WashU: Resolving Workplace Conflict

At the end of this course, the learner will be able to:

• Reduce the damaging effects of workplace conflict on individuals, groups, and the organization
• Effectively address workplace conflict and enhance productivity, efficiency, and morale
• Help others take responsibility for resolving their conflicts
• Promote a culture of trust and mutual respect within their workgroup

• 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.

"This class is directly relevant to a leader's most difficult job."

Who should take this course?

Technical professionals wishing to earn Washington University's Technical Leadership Certificate. This course is designed to teach participants ways to increase their effectiveness with teams, in meetings and in individual discussion with peers, managers, vendors and customers.

Do I get a Certificate for this course?

This course is part of a larger program: The Technical Leadership Certificate. Take all 11 courses to earn the Certificate. Learn more here.