recognizing Assertive, Passive, and Aggressive Behaviors

The way you respond to conflict signals your levels of respect.

Here is some simple-to-apply guidance on:

  • what to focus on
  • simple language choices
How to Use Respect to Help Resolve Conflict
+ How Misunderstandings Arise... and the Solution
4 lectures 14:34

When you understand how human communication works, you'll start to see its role in causing or reducing conflict.

How Communication Works

Listening is the primary skill of a great communicator. It is also the main tool for avoiding or e-escalating conflict.

In this lesson you'll learn the four levels of listening.

How we Listen: The Four Listening Levels

In the last lesson, you learned about the levels of listening and what good listening means. Now it's time to learn how to listen well, and transform the quality of your listening.

How to Listen Well

Do exercise 5 in your Conflict Log. It consists of two parts:

  1. Practice calming the voice in your head
  2. 2. Practice excellent listening
Exercise 5: Practice your Listening
+ Personality Types in Conflict
3 lectures 08:37

Opposites don't attract. They clash.

Here, you'll learn about some examples.

How Personality Types Conflict

In this lesson, we'll go into personality clash in greater detail. You'll learn a simple model of personality styles, and how they create clashes.

How Specific Personalities Clash at Work

Following the last lesson, we'll look at a third dimension to personality styles, and how you can use it to avoid personality clashes.

How to Avoid Personality Clash
+ Escalation of Conflict
4 lectures 11:16

Resistance isn't conflict... yet.

Here we'll look at what it is and start to understand a framework for handling it well, before it turns into conflict.

Resistance: It's Not Conflict... yet.

In this lecture, you'll learn the Onion Model of Resistance.

This will allow you to recognize the type of resistance you are getting, and then respond in an appropriate way.

The Onion Model of Resistance

You'll learn to spot the body language that indicates tensions are rising and conflict is imminent.

When you can do that, you'll be able to start the de-escalation process earlier, and so be more effective. 

You'll also learn about the stages of escalation.

The Signs of Conflict Escalation

Do exercise 6 in your Conflict Log. It consists of two parts:

  1. Notice the signs of conflict escalation in yourself
  2. Notice the signs of conflict escalation in others
Exercise 6: Notice the Signs and Stages of Conflict Escalation
+ De-escalating Conflict
8 lectures 27:43

We're at the core of the program now.

Here are seven strategies for handling conflict.

The Strategies for Handling Conflict

This is another key lesson. 

You will learn the process for de-escalating from full conflict, back to a resolution.

Conflict De-escalation Process

Do exercise 7 in your Conflict Log.

When you encounter conflict, try to de-escalate it, and notice the effects of what you try.

Exercise 7: Practice De-escalating Conflict

When you respond to conflict, you can adopt five distinct modes. In this lesson, you'll learn what they are. In the next one, you'll learn when each one is most suitable.

Conflict Handling Modes - The Thomas-Kilmann Model

In the last lesson, you learned about the  five distinct modes. In this lesson, you'll learn when each one is most suitable.

The Five Thomas-Kilmann Modes

Do exercise 8 in your Conflict Log.

Become mindful in choosing your approach to handling conflict, and record your experiences.

Exercise 8: Applying Conscious Choices to How You Respond to Conflict

Two of our seven strategies for dealing with conflict involve engaging a third party. In this lesson, you'll learn more about each one.

Getting Help from a Third Party

I hope you'll never need this. But, over a long career, you almost certainly will.

If a working relationship breaks down, this ten-step Breakdown Routine will give you a roadmap to follow, for restoring it.

How to Recover from a Broken (Professional) Relationship
+ Closing Section
5 lectures 07:15

Conflict isn't always bad, and in this lesson, I'll remind you why not, before you finish the program.

Good Conflict and Bad Conflict

To end the program, I'll do more than wish you well and say goodbye. I'll share my secret to avoiding conflict.

The Secret to Avoiding Conflict

Do exercise 9 in your Conflict Log.

You have been through the whole program now…

Use your log to reflect on:

  • What you learned
  • What changes you plan to make
  • How you plan to monitor your progress

Exercise 9: End of Program Reflection

Do exercise 10 in your Conflict Log.

There are extra pages in your log, for you to record further experiences, and lessons learned.

Exercise 10: Course Follow-up
Bonus Lecture: Did you enjoy this course?