Conflict Management (Online) | Cleveland State University Professional Development Center in Cleveland


Conflict Management (Online)

Course Description

A recent study conducted by the American Management Association (AMA) revealed that the average manager spends more than 20 percent of their day engaged in or reacting to a conflict situation. This study also identified that out of twenty-five management skills, conflict management was the only one positively correlated to higher earnings and promotion. Discover a workable conflict management model, discuss case studies in conflict management, and then take away successful conflict management strategies to apply in your workplace.

Course Objectives

Upon successful completion of the course, students will be able to:

  • Improve your ability to identify, address, and manage conflict situations.
  • Improve your effectiveness through understanding of the four steps for addressing conflict.
  • Understand when conflict is productive and useful for a team.
  • Learn how to identify and determine when to step in to resolve a conflict situation.
  • Understand how to communicate using the Conflict Management Model.
  • Understand how to create accountability for job performance.
  • Understand how to link employee behaviors to the job performance.
  • Learn how to be more effective in your relationships with your team.
  • Understand why conflict is important and how it can enhance performance.

Course Content

Understanding Conflict

  • Definition of conflict.
  • The up side of conflict.
  • Describe performance expectations related to conflict.

Understanding the Conflict Management Model

  • Using the model -Dialog for a conflict conversation
  • When to take action and address a conflict situation

Conflict Management Case Studies

  • Review of real world cases
  • Analyze and evaluate the cases

Strategies for success

  • Creating a standard of performance
  • Creating your own dialog
  • Applying the model



CEUs: 2.4

Fee: $245