This course introduces Human Resources professionals to the field of informal conflict management and the broad spectrum of conflict management approaches available to organizations.

Learn about the dynamics of interpersonal conflict in the workplace, as well as how to manage conflict situations and high emotions from an HR perspective.

Be empowered with the skills and confidence to resolve conflict situations early, locally, and informally (ELI). 

Hear From Our Students

After his training, Chuck Smith saw a clear difference in how he could effectively approach and diffuse workplace conflict as an HR professional.

"During my ADR training I could understand how my approach and intervention with workplace conflict had many flaws. While good intentions and my natural communication skills that drew me to the HR field were always there, my ability to be effective in resolving disputes was lacking. I can honestly say, as a result of my ADR training the employees, management and my employer have been better served.”

Who Should Take This Course

• Human Resources Professionals wishing to enhance their workplace conflict management skills
• Organizational leaders or Human Resources Professionals planning to adopt informal workplace conflict management policies
• Organizational leaders and managers who want to enhance their workplace HR/ADR knowledge and skills

Chuck Smith realized how the bigger picture of how his organization manages conflict could change after the Conflict Management for HR training.

“While the company I worked for recognized the value in using ADR to resolve disputes, the company policy did not contain clear instruction on the use of ADR. This is a huge area of opportunity for organizations to significantly improve their ability to have a respectful, attractive workplace. Much more needs to be done to help HR professionals to understand and implement an Integrated Conflict Management System (ICMS).”

• Understand the cost of workplace conflict
• Understand the sources and levels of workplace conflict
• Understand organizational roles and responsibilities for the resolution of workplace conflict
• Understand the role of the HR Professionals in preventing and resolving conflict
• Describe Conflict Management Systems Design processes
• Learn how to engage managers as conflict resolvers
• Recognize the characteristics of various ADR processes
  
• Describe the drama triangle and how it can impact conflict management
• Understand the five conflict styles and describe their characteristics
• Understand the roles that values and beliefs play in determining behaviour
• Describe conflict management and interest-based resolution approaches and methods

• Learn effective methods for dealing with difficult behaviours
• Understand how cultural identities can intersect with conflict management styles
• Define and apply critical skills for active listening and assertive speaking
• Understand how to manage emotions
• Understand ways of speaking that will increase the chances of being understood
• Develop self-awareness of one’s own role in conflict
• Understand barriers to communication and methods for addressing them
• Understand the anger arousal process, anger triggers and defusing strategies
• Discover the value of giving and receiving feedback effectively
• Learn to integrate effective communication skills for conflict prevention and resolution in day-to-day interactions