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Whether people sit and work side by side or have to collaborate from thousands of miles away, there will be misunderstandings, hurt feelings and conflict. In this course we explore some common reasons for workplace conflict and look at appropriate interventions and solutions to resolve them.

Some conflict is simple to resolve by understanding the impact your behavior or decisions have on others. Others stem from value differences which are much harder to bring to the surface and resolve. Of course, there are cultural differences, differences in style (very polite vs. very crude for example) and, unfortunately, conflict based on really inappropriate behavior.

After having been an arbitrator and mediator for many years, my personal bias is to attempt to resolve conflict in as benign a manner as possible. I much prefer mediation – except in extreme cases – to adjudication. This method is most valuable in situations where people can’t walk away and never deal with each other again. Not only do they have to work together – but so do their friends, co-workers and colleagues who no doubt have taken sides.

We explore interviewing and investigation techniques as well as alternative dispute resolution – consisting of Arbitration, Mediation and Conciliation.

This course teaches you methods with which to help your fellow employees resolve their workplace conflict. 

Learning Objectives

  • Recognize differences due to external factors and how they lead to conflict.
  • Explore new ways to interview and investigate.
  • Discover alternative methods to handle disputes
  • Recognize which type of intervention to use in which kind of situation
  • Identify the differences in the major types of alternative dispute resolution.
Last updated/reviewed: November 14, 2019

Included In Certifications

This course is included in the following Certification Programs:

28 CoursesMastering Management Certification

  1. Preventing Harassment, Abusive Behavior, Bullying, And Discrimination In The Workplace 2020 Update – 2 hour training
  2. The Art and Science of Interviewing
  3. Investigating a Complaint of Inappropriate Behavior in The Workplace
  4. Understanding Our Unconscious Biases
  5. Americans With Disabilities Act (ADA) Management’s Role
  6. Management Providing Safety and Better Ergonomics
  7. Maintaining a Culture of Innovation and Creativity
  8. Managing Passive People
  9. Resolving Workplace Conflict and Dealing with Different/Difficult People in 2020 and Beyond
  10. Group Decision Making and Problem Solving
  11. Company Culture: Creating and Maintaining the Best
  12. Part I: Cultural and Behavioral Information for Business in an International – Global Environment
  13. Part II: Country Specific, Cultural, and Behavioral Information - Doing Business in a Global Environment
  14. Effective Time Management and Goal Setting/Delegation
  15. Culture: Inside the Company and Outside the Country
  16. Cognitive Styles (Styles of Thinking, Talking, Giving and Receiving Information)
  17. Finding Success with Teams Working Far Apart
  18. Change Management: The People Side
  19. Effective Workplace Negotiation and Persuasion
  20. Creating Rewards and Recognitions that Get You What You Want to Achieve
  21. Onboarding: From Entry-Level to Senior Executive
  22. Marrying Career Development with Succession Planning
  23. Visibility Enhances Promotability
  24. Delegating Skills for Managers
  25. Assertiveness Skills for Executives, Managers and HR Professionals
  26. How EQ Helps Motivate Your Staff
  27. Effective Meeting Management for Leaders, Managers, and Facilitators
  28. Communication: A Two-Way Process

23 Reviews (88 ratings)Reviews

Member's Profile
This course was very unhelpful. The course was full of examples that were too specific to be applied to any real life situations that managers or hr might encounter. There was no information on how to actually help people resolve their problems - the only information was about arbitration and other formal methods. I was looking for coaching for managers in what do when conflict is encountered and recieved little practical information. Also, the slides/audio was very unprofessional with noises in he background and often the presenter providing the information not in sync with the presentation.
Member's Profile
The course had some good points but also was a little biased towards men. The example of what a man and a woman would do if you asked them to lunch was based on the personal experiences of the speaker and not a valid analysis. She baisically said that women are kind and would find ways to join others for lunch while men will reject the notion of going to lunch. maybe the men thought the speaker was hitting on them so they rejected the sexual advance. Analysis was very biased.
Anonymous Author
The course is very helpful. There are a lot of insights that everybody can apply in their workplace. The speaker is very knowledgeable of the topic. The presentation is very organized and the time allotted on the topic is about right.
Member's Profile
I liked that it was easy to listen to and follow along. I was surprised that is was suggested to NOT use power point presentation but ultimately understand why. Our HR department would get the most out of this course.
Anonymous Author
This course had some wonderful examples that resonated with me and reiterated the importance of viewing all sides before determining next steps. This course has value for both new and experienced leaders.
Member's Profile
It was a lousy presentation, the slides where all over the place, hard to follow, the info on the slides had little to do with the issues discussed and where indexed randomly.
Member's Profile
This course gives many examples that help put the topic in context. I think it will help in real life situations by remembering why conflicts occur.
Member's Profile
Modules under “Some Reasons Why Conflicts Occur” and subsequently are mislabeled. Questions 8 & 9 on the Final Exam are the same question.
Member's Profile
Great course and an amazing amount of examples, analogies and support for the material. Appreciate all of the perspectives.
Anonymous Author
I had the same question twice on my exam. The PDF has screens that aren't included in the presentation. Example 7-10.
Member's Profile
Good course for HR, managers, or supervisors. Some presentation slides don't match the video titles being discussed.
Member's Profile
I enjoyed the course. It helped me understand how to resolve workplace conflicts, and what to look for.
Member's Profile
I have a better understanding of workplace conflict, why it occurs, and how it can be resolved.
Member's Profile
The course provides nice information about conflict resolution and various methods
Anonymous Author
Some good ideas for looking at conflict from different points of view.
Member's Profile
Perfect refresher on ways to resolve workplace conflict. Thanks!
Member's Profile
Lots of examples given based on the real world experiences.
Member's Profile
so many nuggets to take away. I highly recommend this course
Member's Profile
Nice introduction to conflict resolution and tools to use
Anonymous Author
deilvery quality needs to be improved
Member's Profile
Enjoyable presentation!
Anonymous Author
interesting examples
Member's Profile


Course Complexity: Intermediate

No Advanced Preparation or Prerequisites are needed for this course. 

Education Provider Information

Illumeo, Inc., 75 East Santa Clara St., Suite 1215, San Jose, CA 95113
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 .
Course Syllabus
Introduction and Overview
  10:35Introduction to Resolving Workplace Conflict
  4:36Some Brief Definitions of Alternative Dispute Resolutions
Some Reasons Why Conflict Occurs
  11:06Some Reasons Why Conflict Occurs (Reasons A and B)
  15:05Some Reasons Why Conflict Occurs (Reason C and D)
  8:56Reducing Conflict Caused by Misunderstanding Not Malice
  9:16Litigiousness and Political Correctness
Misunderstandings and Cultural Reasons
  10:21When Cultures Clash
  11:16Some Workplace Examples
  7:36Alternative Dispute Resolution
  1:22Summary and Conclusion
Continuous Play
  1:30:09Resolving Workplace Conflict
  PDFSlides: Resolving Workplace Conflict
  PDFResolving Workplace Conflict Glossary/Index