Learning module

Conflict Resolution

1.75 contact hours 3 learning objectives

People often rate conflict as a turning point in their work and personal relationships. Yet crucial conversations can become influential moments that matter in our lives, improving our organizations and relationships. The difference is the way we communicate in these crucial conversations. This module provides examples of a variety of practices known to be effective for resolving conflict.

Browse All Modules See the Full Bundle

What You'll Learn

Module objectives

  • Recognize your style of handling interpersonal conflict.

  • Learn constructive conflict practices you can apply before conflict, at the start of the conflict, and during conflict.

  • Acquire strategies that will help you break the patterns of destructive conflict.

Table of Contents

Module sequence

  1. Module Home

    This introduction frames conflict as a part of work and personal relationships, especially in high-stakes conversations. It previews conflict-management strategies and examples of conflict resolution practices.

  2. Objectives

    Review the learning objectives for this module. Use them to focus on the knowledge and skills covered in the sections that follow.

  3. Background

    This section introduces conflict as part of relationships and community life. It considers constructive approaches to conflict and the topics covered in the module.

  4. What is Interpersonal Conflict?

    This lesson examines differing goals, needs, expectations, and organizational factors as sources of interpersonal conflict. It discusses common views of conflict and includes a quick quiz.

  5. Conflict Management Styles

    This section presents five conflict-management styles: withdrawal, accommodation, competition, compromise, and collaboration. Learners will encounter examples, interactive reflection, and a section review question.

  6. Before the Conflict: Attitudes

    This section examines attitudes and communication climates that shape conflict before it escalates. It presents productive orientations toward conflict and a quick quiz.

  7. Starting the Conflict Conversation

    This lesson presents steps for beginning a conflict conversation, including staging the discussion and identifying unmet needs. It introduces assertive messages, mutual problem-solving, and a quick quiz.

  8. Win-Win Problem Solving

    This section walks through analyzing a conflict, identifying interests, generating options, and evaluating solutions. Learners will encounter practical strategies, examples, and a quick quiz.

  9. After the Conflict

    This section covers communication practices for addressing conflict after it occurs. It discusses reviewing solutions, reassurance, apologies, forgiveness, follow-up, and a quick quiz.

  10. Breaking Conflict Spirals

    This lesson identifies destructive conflict patterns such as negative reciprocity and repeated disagreement. It presents de-escalation approaches and a quick quiz about breaking conflict spirals.

  11. Mediating Conflict

    This section covers mediation as an approach to helping people work through conflict. Learners will encounter mediation concepts, process guidance, and a section review.

  12. Recap and Conclusion

    This section reviews the conflict-management topics and strategies presented in the module. It summarizes conflict definitions, styles, communication practices, and resolution steps.

  13. Endnotes

    This section provides source citations for the module's conflict-management material. Learners will encounter references to communication and conflict texts and related authors.

  14. Reference List

    This section provides the source list for the Conflict Resolution module. Learners will find cited books, articles, and related reference material.

  15. Post Test

    Complete the module post-test to check your understanding of the material. Use the results to identify topics you may want to review.

  16. Evaluation

    Share feedback about the module and your learning experience. Complete this evaluation as you finish the module.

  17. Certificate

    Access your certificate after completing the required module activities. Use this section to view or download documentation of completion.