Conflict is not a dirty word, though it often brings up images of fists pounding, the screech of hysterics, and the resentment that comes when blame is carelessly splashed on the guilty and innocent alike.

Yet in reality, conflict and creative ways of dealing with it can help teams to become stronger, more aligned in their work, and open to feedback, all of which ensures successful ongoing interactions and projects.

This course presents an approach using specific conflict resolution techniques and the science behind their effectiveness.  Upon this foundation we go on to build skills in using conflict managing techniques and investigate 2 case studies each of which highlights a different aspect of the challenge of conflict management.

Completing this course will give you tools to leverage conflict more effectively in any situation, and will begin to build those new muscles around listening and perspective-taking that will keep your conflicts productive and sources of growth instead of fear and confusion.

Learning Objectives
  • Identify “Fair Fighting Rules” and recognize how they are used to produce constructive conflict
  • Explore how to engage in active listening and how it is the often overlooked key to transforming conflict from fearful stasis into focused action
  • Identify the acronym SOLER F and recognize how it enhances the effectiveness of active listening
  • Explore how to Leverage scientific studies to stay ahead of routine and unexpected conflicts at home and at work
  • Discover 2 case studies to identify, discuss, and decide on what went well and what could be improved upon for the next round of conflict
Last updated/reviewed: March 17, 2024
9 Reviews (31 ratings)


Anonymous Author
This course provided an excellent overview of overcoming conflict and addressing conflict head on in the workplace. I particularly enjoyed the section on fair fighting rules, as well as techniques shared for active listening - a great refresher to always keep top of mind as a leader.

Member's Profile
Great help in managing conflict that will be inevitable wherever people come together and they most often come together at work. Thank you.

Anonymous Author
Interesting material. The CPP report was a good read. I looked it up first hand afterward.

Member's Profile
Well prepared presentation; interesting material and helpful tips to take back with me.

Anonymous Author
Very interesting class with techniques to help navigate difficult conversations.

Anonymous Author
This was a good course and the topics are helpful and well summarized.

Member's Profile
There are some useful tools in here, most especially for HR personnel.

Member's Profile
Great class!! wonderful tips and insight into conflict resolution

Member's Profile
Well organized and interesting course with very helpful tips.

Course Complexity: Intermediate

No Advanced Preparation or Prerequisites are needed 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
  Foundations 6:37
Foundations and Techniques
  Active Listening 8:55
  Active Listening (Continued)8:51
  Fair Fighting "Rules"12:45
  Meditation Activities 9:02
  Results and Case Study 16:04
  Case Study 2 and Conclusion 9:02
Continuous Play
  Conflict’s Crucible: Forging Strong Teams in the Heat of Business Full Video1:06:38
  Slides: Conflict's CruciblePDF
  Conflict's Crucible Glossary IndexPDF