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Certificate of Conflict Management


Course Outline and Topics

Course Overview

Managing conflict in our professional and personal life can be stressful; it impacts on career development and important 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 help yourself and others manage conflict with confidence.

The Certificate of Conflict Management is an online professional development course that will teach you the principles and techniques critical for effective conflict management, negotiation and dispute resolution at work. This program will teach you how to work with difficult people and provide you with the tools necessary to create win-win situations.

You will be introduced to many aspects of conflict management and effective negotiation at work that can be applied to everyday negotiations that you encounter socially and at home. Ultimately, you will learn a range of tactics that will empower you to achieve positive outcomes during conflict and develop your interpersonal and problem-solving skills to successfully navigate conflicts, disputes and negotiate with confidence.

Course Structure

Unit 1 - Understanding and managing conflict at work

  • Causes of conflict
  • When conflict occurs
  • Substantive conflict
  • Personality-based conflicts
  • Positive conflict
  • Conflict and culture
  • Stages and cost of conflict
  • Phases of conflict
  • Preventing conflict
  • Responses to conflict
  • Passive / assertive behaviour
  • Emotional responses
  • Reframing
  • Ground rules
  • Management responses
  • Poor communication
  • Problem-solving
  • Negotiation
  • Reaching a resolution
  • Unresolvable conflicts
  • Grievance procedures
  • Mediation
  • Arbitration

Unit 2 - Skills for influencing and negotiating

  • Foundations
  • Influence and negotiation
  • Understanding influence
  • Confidence
  • Influencing styles
  • Personal perspectives
  • Reactive or proactive
  • Attribution theory
  • Emotional awareness
  • Influencing behaviours
  • Listening
  • Eye contact
  • Open mind
  • 360 feedback loop
  • Rapport building
  • Sensory acuity
  • Calibration
  • Framing
  • Advanced communication
  • Passive behaviour
  • Passive aggressive behaviour
  • Assertiveness
  • Conflict
  • Negotiating
  • Crystallise your goal

Unit 3 - Apply conflict/ grievance resolution strategies

  • Potential conflict situations
  • What is conflict?
  • Signs and stages of conflict
  • Causes of conflict and grievance
  • Clarify factors and issues
  • Active listening
  • Strategies for dealing with conflict
  • Compliance
  • Conflict resolution
  • Assertive communication
  • Negotiation
  • Sensitive issues
  • Gathering feedback
  • PDCA cycle
  • Record keeping
  • Barriers to communication
  • Non-verbal communication
  • Language styles
  • Feedback
  • Shared understanding


Written assignments and exercises, including short-answer questions, reports/essays and projects. There are no examinations or due dates for assessment.


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Payment Information

Certificate Course



  • 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;
  • No entry requirements;
  • All course materials provided online – no textbooks to buy;
  • Unlimited tutor support;
  • Easy to understand course content;
  • Unlimited enrolment with no expiry;
  • Certificate of Attainment/Completion issued for your CV (hard copy provided); and
  • Course may be tax deductible; see your tax advisor.

Career Pathways

Future growth




  • Human Resource Manager
  • Human Resource Consultant
  • Management Roles
  • Best value option
  • Includes unlimited access


  • $150 deposit
  • $25/week
  • No credit checks required