Class Central is learner-supported. When you buy through links on our site, we may earn an affiliate commission.

Resolving Workplace Conflict

Washington University in St. Louis via edX

Go to class Write review

Not Currently Offered

Details

Not Currently Offered

Go to class

Provider

edX
Pricing

Free Certificate
Languages

English
Certificate

Certificate Available
Effort

1 week, 4-5 hours a week
Sessions

Not Currently Offered
Level

Beginner
Subtitles

English

Found in

This course teaches leaders how to recognize the signs of escalating conflict and take appropriate action to minimize damage. Leaders are introduced to two resolution tactics—coach and mediate—and practice using the Interaction Essentials as they coach then negotiate to resolve a conflict.

Syllabus

Accountability and Conflict: Facilitator introduces the course and leads a discussion of the stages of the conflict. Learners build the Accountability Matrix, a construct that identifies behaviors that help leaders to either facilitate or enable conflict and employees to either take ownership or avoid resolution of conflict. Learners reflect on a series of questions about how well they promote conflict resolution.
Coaching to Meet Personal Needs: Facilitator explains when to coach an employee and when to step in and mediate. The role of the key principles, especially empathy and involvement, in addressing people’s personal needs during conflict is emphasized. Learners watch a video leader who defuses emotions and meets the individual requirements of an employee who is involved in dispute. Learners discuss how asking powerful, open-ended questions can include people and strengthen their commitment to resolving conflict.
Coaching to Meet Practical Needs: Facilitator leads a discussion on how the Interaction Guidelines can help leaders work through people’s practical needs in conflict discussions. Learners watch the leader from the previous video as she coaches her employee to resolve the conflict.
Coaching Skill Practice: Participants conduct two prepared skill practices using the coaching resolution tactic.
Mediating Toward a Common Goal: Participants discuss the difference between coaching and negotiating and are given a list of tips for a successful mediation. They then conduct a prepared mediating skill practice where two partners play the role of the people in conflict.
Session Close: Learners reflect on their course experience and how they can use the skills and techniques to resolve conflict back in the workplace successfully.