• Course Introduction

        • Time: 13 hours
        • Free Certificate
        In this course, we discuss the benefits of functional conflict in fostering creative thinking, problem-solving techniques, and innovation, and identify appropriate workplace strategies for discouraging dysfunctional conflict, which is often based on misunderstanding, clashing personalities, negative stereotypes, and bias. We explore different conflict resolution methods, including the formal methods of negotiation, mediation, arbitration, and litigation, as well as other informal remedies. Next, we examine organizational structure and employee interdependence and offer practical guidance on how leaders can leverage the attributes of different employees to work together toward a common goal.

        Finally, we present some best practice models for resolving conflict and the elements needed to create a thoughtful, inclusive conflict resolution policy. We aim to help leaders avoid negative ramifications that result from hostile work environments, discrimination, and harassment.

        • Course Syllabus

          First, read the course syllabus. Then, enroll in the course by clicking "Enroll me". Click Unit 1 to read its introduction and learning outcomes. You will then see the learning materials and instructions on how to use them.

        • Unit 1: Functional versus Dysfunctional Conflict

          Think about the last time you argued with someone. Perhaps it was a personal, domestic, or work-related dispute. As we navigate each day responding to others' needs, conflict can occur as we negotiate and address our individual needs and concerns. Functional conflict can serve as a positive force for change in the workplace, by fostering new, innovative and more efficient ways to accomplish tasks or goals. However, misunderstandings and personal clashes can also create dysfunctional conflict and a caustic work environment.

          Completing this unit should take you approximately 6 hours.

        • Unit 2: Best Practices for Conflict Resolution

          Despite our best efforts, negative personal and dysfunctional conflict occurs in the workplace for all sorts of reasons, as we explored in Unit 1. Companies should swiftly respond to and resolve these conflicts to prevent them from damaging interpersonal relationships among their employees and clients. They should organize their procedures for resolving conflicts and responding to grievances into a protocol their employees can follow.

          Completing this unit should take you approximately 3 hours.

        • Unit 3: Legal Issues

          Unfortunately, dysfunctional conflict can create adverse work environments for anyone who meets with the disagreeing parties, including customers, clients, employees, managers, and company leadership. Remember the four ways employees, managers, and organizations resolve conflict: negotiation, mediation, arbitration, and litigation. For the reasons we discussed in Unit 2, going to court to resolve your disagreements should be the last resort.

          Completing this unit should take you approximately 2 hours.

        • Unit 4: Conflict Resolution Procedures

          In the previous units, we examined conflict resolution from the perspective of employers, employees, and third parties. In this unit, we will look at how to implement effective processes and policies to ensure awareness and fairness for everyone in an organization. This unit will help you understand the factors you should consider when developing a conflict resolution policy and the process for creating one.

          Completing this unit should take you approximately 2 hours.

        • Course Feedback Survey

          Please take a few minutes to give us feedback about this course. We appreciate your feedback, whether you completed the whole course or even just a few resources. Your feedback will help us make our courses better, and we use your feedback each time we make updates to our courses.

          If you come across any urgent problems, email contact@saylor.org.

        • Certificate Final Exam

          Take this exam if you want to earn a free Course Completion Certificate.

          To receive a free Course Completion Certificate, you will need to earn a grade of 70% or higher on this final exam. Your grade for the exam will be calculated as soon as you complete it. If you do not pass the exam on your first try, you can take it again as many times as you want, with a 7-day waiting period between each attempt.

          Once you pass this final exam, you will be awarded a free Course Completion Certificate.