Course Description


Welcome to Understanding Conflict in the Workplace. This course will focus on understanding conflict and its impacts in the workplace while exploring individual actions and behaviours for responding to conflict. This course is not about solving conflict, but rather, highlights the need to understand the source and underlying factors of conflict thoroughly before engaging in resolution activities. Attempting to solve a problem before understanding the cause of conflict poses risks, including acting too quickly, resulting in ineffective or temporary resolution. 

The course highlights the importance of developing effective open-ended inquiry skills that support an approach of curiosity and willingness to allocate resources and time to better understand the various factors involved in conflict. It encourages self-awareness of one’s behavioural tendencies in responding to conflict, while exploring alternative strategies. 


This program is aimed at all employees (individual contributors, leaders and frontline managers) seeking to build their capacity in understanding conflict in the workplace. 

Learning Outcomes

By the end of this course, you will:

  • Understand the impact of conflict in the workplace
  • Be introduced to the approach of identifying the core source of a conflict
  • Know how to approach the conflict problem through the lenses of curiosity, power and trust
  • Recognize individual default tendencies in conflict response
  • Understand the value of open-ended questions

Course structure

Information in this course is presented through a series of animations explaining key information, opportunities to reflect on your own communication, knowledge checks and action steps to implement your learning in your organization. 


If you have been provided with a Record ID through your organization, please update your profile before enrolling in a course. In order for your certificate to be issued, your profile needs to be up-to-date prior to your enrollment. 

If you are having any issues, please contact

The Work Wellness Institute is recognized by CPHR AB to offer Professional Development Credits. This program is pre-approved by CPHR AB.

Work Wellness Institute

Course curriculum

  • 1

    Understanding Conflict in the Workplace

    • Introduction

    • Pre-survey

    • Course Material

  • 2

    Section 1: Understand Conflict in the Workplace

    • Section 1: Introduction

    • What is Conflict in the Workplace

    • Quick Check

    • Activity: The Impact of Conflict in the Workplace

    • Activity: Workplace Conflict Scenario

    • Barriers to Effective Response to Conflict

    • Time to reflect!

    • Section 1: Summary

  • 3

    Section 2: Identify the Core Conflict Problem

    • Section 2: Introduction

    • The Urge to Act or Solve

    • Time to reflect!

    • Get to the Root Cause

    • Time to reflect!

    • Quick Check

    • Activity: Space Shuttle Challenger

    • The Power/Trust Dynamic

    • Power

    • Time to reflect!

    • Trust

    • Time to reflect!

    • Power/Trust Dynamic

    • Quick Check

    • Quick Check

    • Quick Check

    • Activity: Assessing Power and Trust in Organizational Culture

    • Time to reflect!

    • Section 2: Summary

  • 4

    Section 3: Recognizing Default Tendencies in Conflict Response

    • Section 3: Introduction

    • Different Factors That Contribute to Your Conflict Reaction

    • Activity: The Big 5 Personality Questionnaire

    • Quick check

    • Activity: Recognize Your Default Approach to Conflict

    • Time to reflect!

    • Conflict Responses

    • Time to reflect!

    • Foster Continued Self-Awareness

    • Time to Reflect!

    • Summary

  • 5

    Section 4: Mitigate Your Default Conflict Response

    • Maintain Curiosity

    • Quick Check

    • Activity: Open-Ended Question Bank for Understanding Conflict

    • Time to reflect!

    • Section 3: Summary

    • Conclusion

  • 6

    Section 5

    • Action Steps in the Workplace

    • Acknowledgements

    • References

    • Evaluation survey