Handling Conflict


Conflict, in and of itself, is neither “good” nor “bad”. What makes a conflict situation productive or destructive is the way in which issues and information are analyzed, approached, and communicated. In this interactive course, learners will gain the skills to effectively resolve conflict and strengthen relationships. They’ll explore their preferred mode of conflict management along with the preferred methods of others and discuss common sources of conflict. Then they’ll learn the best approaches to different types of conflicts and practice a three-step process for productive resolution.


  • Use active-listening skills to improve the working environment
  • Apply assertive language techniques to express your needs and respect the needs of others
  • Apply techniques to managing emotions during conflict
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