Behaviors like gossiping, stonewalling, belittling, passive aggressiveness, finger-pointing, and hypercriticism are causing unhealthy, unhappy, and unproductive work environments and proving costly to organizations. According to CPP, Inc., conflicts in the workplace cost American businesses billions of dollars. For example, one increased expense is paid leave. Their research found that 25% of workers admitted that conflicts have caused them to call in sick to work at least once.

On top of affecting workers negatively, conflicts also cause managers to spend countless hours dealing with them. The Washington Business Journal calculated that managers spend an average of 25-40% of their time dealing with workplace conflict. Doing the math, for a 40-hour-a-week schedule, that is 43-69 hours per month. Wow!

Conflict comes in many shapes and sizes. It can be between you and another, between two of your employees or co-workers, or even involving customers and outside individuals. You will benefit by gaining a general knowledge of how to spot conflict brewing, how to best nip it in the bud, and what to do if it gets out of hand.

This topic was developed into a training due to a client request as they were anticipating conflict upon re-opening their business doors after the COVID-19 pandemic. They had concerns that their customers would not like the changes they had made, be frustrated with waiting time to be served, and take it out on their employees. There was also concern that the employees would need to re-learn how to work side by side again in a cooperative, patient, and kind way.

Does it seem like there are conflicts brewing left and right? Do you see this too? We are not alone. Unfortunately, many business leaders are realizing this negative issue is in their doors. Does workplace conflict take up a lot of your time and energy? Now is the time to give yourself, your leadership team, and all of your employees the tools to help minimize conflict. When workplaces incorporate an anti-conflict culture using the PEKs principle, demonstrated patience, empathy, and kindness, the environment becomes a place to look forward to coming into.

This course helps you to increase self-awareness around conflict behaviors and how to effectively respond to the uncomfortable and unavoidable challenges of workplace conflict, no matter what industry you are in. Learn some personalized techniques to curb destructive behaviors so that conflict can become more productive, ultimately improving workplace relationships and results.

Course Key Concepts: Conflict Resolution, Communications, De-escalation, Behaviors Cooperation, Teamwork.

Learning Objectives
  • Identify and know how to respond to various levels of conflict behavior.
  • Recognize our own natural responses to adversity.
  • Explore conflict prevention measures.
  • Identify and learn de-escalation strategies for safe interventions.
  • Discover resolution options.
Last updated/reviewed: March 21, 2024
4 Reviews (16 ratings)


Anonymous Author
Unfortunately there will always be some sort of conflict within the organization; however, I tend to see this shift happening with customers who are uncontrollable with their responses and how they are treating workers at the organization.

Anonymous Author
I found the gray rock technique to be new and interesting. I will definitely try this technique and encourage others to if needed.

Anonymous Author
Great job, thank you so much, great work, important knowledge, great learning

Anonymous Author
Great to have these in the pocket for when these instances arrive.

Course Complexity: Foundational
No advanced preparation or prerequisites are required for this course.
Education Provider Information
Company: Illumeo, Inc., 75 East Santa Clara St., Suite 1215, San Jose, CA 95113
Contact: For more information regarding this course, including complaint and cancellation policies, please contact our offices at (408) 400- 3993 or send an e-mail to .
Instructor for this course
Course Syllabus
  Introduction to Conflict Resolution1:14
  Closer Look At Conflict-Causes11:54
  Closer Look at Conflict-Affects7:20
  Conflict Prevention11:36
  Conflict Resolution with De Escalation Tips and Techniques11:18
  Conflict Resolution-Approach to De Escalation12:00
  Conflict Resolution - Prevent, De-escalate, Resolve55:22
  Slides: Conflict Resolution - Prevent, De-escalate, ResolvePDF
  Conflict Resolution - Prevent, De-escalate, Resolve Glossary/IndexPDF