What you will learn

Study Conflict Resolution Online Training; Resolve Conflict Efficiently and Effectively with Our Best Conflict Resolution Online Course

Learn how to resolve any conflicts effectively in a manner that allows for constructive change to occur. Our Conflict Resolution Online Certificate Course will teach you how to resolve disputes in satisfactory ways to all parties successfully. 

Conflicts can be resolved in a variety of ways. It can be via surrender, avoidance, with force, legally. With our Conflict Resolution Online Training, you will learn how to create mutually agreeable outcomes to generate long-term benefits. 

All of this and more can be learned through studying our comprehensive conflict resolution course online. The concept of resolving conflict was born out of realizing that violence and litigation were poor options in a cost and practical sense. Conflict resolution is now widely used in a vast range of industries encompassing a wide range of differing circumstances. Taking our Conflict Resolution Online Training will teach you the six-step process successfully employed to resolve any type or size of disputes.

Our Conflict Resolution Online course will also show you key resolution skills required, such as coping effectively with anger and making use of the Agreement Frame.

At course For Success, our training programs have been carefully developed by leading professionals and validated by industry experts to guarantee you are getting the most up-to-date experience. By enrolling in this course, you can be confident you are getting the best education possible.

Conflict Resolution Online Training - Requirements

The Conflict Resolution Online Certificate Course is delivered 100 percent online 24/7 and only takes 6 to 8 hours of study to complete. 

To successfully complete this course, a student must:

• Have access to the internet and the necessary technical skills to navigate the online learning resources
• Have access to any mobile device with internet connectivity (laptop, desktop, tablet)
• Be a self-directed learner
• Possess sound language and literacy skills

Quick Course Facts

1. Course content is structured for easy comprehension
2. Approximately 6 to 8 hours of study is needed to complete the course
3. Registered students gain unrestricted lifetime access to the Conflict Resolution Online Training
4. All course material is available online 24/7 and can be accessed using any device
5. Study online from anywhere in your own time at your own pace
6. All students who complete the course will be awarded a certificate of completion

Conflict Resolution Online Training - Outline

Section One: Getting Started

Section Two: Introduction to Conflict Resolution

People are different, and conflicts happen when those differences are brought to the forefront. In this section, we will take a closer look at conflicts, the conflict resolution process, how to understand differences, and how to use these to interact in a more positive, productive way.

What is Conflict?

Conflicts are defined as “to come into collision or disagreement; be contradictory, at variance, or in opposition; clash.”

What is Conflict Resolution?

Conflict resolution refers to the process for parties of two or more individuals to work together to solve a disagreement between them.  Disputes are resolved through negotiation or mediation to resolve the issues both parties disagree on.

Understanding the Conflict Resolution Process

In this part of the course, we explore the different conflict resolution processes.

• Create an Effective Atmosphere
• Create a Mutual Understanding
• Focus on Individual and Shared Needs
• Get to the Root Cause
• Generate Options
• Build a Solution

Section Three: Effective Conflict Resolution Styles

This section discusses the five widely accepted styles of resolving conflicts. We will focus on the collaborative style of conflict resolution, but we have also made it possible to combine this with other conflict resolution styles.

Collaborating

This conflict resolution style requires parties to work together to develop a win-win solution.

Competing

The competitive style takes a more aggressive approach to conflict resolution. It is when a person in conflict takes a firm stand, with each party competing for power until one party wins.

Compromising

In this conflict resolution style, each party gives up something in an effort to create a solution.

Accommodating

This conflict resolution style is one of the most passive with one party giving up what they want to give the other party what they want.

Avoiding

This approach is aimed at defusing the conflict entirely by one party accepting decisions without question to avoid confrontation.

Section Four: Creating a Communicative Atmosphere

Conflicts create a lot of negative energy. Anger, frustration, and disappointment are just some of the negative emotions that characterize conflicts. In this section of the Conflict Resolution Online Certificate course, you will learn how to create a positive atmosphere when trying to resolve conflicts.

Neutralizing Emotions

Both agree must first agree that they want to resolve the conflict. Without this, resolving conflicts can be difficult, if not impossible. Key steps for people in conflict include:

• Accept that you have negative feelings and that these feelings are normal.
• Acknowledge the feelings and their root causes. Example: “I feel very angry about the way George spoke to me in that meeting.”

Setting Ground Rules

Ground rules create a foundation where conflicting parties can start resolving their conflict. Your basic framework for ground rules should be:

• Developed and agreed upon by both parties.
• Positive when it is possible. (For example, “We will listen to each other’s statements fully,” rather than, “We will not interrupt.”)
• Fair to both parties
• Enforceable
• Adjustable
• Written and posted somewhere where both parties can refer to it (for more formal dispute resolution processes).

Choosing the Time and Place

A key component when resolving conflicts is conducting this at the proper time and place. Ideally, this should be done in a quiet place and away from distractions.

Section Five: Creating a Mutual Understanding

Finding a win-win situation is the preferred outcome for any conflict. In this section, we will discuss how creating mutual understanding can form the basis for a win-win solution.

What Do I Want?

To start the process, parties should first identify what they want out of the conflict. However, for this to work, both parties should state this positively.

What Do They Want?

After identifying what a party wants, the next step is to determine what the other party wants. To be successful, you must generate as many questions from as many angles as possible.

What Do We Want?

After determining the needs and wants of both parties, look for areas where these wants overlap. These areas can form the basis for establishing mutual ground.

When working through the wants and needs of both parties, be careful not to jump to conclusions. Rather, be on the lookout for the root cause. Often, the problem is not what it seems.

Section Six: Focusing on Individual and Shared Needs

This section discusses the different techniques of building common ground and using it to create partnerships. We will also take a look at some of the steps essential for achieving the best solution possible for the situation.

Finding Common Ground

We have previously discussed finding common ground by determining each party's wants and needs. Finding common ground should be a continuing process throughout the entire conflict resolution process. This is to ensure that a win-win solution and bring the two parties working towards solving a problem.

Building Positive Energy and Goodwill

Conflicts result in the creation of negative emotions on both parties. Turning negative energy into something positive can go a long way into building goodwill with the person you conflict with. Below are some ways to build positive energy.

• Have a good attitude.
• Frame things positively.
• Create actionable items.

Strengthening Your Partnership

Turning conflicting parties into problem-solving teammates are one of the most effective resolution tools. This can be achieved by first establishing a common ground to help bridge the gap between parties.

Section Seven: Getting to the Root Cause

In this section, you will learn how to get to the root cause of conflict. This is essential for establishing a long-term solution rather than a band-aid solution.

Examining Root Causes

After laying the foundation, the next step is to examine the root causes of the conflict. A simple verbal investigation can do this.

Creating a Cause and Effect Diagram

Another way of getting to the root of the conflict is by creating a cause and effect diagram. This process can be time-consuming but is an excellent tool for complicated or team conflicts. This diagram should also be constantly updated as new cases are discovered.

The Importance of Forgiveness

Forgiveness is an essential concept in conflict resolution. Forgiveness does not mean forgetting but doing away with the ill-feelings it created. It also involves accepting the consequences and moving forward. 

Identifying the Benefits of Resolution

Conflict resolution involves digging deep into the issues, exploring unfamiliar territory, to get to the core of the conflict and prevent the conflict from reoccurring. While the benefits of conflict resolution can be obvious, another way of determining the benefits is by asking what would happen if the conflict was not resolved.

Section Eight: Generating Options

In this section, we will discuss the different options for resolutions available when resolving a conflict. During this stage, it is essential that you generate as many options as possible so you can have a wider selection of solutions to choose from.

Generate, Don’t Evaluate

This is not the time to determine the quality of the solution. During this stage, your main objective is to generate as many ideas on how to resolve the conflict.

Creating Mutual Gain Options and Multiple Option Solutions

After creating a good list of options, it is now time to look over the list and perform some basic evaluation.

Digging Deeper into Your Options

Begin narrowing the list and dig deeper into each option and identify the following:

• The effort for each option (perhaps on a scale of one to ten)
• The payback for each option (also on a scale of one to ten)

Section Nine: Building a Solution

This section discusses creating a criterion and using criteria to create a shortlist of options before moving on to a solution.

Creating Criteria

First, set aside your list of options and start building a framework for evaluating options. This framework should focus on the wants and needs of both parties.

Creating a Shortlist

After the criteria have been created, it is now time to bring out the list of solutions. You must remove any solutions that do not meet the must-have criteria that you and your partner identified.

Choosing a Solution

After creating a shortlist, you are now in a position to choose a final solution. Below is a checklist to help you evaluate your chosen solution.

• Is it a win-win solution for everyone involved?
• Are all needs provided for?
• Are all criteria met?

Building a Plan

This is the time to create a plan to put the solution in action. Simple situations require simple plans, while more complex conflicts require a more detailed plan.

Section Ten: The Short Version of the Process

In the past sections, we explored the six phases of conflict resolution. This part of the course discusses an abridged version of the processes that can be used to resolve conflicts easily.

Evaluating the Situation

• Phase One (Creating an Effective Atmosphere)
• Phase Two (Creating a Mutual Understanding)
• Phase Three (Focusing on Individual and Shared Goals)

Choosing Your Steps

Make a shortlist of possible solutions and move on to the next phase.

Creating an Action Plan

Make a quick evaluation after selecting some ideas on how to resolve the conflict. It is also a good idea to create a backup plan in case your approach doesn’t work.

Using Individual Process Steps

You have learned the different steps in conflict resolution. But in some cases, some of these processes can be used individually as a conflict resolution tool.

Module Eleven: Additional Tools

To help wrap up this course, we would like to share some additional tools that can help you resolve conflicts.

• Stress and Anger Management Techniques 
• The Agreement Frame 
• Asking Open Questions

Module Twelve: Wrapping Up

Recognition & Accreditation

Upon successful completion of this course and achieving a passing score for the assessment, you will be issued with an international continuing education credit (CEU) certificate.

This Certificate is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers, and potential employers. Also, include it in your resume/CV, professional social media profiles and job applications.

Other Workplace Soft Skills course

If you’d like to help your workplace flourish, take a look at the range of workplace essentials course available at course For Success.

Section One: Getting Started

Section Two: Introduction to Conflict Resolution

• Conflict, What Is It?
• What is Effective Conflict Resolution?
• Understanding the Effective Conflict Resolution Process

Section Three: Effective Conflict Resolution Styles

• Collaborating
• Competing
• Compromising
• Accommodating
• Avoiding

Section Four: Creating a Communicative Atmosphere

• Defuse Emotions
• Setting Ground Rules
• Choosing the Time and Place

Section Five: Mutual Understanding

• What Do I Want?
• What Do They Want?
• What Do We Want?

Section Six: Focusing on Individual and Shared Needs

• Identify Common Ground
• Build Positive Energy and Goodwill
• Strengthen Your Partnership

Section Seven: Analysing to the Root Cause

• Examining Root Causes
• Creating a Cause and Effect Diagram
• Identifying the Benefits of Resolution

Section Eight: Create Options

• Generate, Don’t Evaluate
• Creating Mutual Gain Options and Multiple Option Solutions
• Digging Deeper into Your Options

Section Nine: Solution Building

• Creating Criteria
• Creating a Shortlist
• Choosing a Solution
• Building a Plan

Module Ten: The Short Version of the Process

• Evaluating the Situation 
• Choosing Your Steps 
• Creating an Action Plan 
• Using Individual Process Steps

Module Eleven: Additional Tools

• Stress and Anger Management Techniques 
• The Agreement Frame 
• Asking Open Questions

Module Twelve: Wrapping Up

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Minimum specifications for the computer are:

Windows:

Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)

All systems

Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

Entry requirements:

Students must have basic literacy and numeracy skills.

Minimum education:

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Device requirements:

Students will need access to a computer/any device and the internet.

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