Professional Skills: Conflict Management and Negotiation

Arizona State University via Coursera Specialization

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In today's fast-paced, high-stakes environments, conflict is inevitable. The Conflict Management and Negotiation specialization—built with Kristyn Carmichael, Training Director for the Lodestar Dispute Resolution Center at Arizona State University—provides professionals with a comprehensive framework for approaching conflict constructively across all stages, from assessment to resolution. Whether you lead teams, support operations, or manage client relationships, this program helps you turn conflict into opportunity. This specialization is designed for: Team leaders, managers, and executives HR professionals, mediators, and DEI facilitators Project managers and client-facing professionals Anyone navigating team dynamics, feedback conversations, or role-based conflict Professionals seeking practical, applicable conflict resolution skills

Syllabus

Course 1: Professional Skills: Assessing Conflict
Course 2: Professional Skills: Managing Conflict
Course 3: Professional Skills: Negotiation
Course 4: Professional Skills: Resolving and Transforming Conflict

Courses

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3 hours 49 minutes
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Develop the skills to recognize and understand conflict before it escalates. This course helps you identify conflict types, assess reactions, and apply effective resolution strategies. Conflict is unavoidable, but managing it effectively starts with knowing how to assess it. Assessing Conflict, developed by ASU’s Sandra Day O’Connor College of Law, equips professionals with the tools to evaluate the nature, causes, and potential responses to conflict in workplace. You'll explore practical frameworks for identifying conflict, understanding its dynamics, and navigating interpersonal and institutional disputes. Through interactive exercises, self-reflection, and real-world scenarios, you'll learn how to listen actively, ask strategic questions, and anticipate reactions to create more constructive outcomes. Whether you're addressing team tensions or organizational challenges, this course gives you a foundational conflict assessment toolkit to respond with clarity and confidence.
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4 hours 1 minute
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Master the skills to manage conflict confidently in any setting. This course equips you to recognize conflict mindsets and adapt your response, whether in person, over the phone, or via email. Conflict is inevitable, but it doesn’t have to be unmanageable. Managing Conflict, designed by ASU’s Sandra Day O’Connor College of Law, gives you a comprehensive toolkit to understand, de-escalate and resolve conflicts in professional and personal contexts. You’ll learn to recognize the brain’s instinctive and emotional responses, identify conflict triggers in different communication formats, and respond effectively to improve outcomes. Through hands-on practice and real-world scenarios, you’ll build strategies for managing in-person, written and verbal conflicts with empathy and clarity.
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3 hours 51 minutes
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Transform conversations into opportunities. Learn how to negotiate effectively with strategies that help you create win-win outcomes and foster lasting agreements. Strong negotiation skills are vital for closing deals, managing projects and resolving workplace tension. Negotiation, developed by ASU’s Sandra Day O’Connor College of Law, provides a step-by-step guide to preparing for, engaging in and succeeding at negotiations of all types. Through self-paced, interactive learning, you’ll uncover how your brain influences decision-making, identify and refine your unique negotiation strengths, and apply practical tools for planning, offering, and reaching mutually beneficial solutions. This course emphasizes collaborative negotiation, helping you move beyond competition toward shared success.
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2 hours 51 minutes
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Master the final and most crucial stages of conflict management: resolution and transformation. This course helps you turn conflict into collaboration by applying clear communication, creative problem-solving, and follow-through strategies. Getting through conflict is only half the battle — resolving it is where the real transformation begins. Resolving and Transforming Conflict, developed by ASU’s Sandra Day O’Connor College of Law, gives you the frameworks and tools to create cooperative, lasting solutions. This course builds on conflict awareness and management skills to help you follow through with strategies that promote trust, accountability, and change. You’ll explore real-world tactics for responding thoughtfully, brainstorming collaboratively, and applying practical solutions that are applicable in any workplace setting. Whether you’re addressing individual disputes or team-wide issues, you’ll develop the confidence to lead with integrity, respond clearly and resolve fairly.