Conflict arises in personal and professional settings, but it doesn’t have to be stressful. The ability to manage conflict successfully impacts career development and healthy relationships. Whether you’re a manager, supervisor, employee or friend – this conflict management course is an excellent resource to gain the interpersonal skills necessary to manage conflict confidently.
The Conflict Management Program is an online professional development course that will teach you the principles and techniques critical for effective conflict management.
In this conflict management course, you will learn about constructive conflict, approaches to anger, anger management, cognitive restructuring, listening strategies for conflict resolution and the characteristics of effective mediation and negotiation behaviour.
You will also learn about the mediation process, preparation for a facilitation meeting, stress management response programs, dealing with power imbalances, restorative practices, group conflict management and how to respond in a crisis.
On completion of this course, you will have developed tactics that will empower you to achieve positive outcomes during conflict in your personal and professional life.
Unit - Conflict Management
Unit 1 – Conflict management and anger
Developing effective negotiation skill
What is conflict?
Conflict is destructive when it:
Conflict is constructive when it:
Main sources of conflict:
Conflict handling techniques
The conflict management model
Conflict handling styles
Advantages and disadvantages of different conflict management strategies
Approaches to anger
Anger management techniques
Changing your environment
Dealing with your own anger
Reacting to another’s anger in a healthy way
Unit 2 – Listening
Channels of communication
Four stages of listening
Obstacles to listening
More than listening
Reframing and acknowledging
Listeners in control
Separate people from the problem
Traps for listeners
Unit 3 – Negotiation
Conflicting parties voluntarily discuss their difference
Negotiation is a complex form of communication
Give and take
The establishment group
The community group
Bargaining in negotiations
Win-win bargaining/integrative bargaining
Being a skilled negotiator
The joint problem-solving approach
Characteristics of effective negotiating behaviour
Writing a brief
Guidelines for negotiating
Strategies when negotiation discussions get bogged down
Dealing with difficult people
Finding a solution
Unit 4 – Mediation
What is mediation?
When is mediation called for?
The mediator’s responsibilities
Mediation model 1
Introduction, problem definition, caucus meeting
Advantages of caucuses
Disadvantages of caucuses
Mediation model 2
Introduction, statement of the problem, information gathering
Identification of the problem, bargaining and generating options, reaching an agreement
Case study – alternative dispute resolution
Advantages and disadvantages of ADR
Unit 5 – Facilitation
Disputing parties to communicate clearly and constructively
Preparing for a facilitation meeting
What is group memory?
Attributes of a good facilitator
The facilitator employing settling behaviours
Settling behaviours of the facilitator
Characteristics of a good facilitator
The fight or flight response
Symptoms and effects of stress
Confidence in conflict management
A stress management response program
Unit 6 – Balance of power
Problems with negotiation
The power of skill and knowledge
Problem solving skills
The power of a good relationship
The power of legitimacy
The power of commitment
Dealing with power imbalances
Forms of imbalance
Information and experience
Ending the meeting
Restorative practices and restorative justice
An example of ‘criminal justice’ culture in a non-court setting
An example in a ‘restorative justice’ culture setting
How to build ‘restorative justice’ into the culture
Questions to ask a person who has been harmed
Questions to ask a person who has done harm
Unit 7 – Discussion and group work
Group or team co-operation
Steps to follow to manage group conflict:
Group conflict management exercises
Negotiation and mediation exercises
Joint problem solving exercises
Role play exercises
Conducting structured exercises in small groups
Prepare, plan for contingencies, plan the process:
Facilitate the process, facilitate learning:
What to avoid
Negotiating the design:
Playing psychological games:
Over-instructing, ending with closure:
Evaluation and questionnaire
Unit 8 – Crisis analysis and responses
Methods to deal with different types of crises
Types of crises:
Responding to a crisis
Guidelines for approaching a crisis situation
Goals of crisis intervention
Crisis intervention techniques
Estimated duration 50 hours
Course Delivery and Start
Start anytime, self-paced and 100% online
Assessment will be comprised of written exercises, including short-answer questions, reflective tasks, short reports and/or projects. There are no examinations or due dates for assessment. As a result, you can complete training in your own time and at your own pace with the assistance of unlimited tutor support.
Easy access which makes things smoother
V. Tan, East Arm, NT | Conflict Management Program
The online course was great, I love the fact that it can be done in the comfort of your own home at any time
S. Noble, Narrabri, NSW | Conflict Management Program
Enjoyed the easy access to materials and the course was presented very well
J. Dean, Kowguran, QLD | Conflict Management Program
Why Choose Australian Online Courses?
Professional development that is widely recognised and respected;
Improve your employment opportunities;
Study online, anywhere via our elearning system;
High-quality professional development programs written by industry experts;
All course materials provided online – no textbooks to buy;
Unlimited tutor support via email;
We offer twelve (12) months’ access, with extensions available upon application (fees apply);
Course may be tax deductible; see your tax advisor.
Are there any entry requirements or pre-requisites?
There are no entry requirements or pre-requisites for entry into this program.
How long will it take to complete this course?
The approximate study hours for this course is 50 hours. We offer twelve (12) months’ access, with extensions available upon application (fees apply).
Can I purchase optional printed materials?
While printed materials are not available for purchase, PDF copies are available for download and self-printing for this program.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
Will I receive a certificate upon completion of this course?
Yes! You will receive a Certificate of Attainment upon successful completion of your assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our e-learning system and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.